Ms. Doan Thi Hoa – Specialist in charge of the cooperation of Lotusmiles Center. (Cre: DTH).
When VNA received the 4-star certificate for the fourth consecutive year, I was delighted and proud that the airline I work for continues to affirm its quality and match the global quality level of other key airlines around the world. On the journey towards receiving this title, there have been such vital contributions made from our Lotusmiles employees. For VNA to achieve and maintain 4-star service quality, the service style of members at the Call Center must always be warm and responsive when customers call in. Also, we always keep a separate line open for our VIP members. In addition, the center has a standard time for reply to customers’ queries via email that all staff try to adhere to.
For our partners, the frontline team of Lotusmiles must also show professionalism, and bring comfort and sincerity to the program’s partners, exemplifying a 4-star airline experience in every aspect of service. As a result, partners will be more enthusiastic to cooperate with VNA in a wide range of programs and will help to generate revenue for the Corporation.
Our work requires higher standards from partner selection, signing, and implementation. Fields of service must be more diverse to satisfy the needs of our members. As VNA reaches towards 5-star quality, we must continuously improve our knowledge base and skills to work even more proficiently and professionally.
VNA has recently made a breakthrough in its image and service quality domestically as well as internationally. When it comes to VNA, people think of their modernity, dedication, and professional services. I feel that participating in VNA’s 4-star journey is demanding and requires the full effort of many divisions in the Corporation working harmoniously.
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I was born under the sign of Libra horoscope, I am very dreamy but also a realistic”
At the center, we will undoubtedly apply the latest technologies to improve our programs, enabling faster and more efficient work or data exchange for the sake of our customer services. At the same time, we will also implement numerous applications to increase the product experience for Lotusmiles members, enhance interaction, create opportunities for them to accumulate miles, as well as offer them a wide array of attractive gifts, thereby motivating them to fly more with VNA, gain an increased affinity for VNA, and show a heightened loyalty for VNA.
Having been with VNA for the past seven years, I realized that the Corporation had made many improvements (for example, striving to take good care of its employees by increasing salary, social welfare, and other benefits). For flexibility and better operation, the Corporation might pay salary by position, nature of work, or have a commission mechanism for the revenue generation department, thus creating added motivation for all of its members.
In Lotusmiles Center, we are as close as family. The most memorable experience for me was the campaign to rescue watermelons for farmers launched by the Youth Union. When watermelon trucks arrived at the Corporation, each employee lent a hand. At first, few people knew about it, but after a while, while in the Corporation’s yard, each staff member supported the farmers by purchasing 1-2 big and juicy watermelons, emptying the farmers’ trucks. At that time, I felt happy, warm, and proud to be a VNA employee because of everyone’s sympathy and action.
