Customer Care Advisor Michelle Delivers Personalised Service Led by Empathy

At every stage of the journey, there are moments when a helping hand makes all the difference. Michelle, who joined us as a Customer Care Advisor three years ago, shares how the team brings professional expertise and genuine empathy to every interaction.

The Art of Conversation: Training in Questioning Techniques and Emotional Intelligence

To ensure every traveller receives consistent, high-quality service, all Customer Care Advisors are required to complete a five-week training programme upon joining. “The training went far beyond technical knowledge; we focused deeply on questioning techniques and emotional management,” Michelle reflected fondly.

According to Michelle, every enquiry brings a unique story. By asking thoughtful questions and stepping into the customer's shoes to truly understand their needs, Customer Care Advisors can offer tailored options and help craft the best possible arrangements. She recalled a specific instance: “A customer once called to cancel a booking. But after a brief conversation, I realised that he actually wanted to travel on a different date and assumed changes were not allowed. By clarifying with him, I was able to provide a solution that perfectly fitted his travel plans.”

Beyond Problem-Solving: Supporting a Seamless Travel Experience

After becoming a Customer Care Advisor, Michelle developed a lot, sharpening her communication skills and strengthening her ability to respond thoughtfully in unexpected situations. As more customers prefer to communicate through digital channels, she pays meticulous attention to wording and detail, reviewing every piece of information to ensure clarity. Other than responding to customers directly, Customer Care Advisors also work closely with other teams to handle different types of enquiries, such as airport baggage status, membership programmes, promotional offers, and more.

The role is more than just answering questions; it is about creating a premium travel experience for customers. “Even the way you initiate a conversation by choosing between ‘good morning’, ‘good afternoon’ and ‘good evening’ reflects how much we care about the details.” For Michelle, the greatest sense of accomplishment comes from turning a customer’s anxiety into relief – a genuine passion for helping others that truly defines a world-class Customer Care Advisor.