Question

I'm writing a case study analysis for the article- Priceline now known as (Book Holdings) CEO on creating an In house Multilingual Customer Service Operation- I need to write a paragraph or two for and Stakeholder Perspectives section

Answer 1

The case study is about Mr. Darren Huston who was given a Job in Priceline.com while he was working for one of it associate firms in 2011 when he was told to handle the site called booking.com but at that time he had no idea about any such website existed at that point of time. So, he decided to take up the job and while looking at the website, he found out that the site lacked customer interactions and thus history of Huston who had studied in various countries and where he could find very few people speaking English, so he had learnt a lesson that it was very hard for students as well as tourists while traveling to deal with people with various different languages. After become the head of Priceline.com and while handling the customer service when they opened up a small call center in the least expensive cities of USA, they had to face problems while dealing with customers as they have only 30.8% of customers speaking English and rest are other various languages across globe. So he decided to get people on board who could help, eventually he found out that the common factor between the people speaking other languages was that, they could speak one common language English well, so he got the various recruiters on board and thus the journey began and he had to not look back because of the enhanced service and people being ready to pay an extra charge to speak to someone in their language and making them understand there problems while booking.

All above being said and the business going very well, the board eventually made Huston the CEO and the head of Priceline.