AMID THE CHALLENGES OF THE CURRENT PANDEMIC, the Princess Cruises® customer service team adapted to a new way of working with the objective of maintaining brand loyalty during a worldwide pause in cruising. Building on its existing solid work from home platform, the team could almost immediately pivot to remote working exclusively.
A seamless transition enabled the team to efficiently and empathetically handle increased call volumes from guests whose travel plans had been affected by the pause. Specific in-house training and regular briefings ensured the team had the latest information to assist guests with confidence in relation to cruise cancellations or future bookings.
As Princess Cruises looks forward to the safe resumption of cruising, it continues to focus on sustainability, compliance, health and safety, and, when the time is right, to delivering cruise excellence.