Marlink is a leading provider of comprehensive connectivity and IT solutions. Providing reliable satellite internet for oceanic cruise lines or coverage in remote areas and locations requires flawless infrastructure, as well as high flexibility and excellent customer service.
The overall goal is to provide high-quality global customer service and communication. To achieve this goal, a development program was developed in collaboration with responsible managers. The development program is intended for customer service representatives and hotlines, technicians, and specialists in customer-facing roles, as well as customer administration staff. It is divided into practically oriented training modules led by instructors and supported by e-learning materials. To ensure a consistent level and high standard of customer communication worldwide, the program is implemented in Marlink’s customer centers in Europe (Slovakia, France, the Netherlands, Norway), Asia (Singapore), and the USA (Houston).
Although the development program spanned two years (2018 and 2019), we are delighted that the recognition and feedback from participants have been very positive. The improvements achieved in customer communication have begun to contribute to customer feedback trends and business experience metrics.
Blaise Francisco, Program Manager Operations, Marlink BV: “The level of cooperation that we have with FBE, combined with their expertise and constant efforts to create a better training experience, have made our partnership very successful. The trainees have given the training a very positive score and have been asking for more since then.”