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There is no one department at Interval International that handles
customer service issues.
That’s because every Interval employee is con-
sidered a champion of customer satisfaction, whether for approximately
2 million member families or the developers and employees of about 3,000
affiliated resorts worldwide. As Roy Peires, chairman of CLC World,
observes, “As far as reaching and speaking to someone at Interval, it is easy.
They are very attentive to our needs. We have direct access to everybody.
Our relationship with the people is one of the biggest assets to partnering
with Interval.”
Interval employees are adept at serving two constituencies. Supporting
each fulfills the needs and interests of both groups. Resorts that enjoy tech-
nical and logistical customer support better serve their owners. And
members who are well-taken-care-of by Interval’s vacation advisers remain
more engaged and loyal owners.
Interval is keenly focused on advanced technology that supports prod-
ucts and programs. But high-tech is of little value to a business if not driven
by what’s most important: establishing strong, long-term relationships; treat-
ing each member and client as if he or she were the
only
one.
And this service ranges from day-to-day situations to extraordinary cir-
cumstances. “There have been times when our members have been
adversely affected by natural disasters,” recalls Craig Wood, CEO of Accor
Vacation Club. “Over the years, Interval has come to the rescue of our mem-
bers, providing alternative accommodation, adjusting reservation dates, and
more.”
That Interval International relies on state-of-the-art technology to serve its
customers is a given. But more importantly, that technology gives Interval
employees the means to provide members and developer partners with the
ultimate in customer care.
“The people are what make
Interval great. They have good
chemistry and camaraderie
amongst themselves and those
they interact with. They value
the relationship they have had
with me personally, as well as
with the companies I’ve
represented over the past 25
years.”
— James Casey, senior vice
president of vacation ownership,
Capital One, associated with
Interval International since 1993
Operations Made EASy
“The Exchange Access System (EASy) was designed to give resorts access to their
owners’ deposits and exchange information. This way, they know who is coming to
their resort as soon as the member is confirmed, allowing opportunity for personal
contact. Just another way we make things easier for both our clients and our
members.” — Soraya Gonzales
Service Spoken Here
From Tagalog and Thai in Singapore to English and Afrikaans in Cape Town, more
than two dozen languages are spoken at Interval International’s offices in 16
countries around the globe.
Satisfied Customers
“91.6 percent. That’s the average customer satisfaction level of Interval members
who responded to a customer service survey after completing a phone transaction
with Interval’s Miami Member-Services Center in 2015. We’re very proud of that
level of service.” — Lori Card-King
1976–2016
“The beginning of our relationship was built on trust and support in 1985. With several hundred
memberships sold and being left without an exchange company, Interval International stepped in and
assumed all of these memberships and serviced our members.”
— Fernando Gonzalez Corona, president, The Villa Group, an Interval affiliate since 1985
“Interval and its employees
are very much a part of the
team at King’s Creek.
Everyone knows and has
access to our Interval
representatives, which is a
huge asset to us as an
independent developer.”
— Kevin Jones, president and
CEO, King’s Creek Plantation,
an Interval affiliate since 2000