https://padlet.com/chanleong/t6qwrk0j9dv5rci9 en-us 2021-11-22 17:55:54 UTC 2021-11-23 06:52:05 UTC hello@padlet.com https://padlet.com/chanleong/t6qwrk0j9dv5rci9/wish/1907653283 Jessy - we have a strong and knowledgeable team, specialists
Jacq - corporate department, no.1 we're market leader, sales, our staff, partners with HTT
Joshua - we spent a lot on HTT in technologies compared to other systems, millions spent on our phone system, surprised that we had such an advance infrastructure
Jacq - in travel agency, people usually don't really invest in it, we also have process in place, we have good staff that the industry can take without having to train, well trained to service corporate clients]]> 2021-11-23 05:43:25 UTC https://padlet.com/chanleong/t6qwrk0j9dv5rci9/wish/1907653283 https://padlet.com/chanleong/t6qwrk0j9dv5rci9/wish/1907656748 Jessy - Nothing. We spend so much on infrastructure, but our payslips are still manual. 20 over years at Mayflower already give carbon copy, Jacq - Sime Darby also same. 
Brand positioning, i.e. Traveloka, strong presence online and they are able to sell with a clear purpose with a clear messaging, lump all Langkawi products together under campaign, instead of loose products. When packaging is done properly we get to sell.]]> 2021-11-23 05:46:47 UTC https://padlet.com/chanleong/t6qwrk0j9dv5rci9/wish/1907656748 https://padlet.com/chanleong/t6qwrk0j9dv5rci9/wish/1907661769 Finance new process, a lot of steps for payment.
No sharing of some operational items such as product knowledge and proposals.
Too many on premise servers to manage.
From the comms perspective, with the new branding and voice execution but when TC answers questions through social media, the quality of communication is not consistent. 
Service does not reflect same quality to that reflects branding. When looking through how TC answering questions via SocMed.

]]> 2021-11-23 05:51:21 UTC https://padlet.com/chanleong/t6qwrk0j9dv5rci9/wish/1907661769 https://padlet.com/chanleong/t6qwrk0j9dv5rci9/wish/1907665006 We want to train our TC to be able to communicate like Maxis, etc, who are able to service clients who are able to address multiple issues. 
We must have TC that able to accept changes now that we are able to address both infrastructure change mainly. 
How to make people to call clients?
Accountability on not just sending emails. Emails doesn't reflect tone of service. Even prior to that, the TC do not call, 20 years ago, there was a passion to call, but now there isn't really accountability and responsibility to call. 
They still do their work even by answering emails, but they are able to communicate via call. 

]]> 2021-11-23 05:54:05 UTC https://padlet.com/chanleong/t6qwrk0j9dv5rci9/wish/1907665006 https://padlet.com/chanleong/t6qwrk0j9dv5rci9/wish/1907667452 A lot of time has been used to train but they might just be a generational issue. Maybe younger generation don't like to call. Old also might be that they don't want to call. Resisting change.
The goal of the company is very important to drive the culture of the teams. 
The teams were not united prior, so because of the absence of a common goal, they lack sharing of work. ]]> 2021-11-23 05:56:24 UTC https://padlet.com/chanleong/t6qwrk0j9dv5rci9/wish/1907667452 https://padlet.com/chanleong/t6qwrk0j9dv5rci9/wish/1907713927 We should have a proper TC scripting to ensure consistency in messaging and alignment with the overall goal of the company.
Series Tour - apple vacation for example, people book on separate dates and they travel together. We have it under Trafalgar for the whole world, but maybe we want to look at Malaysians travelling. We currently have it under Trafalgar but we don't have our own Series Tour experience. 
HTT all this while, we have always been doing corporate travel, with Series Tour, we won't be able to differentiate from other companies such as Apple vacation. 
What we do really well is our corporate - very strong. 
What is the specialty in our Series Tour - Eugene has this impressive idea of bringing sole provider of cruise packages where HTT is the leading cruise providers. According to Eugene, there is no one doing it right now. We used to be a cruise leading agent. 
What do we need if we want to be a cruise provider - we need to consolidate information from all cruise provider. 
Integrate to apps, like in China, you can do everything via WeChat. If we can integrate through an app, we can appeal to consumers. We also have Grab, to make it easier for customers to have a one stop shop to obtain everything.]]> 2021-11-23 06:35:54 UTC https://padlet.com/chanleong/t6qwrk0j9dv5rci9/wish/1907713927 https://padlet.com/chanleong/t6qwrk0j9dv5rci9/wish/1907728498 We need to decide on consumer target - so that we can focus our messaging to the appropriate target audience, to say the right things to the right people. 
Because when that is determined, whatever new product we create will be on point, so that people are able to understand quickly. 

Who will be our target audience - we do not want to appeal to younger generation. 
We need to be where our target audience spend most of our time. 

One stop bookings - through a portal, chat bot are good to answer questions. Chat bot is able to cater to overseas audience, because they can buy packages online because of the automated responses at any time. However, answers are cold, personal questions are not answered and there lack a personal touch. There are limitations to answers to their questions. 

Live Chat options - where we can have a personalised answer and experience. 

There is an experience on Taobao when you talk to sellers which are categorised FAQs, immediately there is someone who speak to you which is very fast. Requirements for shift because no one works on weekends, HTT don't work on weekends but LHT works on weekends. 24/7 hotline is available, other questions via calls there is someone who is answering but it's not consistently available, it's based on staff mood. There needs to be someone there regularly dedicated customer service who is answering queries. ]]> 2021-11-23 06:47:02 UTC https://padlet.com/chanleong/t6qwrk0j9dv5rci9/wish/1907728498 https://padlet.com/chanleong/t6qwrk0j9dv5rci9/wish/1907729796 Product knowledge team who are dedicated and well versed on specialist answers to be directed to specific person.]]> 2021-11-23 06:48:00 UTC https://padlet.com/chanleong/t6qwrk0j9dv5rci9/wish/1907729796 https://padlet.com/chanleong/t6qwrk0j9dv5rci9/wish/1907735465 1. Script: Quality and consistency on messaging
2. Identifying Target Audience
3. One Stop Bookings Center - like an app/online portal to enable customers to obtain answers
4. Live Chat Options - to enable customers worldwide to be serviced by someone who has overall knowledge and is able to redirect more in-depth questions to specialist
5. Integrate items in apps like in China - we have wechat where we can do things at a one stop shop
6. A better product knowledge team who are dedicated and well versed on all products not just niche areas

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