Customer Operations
Customer Operations
Customer Operations
Case Study
| When easyJet was relaunching it's holidays business I was recruited to lead the project to set up it's overseas customer operations.
As part of this I ran a tender to find Destination Management Companies in each of the key destinations ranking them based on cost, quality of operations, sustainability and technology to help easyJet holidays deliver high quality paper free customer service at a low cost.
Once these Destination Management Companies were selected and contracted I created the overseas operations procedures including:
As part of this I ran a tender to find Destination Management Companies in each of the key destinations ranking them based on cost, quality of operations, sustainability and technology to help easyJet holidays deliver high quality paper free customer service at a low cost.
Once these Destination Management Companies were selected and contracted I created the overseas operations procedures including:
- Communications, Branding and Uniform Standards
- Standard Operating Procedures for delivering the overseas services
- Crisis Management
This was then formulated into a 2 Day training course which was delivered in person to staff across Europe to ensure they were fully onboarded to the easyJet holidays standards and expectations.
Customer feedback from the first customers travelling before the pandemic stopped travel were extremely positive.
