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Meet General Manager Customer Service – Karen Scharnbock

Karen explains how Travelmarvel's Customer Service team has risen to the challenges of 2020, so that guests can head on out and answer the call to travel once more.

Why Travelmarvel?
I just love the people in the business. Everyone is passionate about travelling and all departments work together to keep the business moving. The collaboration and fun we have on a daily basis makes it a great environment to thrive in. I am also very proud of the product and the experience we can provide our guests – when you see them at expos and they talk about how many trips they’ve done or what they most enjoyed it makes it all worthwhile!


What sets Travelmarvel apart?
I think the culture we have sets us apart. We are always evolving our product and looking for new ways to wow guests – you don’t last 93 years by doing the same thing over and over again.

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What exciting things are you and your team working on?
We are evolving our processes and procedures and thinking of new ways to do things which I always find super exciting. We are focused on ensuring we have the very best systems in place for our workforce so the working from home experience is top notch and also taking this opportunity to upskill our staff by provide some more training. We strive for very high engagement with our teams and are always looking to build on the great service standards we already have!

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What changes have you made to customer service to respond to the recent crisis?
We introduced a dedicated team to service our guests and agents who were affected by suspensions. This allowed us to have a group of people with the skillset to pay that extra attention needed to people who have been disappointed by not travelling, through offering a tailored one on-one customer service. The response we have received about that team has been very positive.

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What destination is ‘calling’ you?
I was meant to travel to Costa Rica in August so that will be top of the list when those planes take off again!