Canadians are often recognized for their kindness, generosity and friendliness. Now they can add great customer service to the list too. According to a recent global study* of more than 100 countries, Canada ranked first in ‘customer service’, followed by Italy and Australia. Echoing the nation’s honourable title, G Adventures, the world’s adventure travel leader, understands the importance of strong client relationships and constantly strives to exceed its customers’ expectations.
“We are passionately committed to those we serve. Our customers are our brand ambassadors,” says Lyndon File, Customer Satisfaction & Safety Manager of G Adventures. “Leading with Service is one of our core values, which is woven into all areas of our operations. We’re constantly identifying opportunities to provide better service.”
Organizational culture is a critical part of G Adventures business model. The company supports an entrepreneurial culture, which is powered by its ‘Culture Club’, an internal department that actively promotes the company’s core values to its global staff. G Adventures has a unique commitment to its staff, commonly referred to as “Gappers”.
“Gappers don’t answer the phones with standard greetings,” says File. “’Thank you for calling G Adventures, are you ready to Embrace the Bizarre with Lyndon?’ is a great way to introduce our clients to our core values and opens up the dialogue,” he adds.
Lifetime Deposits
Understanding that travel plans change and sometimes need to be delayed, G Adventures introduced the industry’s first Lifetime Deposits, an innovative level of customer service and flexibility. Customers who need to delay a departure can retain their initial deposit for use at a later date at no extra charge.
G Adventures customers also have the option to transfer Lifetime Deposits to another traveller at no additional charge. Similarly, travellers can donate deposits to Planeterra and G Adventures will match the value of the donation dollar for dollar.
More than 1,000 G Adventures travellers benefited from Lifetime Deposits in 2010. For more information on Lifetime Deposits, visit www.gadventures.com/lifetime-deposits.
Round-the-Clock Service
Demonstrating its dedication to premium customer service, G Adventures offers 24/7, round-the-clock service. Globetrotters have the flexibility to craft their travel plans with the operator’s CEOs (Chief Experience Officers) any time of the day or night. The convenience also extends to travellers on the road who wish to connect with a G Adventures representative. Instead of receiving an after-hours voicemail, customers rely on the reassurance of a live person, and constant, readily available service.
“We’re a global company with more than 1,000 trips and travellers in more than 100 countries. Providing 24/7 service is more than leading with service and doing the right thing – it’s a business necessity,” says File.
About G Adventures
G Adventures is a world leader in the adventure travel industry offering small group adventures on all seven continents and beyond to more than 100,000 global travelers annually. The award-winning trips, which focus on culture, nature and active travel, are ideal for those with a sense of adventure – people who want to leave the beaten path and authentically immerse themselves in a local culture or environment to experience the real world in a sustainable manner. Demonstrating its ongoing cultural, social and economic commitment to responsible tourism, G Adventures established the Planeterra Foundation, as a way the company and its travellers can give back to the communities visited. For more information, please visit www.gadventures.com and www.planeterra.org.
*Country Brand Index by Future Brand, a New York-based global brand consultancy.