Managing Reputation During the Pandemic: Maintaining Communication and Caring for Customers
PRINDONESIA.CO | Thursday, May 28, 2020
Managing Reputation During the Pandemic: Maintaining Communication and Caring for Customers
Tiket.com changed the focus of the business from what normally encourages people to travel to customer handling.
Doc. Private

JAKARTA, PRINDONESIA.CO – The traveling and hospitality sector like tiket.com is the business line that most affected since the outbreak of Coronavirus Disease (Covid-19). Especially after a number of countries decided to issue a lockdown policy to quarantine a whole region. Booking of flight tickets, hotel rooms, and tours also dropped sharply. This condition was apparently predicted by Tiket.com "We have been mitigating the issue since the outbreak broke out in a number of countries," Metha Tri Rizka, Manager of PR Ticket.com, wrote to PR INDONESIA on Wednesday (15/4/2020).

Various scenarios were prepared. One of them is to change the business focus of which usually encourages people to travel into customer handling. Yes, one of the effects of a pandemic is an increased demand for refunds and changes in schedule (rescheduling). "We make sure that all of our customer needs are well served. This is in line with our company's vision and mission, to be the most customer-centric online travel agent (OTA)," she said.  

According to Metha, this situation not only encourages companies to be keen to see customer needs but also ensures that communication with both internal and external parties is maintained. To be sure, the communication that is built must contain positive and optimistic elements.

Especially during this pandemic, the public was faced with uncertainty. They also have to adapt to new work patterns and ways of working from home. The same goes for Tiket.com employees. To always be connected, they hold a virtual town hall. This is the moment for all BOD to deliver the latest business developments, directions, and strategies for the future. It is also the opportunity for all employees to ask questions and contribute ideas. Therefore, there is growing optimism in every company employee that they can get through this pandemic together.

This concrete step was strengthened by the opening of a voluntary program for all employees to help the Customer Care team who are currently working extra hard to complete requests for assistance from customers that increased sharply during the pandemic. "The enthusiasm is extraordinary. The enthusiasts reached more than 100 people, whereas the People (HR) team initially only opened to 60 volunteers," she said.

Always Connected

The company also ensures the relations and communication with customers, the government, the media, and the community to continue to run in harmony even though they are separated by a policy of maintaining a physical distance. Communication with reporters remains connected through e-press conferences. Information on how to easily self-refund and self-reschedule by utilizing the smart refund feature, smart rescheduling is routinely delivered in the form of releases and infographics. Periodic communication with the government is still well established. 

According to Metha, the pandemic also changed the pattern of corporate communications that had been about promotions and discounts into invitations to follow government directives to stay at home and maintain health. This period is also momentum for Tiket.com to show concern. Such as together with customers conducting CSR programs “tiket.com berbagi sehat" (tiket.com shares health), the # WishesfromHeart campaign — an invitation to spread goodness, create peace and positive hope through fun ways, to encourage the Komunitas Sobat Jalan to build positive attitudes through writing.

Principally, said Metha, make sure that during this pandemic the company keeps providing the latest information as needed, helps spread the government's appeal, builds a positive attitude and enthusiasm. In addition, stay maintaining communication with stakeholders, especially customers, and move quickly and agile. (rtn)

Other News
Other News
About Writer
komentar (0)
MOST POPULAR

Event

CEO VIEW

Interview

Figure

LATEST NEWS