Banyan Tree Bangkok

Top customer service takes Travel Counsellor to Thailand!

Travel Counsellor Claudia Silk has just returned from a luxury trip in Thailand as a reward for providing her customers with the highest possible levels of personal service.

During the company’s annual Australian conference in February, held at the Palazzo Versace Hotel on the Gold Coast, Claudia was presented with the special TC Score award in recognition of her dedication to providing excellent customer service, having achieved the best customer satisfaction (NPS) score out of all of the Australian agents. As a result she was rewarded with a luxury twin centre holiday to Thailand for both herself and her husband Ian, who is also a Travel Counsellor, staying in the exciting city of Bangkok and stunning island of Phuket.

During her eight night trip Claudia took in the many sights of bustling Bangkok whilst staying in renowned Banyan Tree, followed by a relaxing retreat in the awe inspiring surroundings of Phuket staying at the five star resorts of The Sarojin and Banyan Tree. Commenting on the experience Claudia said; “We had such an amazing trip in Thailand and were totally spoilt staying at the amazing resorts.  When I won the prize at our annual conference I was shocked and so emotional, not only had I won this amazing award and trip but the fact that my clients had made this happen for me was truly the reason why I’m in this business.  It’s fantastic to have the TC score so I can see how I’m performing in my business but also it’s a really important question that we ask our clients and it has helped me build a successful business.”

Travel Counsellors introduced the NPS system in 2007 to measure customer satisfaction and has since constantly achieved a world beating score of over 90%, far outpacing Net Promoter Scores reported for other businesses, including travel agencies. The survey is taken from business guru and author Fred Reichheld’s bestselling book ‘The Ultimate Question’. Travel Counsellors’ customers are asked the question ‘How likely is it that you would recommend your Travel Counsellor to your friends and colleagues?’ with the answer scaled from 0 to 10. This single question survey method, now part of Travel Counsellors’ culture, has also been embraced by other companies such Apple, Harley Davidson, Nike, Shell and United Airlines.

Over the past 12 months Claudia, who is also one of the company’s top performing Gold Travel Counsellors, has consistently received high scores of 9 and 10 from her customers, making her one of the top scoring agents within the whole company, which has 1,200 agents operating across six countries.

Banyan Tree Bangkok at Wayfaring Travel Guide

Bangkok is home to some seriously magnificent resorts, but none of them come remotely close to capturing the beauty of the Banyan Tree. Well-known for being the tallest luxury spa hotel in Bangkok, it offers a truly lush luxury hotel experience to its visitors. The hotel features 327 rooms that are contemporary elegantly decorated and boast unparalleled panoramic cityscapes.

The hotel is renowned for its legendary service and the Banyan Tree Club lounge with integrated spa facilities. Provides utmost comfort and spa facilities like Asian rejuvenation and more – it is an ideal escape for day spa seekers as well as in-house guests. Banyan Tree Bangkok also boasts a world-class restaurant that sits perched at 61 stories high, that prestigious honor comes as no surprise.

Hospitality Strategic Management, Concepts and Cases

Services marketing in Asia, a case book

Time Out Shortlist Bangkok

Dwell

Fodor's Thailand