Service Excellence Team Award Winner – ATPI
Responses provided by Alexis, Customer Experience Manager

What does receiving the Service Excellence Team Award mean to your team?

Winning this award truly means the world to the ATPI 24/7 team, who work tirelessly to deliver the very best customer service to our clients around the clock. They consistently go above and beyond to ensure travellers have an exceptional experience, and this award is a perfect tribute to the dedication and effort that goes into providing such a seamless service.

Judges praised your calmness, compassion, and a 100% talent retention rate — how do you foster that culture?

We really are a team that works together in a supportive and positive way. We never know what the next call will bring, so we have to be prepared for anything and everything. All of our consultants are naturally caring and conscientious people. They are patient and often work overtime to make sure each case is completed and every client receives the support they need.

The team also supports one another internally by sharing their experiences and skills and stepping in to lend a helping hand whenever needed. As a manager, I always make sure to be available to the team, as it’s important they know I’m here to support them with any difficult decisions that may arise.

How do you maintain excellence in high-pressure, round-the-clock service environments?

All of our team members are highly experienced travel consultants. They truly are the best of the best, with extensive expertise across many aspects of travel. Our industry can be challenging, but in a positive way, as the team enjoys doing what they do best: supporting clients in their time of need, reacting quickly, and thinking on their feet. They take pride in being there for our clients by helping to relieve some of the pressure and reduce stressful situations. Above all, I would say having confidence in themselves and their decisions is key.

What’s one thing your clients might not realise about the work that goes on behind the scenes?

Behind the scenes, we’re not actually a very large team, but we are highly skilled and able to assist with anything that may arise. This includes anything from celebrity requests and repatriation to medical assistance, transporting musical instruments, and everything in between.

What clients might not realise is the extraordinary lengths we go to in order to resolve issues for them. We’ve even had team members use their own credit cards to make urgent payments when no other options were available and the client was in a vulnerable situation. Our dedication truly goes far beyond what most people might expect.

If you could take a trip anywhere in the world – with no limits on budget or agenda – where would you go and why?

I was lucky enough to visit Hawaii back in 2017 and I would absolutely love to visit again. It really was a dream come true. I would also really like to visit the Bahamas to swim with pigs. I’ve swum with dolphins and horses before, so I guess pigs would be next on the list!

Discover all of our winners and browse the event images.