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How to transform claims in smiles?

Unfortunately, and for several reasons, the existence of irregularities is a reality for any commercial airline company. Delays, cancellations, damaged or missing luggage and flight divergences are some of the problems that can occur and cause trouble to the Customers. They may have different causes – that can or cannot be chargeable to the Companies -, but its effects are hardly pleasant for the one who’s travelling.

The several rules, national and transnational, exist to protect the Passengers rights and the airline companies have, because of that, teams dedicated to analyzing the contacts that come from Costumers that lived less positive experiences in any time of their trip, in the most efficient way possible.

“Fale Connosco” is TAP’s department responsible for this analysis. Led today by João Santos and made of 50 people, it daily deals with complaints, comments and post-flight requests of the Company’s Customers, of almost all markets where it operates (at this time, the exceptions are the Brazilian and North-American markets).

 

Look after the customer

“Professionalism as yours makes us feel like “someone” still truly ‘looks like the customer’!”. These words are aimed to Ana Gouveia, member of Fale Connosco team, and maybe resume the purpose of the all Company. By taking care of the Customers, in pleasant situations, but also on the others, we guarantee that they come back, they became loyal to our Company, they advise us to friend and family.  And there are the own persons who say and write, like the compliment aimed to Mélanie Antunes (translated from French): “Thanks to your intervention, we will re-catch our flights with TAP” and also in the appreciation send to Rosário Jerónimo that, according to the Passengers, dealt with a less happy subject in a totally satisfactory way, so much that he/she will only remember of the good part about his/her stay in Portugal: “I would like to thank you and your colleagues for a professional handling of a ‘sad’ incident and for ensuring that we only remember the good sides of our stay in Portugal”.

Go beyond the expected and be an example

In any commercial relation, it can occur at any time the need for the consumer to contact the company, to do a complaint, to clarify doubts or even to make suggestions. A lot of times appear bureaucratic or operational barriers that delay the time for answer, what may cause complaints. The effort to reduce these constraints is recognized by the Customers as examples to follow, as in the case of Joana Oliveira’s cases – “congratulations for the excellent work, Sra. Joana, and I’m certain that the management of this process should be an example to all your colleagues” – and Luís Vieira – “it was an exemplary experience and it should be seen as the model behavior in the service market”.

“Fale Connosco” is the leaders in “Voz do Cliente”

Kindness, professionalism, effort, affinity, word accomplished, excellence, respect, expectation surpassing, gratitude, comprehension. These are some of the constant ideas that we can find in the 18 recent compliments published in Voz do Cliente’s page, all aimed to Fale Connosco’s Employees. These are individual compliments, undoubtedly – marking the “affinity and effort” of Sílvia Palma, the “celerity” of André Miranda, the “professionalism and effort” of Andrea Graça, que “professionalism and comprehension” of Elisabete Pereira and the “such professional and nice way” of how Teresa Barros dealt with a specific case – but these are also opinions that reflect, after all, the perception of TAP and it Customer Service to our Passengers.

Give face and voice to TAP

It’s visible that TAP is well represented. For example, Cristina Marta was complimented by “the excellent customer care of TAP”, Andreia Monteiro for “representing TAP fabulously during her customer service” and Rita Moniz for, during her work, representing the Company in the best way, “as always, respecting the customer and surpassing each day”. The way that Carla Estêvão e Carla Grifo leaded with the process of a Customer translated in the combined recognition of their professionalism and teamwork, that should be “extensive to the all company, which is the biggest emblem the country has”.

 

João Santos, leader of Fale Connosco team for over a year, daily testifies the importance of this department to maintain a better Customer relation, so that less pleasant situations don’t compromise the good opinion – and, in several cases, the loyalty – to the Company. He recognizes, in this way, that “a complaint is also a way of dialogue” and that the Customer, by complaining, “is giving us his/her opinion about expectations and non-fulfilled needs and, at the same time, is allowing us a second chance”. In the end, João reinforces the importance of the work of Fale Connosco’s all team, leaving a message of congratulations to everyone who give their best every day:

“The answer to a complaint is the key to the relationship with our Customers. We must be quick in the answer, sufficiently humble to recognize our mistakes and look up for them to not repeat. Solving a problem to a Client is one of the best ways to make him/her loyal and reconquer his/her trust. And, if reconquering a Customer is a hard task, reconquering and receiving a compliment is the best we can expect in our Customer relation. Congratulations to everyone!”

 

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