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Customers' Compliments
19 Nov 2007 My group of 6 comprising my husband, his brother and wife, and 2 aunties thoroughly enjoyed our 10-day holiday in Jiuzhaigou. This is largely due to the nice scenery, tour guide and the driver. Kindly convey our thanks to Xiong Mao Li Yu Gong Si for providing us with an excellent tour guide, Ms Jiang Chen Yuan (Yuan Yuan), and an experienced driver, Mr Chen. Yuan Yuan impressed us with her efficiency and knowledge in the places we visited. Through her, we learnt a lot of the history and culture. Her caring and thoughtful ways endeared her to us. She applied Chinese medicated oil on my auntie after she had a bout of vomiting. My auntie immediately felt better. She gave us tidbits to eat in the bus when she knew that we would arrive for dinner a bit late. When I told her that I wanted to buy a map of Jiuzhaigou, she went with me to the shops to enquire. I managed to buy the map. Chen Sifu is a cheerful and experienced driver. Some of the roads were quite bumpy and some were winding. But he made us feel safe with his careful driving. We are pleased that Dynasty Travel has good partners like Xiong Mao Li Yu Gong Si in China, and look forward to booking China trips with you in future. Regards. Lena Subject: great service dear Sir/Madam, I am impressed by the service of Stella, one of your staff who stood in for Irma while she was on leave on 4 October. Although i gave a late positive reply to go on a tohuku trip due to start on 30 October, i paid a deposit of $500/ to confrim a seat on ANA airline two Saturdays ago. Having waited for some days, i tried to get your staff to give me an answer as to whether i was successful. On 4 October, stella served me and by 5 October noon, she had confirmed my booking. Her effectivenss and speed in getting things done impresses me. I was overjoyed to hear the good news as it is a trip with my sisters. I am glad that Stella has been there to render such great service to me and make my trip with my sisters possible. I am positive that she will continue to be a great asset to your agency. MS GOH SIOK HONG MAGDALENE National University of Singapore ARTS & SOCIAL SCIENCES B.SOC.SCI.(HONS.) 1985
Dear Sir/Madam
Name of Travel Consultant that you booked from: Lesley
Subject: feedback (Brenda (air ticket reservation))
Ronald,
Thank You, Dynasty Travel for a wonderful trip to Gold Coast,Tangalooma, Australia. (7th-13th June). 07 July 2007 Last month my son and I went on a Tokyo tour with your group.(14th June to 19th June 2007. ) I must really appreciate your travel arrangements. I don't think there is anything that I need to complain about. Just fine. Congratulations. Prof. Kanan MOhamed Departure date : 31st May 2007 Tour Leader/Rep : Matthew Ong / Le Roy
Comments about Tour Leader: 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 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 Mary, I had recently just returned from a fantastic trip in Russia & have much to say about the fantastic service rendered by the good people at Dynasty. Let start with Matthew, who was the tour manager throughout those days. He was efficient, highly personable & at every moment, always made sure that every individuals needs were met impeccably. Something I feel thats very rare & lacking in the service industry in Singapore, but Matthew went that little extra mile to make sure that his customers were satisfied & if there were situations that were difficult & beyond his control, he always made sure that his customers weren't excessively frustrated. He remained professional throughout his tour managing in Russia & was a very calm, collected & steady man. He would not hesitate to offend a third party agent, all in the name of making sure that his Singapore customers are well taken care of. This, I feel, is assertiveness that is needed in many tour agents. Instead of what others will do as to merely apologize for inconveniences caused, Matthew made sure that inconveniences should not be felt by the customers, instead should be the sole responsibility of themselves as agents. Well done Matthew! You deserve a grand pat on the shoulder! Oh & I heard you flew off to the US shortly after you returned! Outstanding diligence I'd say. Last but certainly not least, I must also take this opportunity to thank & pay compliments to Jennifer Mak for rendering amazing counter-desk service. I have since several encounters with her, recommended many of my friends to visit Dynasty & make sure they ask for Jennifer. I suspect it will be a tremendous lost to the company if you should one day, cease to work for Dynasty. Because of you, Dynasty stands above other Peoples-Park agencies in that you are not some mass-produced tour facility. People pay for a tour service because they want to be attended to, in as boutique a manner as possible. And you lived up to it! Well done too Jennifer. I am a repeat customer, so maybe I have preconceived notion of your agency.? Still, because of that, I have much higher expectations of Dynasty & you lived up to it! Cheers & Merry Xmas Matt & Jenn! Anthony Departure date : 19 October 2005 Tour Leader/Rep : George / Jasmine Lee
It was enjoyable & pleasant trip Overall we received a good deal for the amount we paid. Rosie Wee & Choy Yok Kay Edwin Mark or foresight to ensure trip not too tiring or long. Dynasty Traveller Ho Yok Fong & Lee Keng Yeng Departure date : 27 October 2005 Tour Leader/Rep : George / Jasmine Lee
Jasmine is a very good tour respresentatives she is able to explain clearly all the historical to try her very best to connecct the flight to Jeju ontime Serene Loh Content of her speech, stories were excellent, coupled with a strong knowledge of Korean history, culture political background. Impressive Hoe Boon Chye our journey from one destination to another. She is knowledgeable, humerous, entertaining us. Dynasty Traveller It has been since a week that we have returned to Singapore after our vacation in Korea and we thought that we should send you this note to thank you for your outstanding and highly professional support in arranging our 8-days trip. We are glad to have you as our tour guide as we know that you have put in tremendous effort to ensure that our trip was smooth sailing from day one. Your professionalism and commitment were shown during the 8 days of our trip. On many occasions, you and your team (local tour guide and camera woman) went out of your way to take care of all the details in ensuring the best results. Your team's planning, execution and attention to details in arranging our itinerary was impressive In addition, we were especially impressed by the care and assistance rendered to the handicapped and elderly members in our group. Your effort and support given towards attending to their needs were greatly appreciated by all of us and we want to compliment you and your team for this. We have enjoyed our vacation and once again, THANK YOU! Best regards, Carolyn Cheo Peng Lian and Andy Tan Boon Kong 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 Wish to express my heartfelt appreciation to Matthew on my 8 days tour to Korea on 8th April 05. During my trip, I realized that my luggage was unable to open as I forgotten my "secure number". He made effort to come to my room and help to toggle all possible combination number in his effect to try to strike the "secure number". At the end, I contacted my family in Singapore to recall the "secure number" and managed to open my luggage. I appreciate his attempt to help. He also demonstrated his helpfulness by helping to push the wheelchair for some tour member who was on wheelchair throughout the trip and helping him to get up when he need to stand him to make his way to toilet. Together with the tour guide in Korea (Mr. Chen) he fork out money to buy some basic toiletries to all the members in the group when hotels do not provide these items. All these showed that he is caring and responsible and helpful. He also displays cheerful personality throughout the trip which made our trip a memorable one. Regards June Leong Joon Pheng This is Mr. Anthony Keh. I recently traveled on a 16Day Europe (Rome-Lourdes) pilgrimage with your travel agency, Dynasty Travel Pte Ltd. I have decided that it will not be fair to return to Singapore & not put in a very good word on Peter, our travel guide from your agency. Peter has done an incredible job whilst we were in Europe. He has exhibited the qualities of what every good travel guide should possess - Patience, People-oriented, Understanding & Adaptable. There were many moments during the trip when tensions were high & hotel staff were uncooperative. Peter rose to the occasion & proved that he was a good & quick & decisive problem-solver. I am very grateful to Peter for all that he had done during the Europe pilgrimage- trip. And I am sure many of the other guests would have felt the same. It is with travel guides like Peter, that makes the difference between travel agencies. Keep up the good work Peter & I hope I have the honor of having him onboard our next trip with Dynasty Travel. Best Regards, Anthony Keh (Mr.) Our group had returned safely on 23 April 2005. Thank you for your wonderful arrangement which all of us has enjoyed very much. Especially your tour manager, Peter Teh who I would specially like to praise about of his good work. Peter is the best tour manager I have ever encountered so far, he is very responsible and taking good care of all participants throughout. All of us like him so much and would want him to be with us again in future pilgrimage. Well done and look forward to future co-operation soon. Regards Paul Lu Mrs Low Mo Lian During the trip, Sharen has always been friendly and most helpful in attending to the requests and needs of the Group. Most of all, i am impressed with her excellent service attitude. I misplaced a newly purchased windbreaker in the factory outlet. As a matter of conversation, I told Sharen about it only when we were departing for S'pore. Without any hesitation, Sharen offered to help trace the item though on the understanding that the chance of retrieval is slim. I am impressed and most appreciative of her effort in helping me to trace the item. Besides, she also took the trouble to keep me informed of the outcome and action taken notwithstanding the fact that the trip has ended. She has certainly demonstrated good customer service and gone beyond her duty as a tour leader. Well done, Sharen!! Suzie Mok We are really impressed with your assigned Tour Leader Mr James Ang. We enjoyed the trip very much and a large part of the extra difference is because James Ang made us feel so comfortable and good from the minute he met us at Changi Airport. Mr James Ang briefed us thoroughly on every detail and even problems like the fire at Hardrock Café and the shortage of food at a restaurant was handled so professionally by him He took care of our every single request. He even carried our heavy bags for us. Our children simply loved him. Mr James Ang is the best Tour Leader we have had the pleasure of meeting in all our many holiday trips. We will not hesitate to speak highly of Dynasty Travel and your Tour Leader Mr James Ang. Wong Keng Leong Rayney / Wiong Ai Poh Joanne / Lee Ngoh Bah / Siong Beng Lee / Varlerie Wong Tze Pei / Benjamin Wong Zhen Zhou In one case, when one of our group accidentally tripped and fell, she patiently stayed back to tend to her and gave her comfort In another instance, when two of us decided to visit Jinmao Tower, Shanghai, on our own for the first time, she willingly offered to accompany us to make sure everything would be alright. We really enjoyed our night out with her. Leong Kin Yew / Katarina Widjaja I would like to inform you that I had joined 8 days korean tour which is from 7 sep - 15 sep 2004, I felt very happy and satisfy during that tour and also local tour leader mr eric soon he works very hard indeed,I hope I will with dynasty travel again some other time... Jo Susanto Also not forget the good company from your Korea tour guide Mr Eric Sun. He is a very good tour guide and from him we learnt a lot & understand more about Korea eg: history, culture & etc..... Here a BIG THANK Q to him . Keep it up Dynasty Travel and Mr Eric Sun.... Mr & Mrs Lee Yun Loong Mr Lim Lian Hai Ms Annie Tan Ms Francesca Koh |
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