The program will see Australian and New Zealand customer service consultants spend up to two weeks working in the opposite country to better familiarize themselves with the local product and different needs of each market.
DAE Australia/New Zealand Regional Manager, Andre Tawaf, said the benefits of promoting staff education and interaction would be felt across the company.
“The staff exchange is an opportunity for our consultants to gain a better understanding of the products and resorts they exchange their local members into,” said Andre.
“This level of attention really stands out from a customer perspective.
“For example, when an Australian DAE member wants to book a New Zealand holiday, our Australian staff will be further educated on the New Zealand market and able to impart their own personal experience, and vice versa, ultimately improving the member’s experience.
“We also want staff to learn from each other’s business and create synergies to continually improve business efficiencies and, most importantly, the customer service across the Tasman.
“At DAE we are constantly expanding our online presence, but customer service is our focus. We love talking to and helping our customers, and many choose to call us simply to speak with a friendly and familiar member of staff.
“Members know that when they call DAE, they won’t be made to wait or put on hold. Our policy is for staff to answer an incoming call within 15 seconds, after which it rings every DAE phone, including managers’, where it will be picked up within 20 seconds.
“Currently, 98% of calls to DAE in Australia and New Zealand are answered within 15 seconds, with a consultant on the other end ready to address any member’s enquiry.
“That’s the DAE difference – our call centres are small, localised operations meaning every one of our customer service consultants undertakes a high level of personalised training, learning every facet of the business to best help customers with any request.
“We want to promote growth within our own company, motivating staff to expand their horizons with new experiences and challenges while rewarding them for their attitude and dedication to service.
“A staff exchange provides that opportunity and following this pilot program, we look forward to rolling it out across our global offices.
About DAE (Dial An Exchange)
DAE has grown significantly since it first opened its doors in 1997. A strong focus on quality customer service has led to their continued growth as over 50% of their new memberships have been the result of personal referrals. Today, the company services over 1 million timeshare owners (including 500,000 direct members) at resorts and clubs through 12 offices worldwide, and is a truly viable option for all timeshare, points and fractional owners to exchange their weeks and points or credits products. DAE’s robust set of membership benefits makes it easy for owners to truly enjoy their vacation ownership experience. Their simple, flexible and innovative direct to consumer approach has evolved into a range of business development and support tools for their business partners such as resorts, management companies and Home Owners Associations who are looking for a competitive edge to support their rapid growth.
DAE offers a value added Gold Advantage benefits program along with low exchange fees, a 3-year credit for every banked week, 24/7 live access to exchange weeks, personalized customer service, worldwide vacation availability, discounted rental weeks in prime locations and informative monthly e-Newsletters providing travel tips, destination ideas and money saving promotions and offers. At DAE, the timeshare owners’ needs come first and foremost and quality of service is never compromised. For more information, please visit www.daelive.com