When the pandemic hit and international travel came to a halt, Travelzoo faced its most difficult and trying times. People were afraid of traveling and were required to stay at home. Despite the fearful conversations people were having, Lisa Oswald, SVP, of Global Customer Service for Travelzoo shares how she and her team became the voice of calm and reassurance for the anxious traveler. Listen to this episode of the Customer Service Weekly Podcast as we Ignite CX Celebration through stories of resilience, empathy, and commitment to caring.
Lisa P. Oswald is senior vice president of global customer service, in support of Travelzoo’s 30 million members and clients worldwide. Well-versed in travel, previously, she was vice president of operations and customer service for Priceline.com, where she led sales and service for the dot com and its affiliate partner network, from start-up through a decade-plus of transformational change. Lisa is a chapter leader with SOCAP International, the customer care industry’s leading professional development association, and an Advisory Board member with Execs In The Know, a global community of customer experience executives. In 2018, Travelzoo was named the People’s Choice Stevie Award Winner for Favorite Customer Service in the travel and hospitality industry.
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00:37 – About Lisa Oswald and Travelzoo
02:48 – Tough times in the travel industry
04:51 – Positive changes brought about by the crisis
09:07 – The feedback loop between the agent and the customer
12:57 – How Lisa Oswald and Travelzoo celebrate Customer Service Week
15:08 – Celebrating with remote workers
17:10 – Learning from past failures and focusing on positive stories and feedback
21:08 – Opportunities for growth
24:07 – Things that are not true anymore
26:24 – Advice for future leaders
28:26 – Helping leaders build their creative muscles
30:49 – Connect with Lisa Oswald
“You need to develop an aptitude for empathy for your customers and for your colleagues.”
“Become the best storyteller you can be.”
“We all have talents, we all have hidden gifts, and it’s just a matter of having the persistence and the courage to keep trying to uncover them.”
“The right time to experiment is right now.”
Links and Resources
Lisa’s LinkedIn: https://www.linkedin.com/in/lisaposwald/
Lisa’s Email: email@example.com
Travelzoo website: https://www.travelzoo.com/
Customer Service Weekly Facebook: facebook.com/customerserviceweekly
Customer Service Weekly LinkedIn: bit.ly/CSW_LinkedIn
Customer Service Weekly Twitter: @MyCSWeekly
Customer Service Weekly YouTube: bit.ly/CSW_YT