Saturday, August 20, 2005

Helooh, gd morn, may i speak to Mr_____?

Hi Mr _____, I'm Alvin calling from KrisFlyer membership services Singapore Airlines, this is regarding to the email that you have sent to us dated ______, may i check with you first if this is a gd time to converse?

Thank you. Before we start off, we would require your DOB n Passport no. for verification.

(converse as per query...)

We would appreciate if you could revert to us by sending your orginal boarding passes to (address) and attention it to Alvin. We will then request on your behalf for the Retroactive Mileage Claim for the flights flown. Please note that submission of this claim is subjected to the partner airline's concern and the outcome will take a period of 6 to 8 weeks time.

We seek your kind understanding and patience regarding this matter.

(mbr respond...)

Alright, sure. Is there anything else i can help you with Mr _____? Thank you, have a good day, Goodbye!

According to Quality Assurance team, we are to conform to standard procedures. We aren't allowed to say bye bye cos it sounds too casual. I agree tho'. Goodbye sounds more professional. We hardly will address mbr(member) as SIR or MDM becos we follow american culture w/o e formality with e intial. It creates e conversation to be more personal.

Above is one such call in a typical day made to SIA loyal Frequent Flyer Programme members. You can literally rmb what to say, but subjected to how they would respond and e rest depends on your wits to address concerns. Ppl, pls do not copy or do anything with wad i have written, becos i can easily be sued by penning and sharing my daily activity with you all...

Anyway, i'm working with the programme support and handle correspondence. At times, outbound(call out) calls are necessary to settle cases w/o ding donging(reverting upteen times to and fro) around. What i love about my job is, they frequently review and assess our performance and help us improve on our knowledge n capacity to understand live cases and escalations.

Team leaders will conduct meetings to analyse escalations n hw to go about rectifying difficult cases. Our skills gradually improve n i like e way such corp. actually train staff. Small fry as you may be, they will continuously upskill ur abilities to handle member's concern. Monthly, we will have to do feedback regarding our job and every system training requires a survey to rate efficiency in aiding our work.

Interestingly, ul learn airline and department jargons like DAPO-Do All POssible, ISO-InStead Of, RMC-Retroactive Mileage Claim, Pax-Passenger, CEF-Customer Escalation Form, MCT-Minimum Connecting Time...Blah n blah...

Aniwae, if you're having a trip to Bali, the airpot code DPN is known as Denpasar. It's like learning geography when you're with the airlines. Things like-"is the flight sector a stopover of destination?" means if you fly from ___ to ___, will you transit in e airport or exiting airport for travel. There is an Open Jaw, meaning from place A to B, you will return from place C to A. N ul get to learn alot of new places...

Okie. tts all. Don't wanna talk too much abt work. Just sharing wif u guys.
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