Princess Looks to Upgrade Its Service to Agents

Travel agents shouldn't be suspicious if Princess Cruises starts asking them more questions; it's all part of the line's new service plan. Beginning this week, agents who make inquiries with Princess will be asked to provide feedback, which will be used to ensure that agents are receiving the proper level of service. "We'll be able to track the service we provide virtually instantaneously, which will enable us to quickly identify any areas for improvement," said Jan Swartz, senior vice president of customer service and sales. At the end of calls, agents will be asked to participate in a quick survey, which takes less than a minute. The information gathered will then be used to track how well Princess representatives are handling agents' inquiries.

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