Dear Mary

Understand that Diana Chua is your travel agency's staff.
I am writing in to compliment her on her excellent service provided to me.

I have spoken to her on several occasions over the phone and even met up with her to book my trip. She patiently answered to all my queries and empathise with me on my situation when I requested her to try to help me to reserve booking pending confimation as well as on the pricing issue. When I met up with her at the HQ yesterday, I was warmly welcome by her standing up when I approach the office(no prior time appointment was made), and in handing the booking, she show great professionalism by checking me on ny other needs eg no beef etc and carefully ensured that all my needs are captured etc. When leaving, she even took the initiatives to walk me to the lift and still patiently answer to my queries as well as providing other information such as balance payment being possible by credit card - which is unknown to me, and of course, I appreciate it even though I will not be using it (having long not been travelling and now seem back on momentum again).

Whats impresses me too is that she is so humble when I complimented her and when I requested for a feedback from or openings to send in my compliment - that she claims its not necessary - but being in service industry myself, I think its only right that staff should be given a pat on her shoulder for excellent service provided.

Best Regards
Joyce Leo Jou Lee

Letter of Compliment

Our Family and I would like to congratulate Dynasty Travel on having Matthew Ong as an employee.

His professionalism and imperccable service standards made our holiday an enjoyable and pleasurable experience. Recently we went on a 14D West USA and Hawaii tour.

Matthew was very knowledgeable, efficient, helpful and calm throughout the tour. I must say he handled several trying, conflict situations well. Some examples include the following:
1. There was some misunderstanding between two groups of customers resulting in exchange of physical blows and vulgarities. He managed to keep cool and break up the quarrel.
2. There were a couple of elderly customers on this tour. He was very patient with them.
3. He played appropriate DVDs to introduce places of interest before we arrive. This helped in the appreciation and understanding.
4. At Disneyland, he guided us to the best attractions for the first half of the day. This helped to save time and miximize our enjoyment. I have traveled with other tour groups before. The guide left us on our own to wander around the heme park. I am pleasantly suprised that he took the trouble to guide us. With good planning and coordination, we were able to zip around the park with minimal waiting.
5. My mother wanted some water. Without hesitation, he volunteered to get some for her. Now that's what call good service.

I will be happy to act as referee for Matthew. Should you need any futher clarifications, I am contactable at (65) 9380 XXXX.

Yours Truly,
Ms Serene kee
Relationship Manager
UOB Privilege Banking

Hi Dynasty travel

I would like to compliment your staff (Ms Ivy) for her excellent and friendly service on sat 26th March 2005.

I was in the main branch in Prime Center on sat 26th, around 3-4pm. All the customer service officers were tied up with customers. As I am in a rush, I approached Ms Ivy instead to query on the cruise package for Caribbean travel in DEC, even though she was in the midst of some documentation works. Ms Ivy stopped her work and immediately furnishes the relevant info and brochures for the Caribbean tour. She also explained in details on the cruise package, rooms type and programme itinery. I am very impressed with her excellent service.

Best regards
Mark Tan