11/13/2012
In the current business world, customer service is touted but almost does not exist. You have an exceptional employee, Maria, who exemplifies what outstanding customer service should be to your clients. She is not only very efficient, knowledgeable, courteous, thoughtful and eager to solve problems, she is the kind of person that makes your organization stand out. I have been a world traveler for more than 50 years. I have dealt with many travel agents. Most are not as knowledgeable as I am. I am a retired California attorney and a retired business owner in the Western states with more than 100 employees. During my recent cruise on Oceania, storm Sandy caused the itinerary to be changed. Maria knows the problems that we had with Oceana and has already addressed those issues with them. She filed a claim form before I even reached home. She sent me an email before we knew where we were going to disembark telling me she had already contacted Oceania to determine our status. I was extremely frustrated with the Oceania mid-level employees that made me feel like they could care less. When I called Maria to find out if she could get us a flight out of Boston, I experienced a caring and concerned person who made me feel like I was not alone in this situation. She has continued to help with problems I do not feel are for her to take care of. If I were still active in the business world, I would try to steal her from you. You are very lucky to have such a person in your organization. And as a direct result of her outstanding performance, I shall continue to use your organization for my travel needs. Ardene Larsen"
