P&O CRUISES

GENERALLY, motivated employees who feel valued deliver better service to customers, who in turn will feel respected and remain loyal to the brand. This is certainly true for P&O Cruises.

To ensure guests always feel special, the company has designed a customer service strategy that focuses its efforts in areas where guests feel most valued.

P&O Cruises has invested in a knowledge-management system that has elevated its ability to deliver knowledge quickly and consistently to staff, especially customer-facing employees, and make sure vital information is filtered through to frontline teams promptly. “An informed team is an empowered team and we will continue to improve this going forward,” said Sophie Linossier, Director – Guest Experience, Customer Service.

P&O Cruises has also recently invested heavily in customer analytics technology to further understand customer sentiment and identify issues.

It is no secret that P&O Cruises, along with all those in the tourism sector, was severely impacted by the pandemic. During this downtime, Australia’s homegrown cruise line has focused on showing compassion: to staff, suppliers and, most importantly, guests. Proactively building and maintaining trustworthy relationships and mutual regard is all part of how P&O makes its guests feel appreciated. Passengers who had booked a P&O holiday that was impacted by the pause in cruising were promptly given a range of options – a choice of future cruise credits ensuring they were first in line when P&O ships begin cruising, or full refunds.