{"id":4954,"date":"2025-10-30T12:24:30","date_gmt":"2025-10-30T11:24:30","guid":{"rendered":"https:\/\/www.mstholding.com\/blog\/?p=4954"},"modified":"2025-10-30T15:35:17","modified_gmt":"2025-10-30T14:35:17","slug":"costa-cruises-and-mst-holding-a-joint-voyage-toward-international-excellence","status":"publish","type":"post","link":"https:\/\/www.mstholding.com\/blog\/en\/costa-cruises-and-mst-holding-a-joint-voyage-toward-international-excellence\/","title":{"rendered":"Costa Cruises and MST Holding: A Joint Voyage Toward International Excellence"},"content":{"rendered":"\n

MST Holding and Costa Cruises have been recognized as finalists at the 2025 European Contact Centre & Customer Service Awards (ECCCSA) in the category of \u201cBest Employee Experience\u201d \u2014 an achievement that highlights their shared commitment to building inspiring, educational, and human-centered work environments. <\/strong>This nomination reflects the essence of the project both companies have developed in Barcelona: a multilingual customer service model that combines operational excellence, cultural proximity, and a deep connection between the team, the brand, and the environment. Being finalists in this category represents international recognition of a way of working where employee well-being directly translates into an exceptional customer experience.<\/p>\n\n\n\n

In a globalized and highly competitive market, standing out is not only about delivering good results \u2014 it\u2019s about building real connections between people, their environment, and the service itself. This is precisely the foundation of one of the most inspiring projects of MST Holding\u2019s International Unit: our multilingual customer service for Costa Cruises<\/strong>, developed from an unbeatable strategic location \u2014 just one kilometer from the Port of Barcelona<\/strong>, the embarkation and disembarkation point for a large part of the Costa fleet.<\/p>\n\n\n\n

This physical proximity is much more than an anecdote. It represents an experiential approach to customer service<\/strong>, where our agents become true brand ambassadors \u2014 living the product firsthand, embracing its culture, and generating a level of connection and understanding that is hard to match in more distant or impersonal environments.<\/p>\n\n\n\n

A Multilingual Service with an International Soul<\/h3>\n\n\n\n

From MST\u2019s international hub in Barcelona, we support customers from across Europe in different languages, channels, and time zones. The Costa Cruises project<\/strong> is a clear example of how we combine operational excellence<\/strong> with a human and empathetic approach<\/strong>, adapting our service to the specific needs of different markets and cultures.<\/p>\n\n\n\n

The teams assigned to this project include native or bilingual profiles in languages such as Italian, French, German, English, Spanish, and Dutch<\/strong>. This ensures smooth and close communication with the end customer while reinforcing the traveler\u2019s positive experience throughout all stages of the relationship cycle \u2014 from the initial booking to post-sales, including inquiries, service modifications, or incident management.<\/p>\n\n\n\n

But what truly makes this project unique is its differentiating focus<\/strong>: training our agents not only in processes and protocols but also in real-life Costa experiences<\/strong>.<\/p>\n\n\n\n

Experiential Training: Living the Product from Within<\/h3>\n\n\n\n

One of the keys to the success of this collaboration has been the joint design of a training plan with a strong experiential component<\/strong>. We know that someone who has lived an experience can describe and defend it authentically. For that reason, we\u2019ve built a training path that allows our teams to get to know the product firsthand.<\/p>\n\n\n\n

Among the most notable training initiatives are:<\/p>\n\n\n\n