April 25, 2017

Going Above and Beyond Customer Service for a Unique Relocation

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Going Above and Beyond Customer Service for a Unique Relocation

Posted by: Tiffany Snowden, Client Services Manager

Stellar customer service is more than just checking off a list of to-do items. For two families from Kazakhstan, we showed what it means to go above and beyond the call of duty. After a 5,000 mile trip, with two children and a baby in tow, and a three-hour bus trip… the families arrived in the remote town of Cold Lake, Alberta.

A Warm Welcome in a Cold Place

My team and I made arrangements with local destination agents – members of Cartus’ global supply chain network – to swiftly guide the families through customs. But we took things further: knowing that a Canadian winter was approaching, we had the families taken shopping at the client’s direction for warm, local winter clothes to make their stay in Cold Lake more comfortable. We also helped them secure properly winterized rental cars, assisted with lease terms, and guided the family through cultural training, home finding, and area orientation. We were happy to take calls at any time of the day or night to help them feel comfortable and secure.

When an emergency arose and one of the children needed to be rushed to the hospital, my team stepped in to help them through this anxious time, made more frightening by being in a foreign country with little knowledge of the language and customs. We quickly received client approval to send funds to make sure that the family could get the immediate emergency care they needed, resulting in a grateful family and happy child.

Given that the families were in Canada on training visas, their children were not eligible to attend the local public schools, so we presented creative and flexible options for local private schools and daycare programs, escorting them to view the facilities so they could make an informed decision. We were also able to negotiate fully furnished single-family homes with six-month leases, as any lease term could not surpass the end date of the visas.

A Successful Relocation for All Involved

The result? Even given the additional pressures of tight timeframes for job deliverables and last minute travel needs, I’m glad to report that we were able to make the families’ experience in Cold Lake a very warm one indeed! Watch our short video for the whole story, and see more stories like this by visiting our Have Done, Will Do page on Cartus.com.

Picture of Tiffany Snowden

Posted By

Tiffany Snowden

About Tiffany

Tiffany began working at Cartus in 1998 as a manager in Relocation Accounting in Irving, moving through a number of positions to her current job as a Client Services Manage. She also has experience working for a number of years in the relocation and mortgage industry.

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