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"Poor customer service costs UK firms billions Ė so why canít they get it right?"

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"Poor customer service costs UK firms billions Ė so why canít they get it right?"

Old 5th Feb 2023, 16:53
  #21 (permalink)  
Paxing All Over The World
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Yesterday I encounterd another aspect of modern 'customer services'. We needed to put some things into storage for three months whilst we do a project. Many companies compete and I selected one based 50% on their service by email and phone.

When I had completed the paperwork with them and was about to leave, I had this exchange with the assistant:
"We would appreciate a Google review, if you can."
Yes, I can do that.
"It's just that we get assesed by those reviews"

We talked a little further and I could see that it was another way that the corporate world outsouce their staff managment to someone else. They have decided to read what customers put online, rather than understand their own staff. I will give them a good review because that is part of why I selected them but I feel very sad for the staff. She also said that she works part time but had to meet the same review targets as full time staff.

A few yers ago, I had the same request from a car salesman, although that was a paper feedback form. Happily, I did have a good experience and could answer honestly. When I started work, it was still called Personnel, then it bacame Human Recources, now?
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Old 5th Feb 2023, 19:54
  #22 (permalink)  
 
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It used to be a thing to sneer at the Americans and their "Have a nice day!" approach - how unauthentic, keep it real!

Then you experience it, and it's actually quite nice to deal with somebody polite and pleasant. Way better than a totally authentic disinterested grunt and sneer.
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Old 6th Feb 2023, 02:29
  #23 (permalink)  
 
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One of the upsides to Japan is the friendliness of staff and willingness to run in any direction for you to find what you want. Absoute basic line for any company wishing to succeed, and for any staff wishing to keep their job.
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Old 6th Feb 2023, 08:08
  #24 (permalink)  
 
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Originally Posted by SWBKCB View Post
It used to be a thing to sneer at the Americans and their "Have a nice day!" approach - how unauthentic, keep it real!

Then you experience it, and it's actually quite nice to deal with somebody polite and pleasant. Way better than a totally authentic disinterested grunt and sneer.
In the USA serving people is not considered demeaning at all it's considered a worthwhile job in its own right - much the same as waiting was in France - a career not a part time job.
I worked for a very large US company in the States and the wife of a VP worked all day in a local diner serving. She liked it , she was good at it and no-one thought it was odd
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Old 6th Feb 2023, 08:42
  #25 (permalink)  
 
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When I was at college in the US one thing I found strange was when entering an eatery for example, my friends would call the male staff at the counter 'sir'.
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Old 6th Feb 2023, 10:40
  #26 (permalink)  
 
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Originally Posted by PAXboy View Post
Yesterday I encounterd another aspect of modern 'customer services'. We needed to put some things into storage for three months whilst we do a project. Many companies compete and I selected one based 50% on their service by email and phone.

When I had completed the paperwork with them and was about to leave, I had this exchange with the assistant:
"We would appreciate a Google review, if you can."
Yes, I can do that.
"It's just that we get assesed by those reviews"

We talked a little further and I could see that it was another way that the corporate world outsouce their staff managment to someone else. They have decided to read what customers put online, rather than understand their own staff. I will give them a good review because that is part of why I selected them but I feel very sad for the staff. She also said that she works part time but had to meet the same review targets as full time staff.

A few yers ago, I had the same request from a car salesman, although that was a paper feedback form. Happily, I did have a good experience and could answer honestly. When I started work, it was still called Personnel, then it bacame Human Recources, now?
I work as customer service agent. We used to be rated by a member of the staff - based on using specific text or how our voice was heard. Company scrapped that employee review system. Instead we are judged by the customer on how we performed on Fist Contact Resolution, Net Promoter Service (or something like that), Customer Satisfaction and Average Handling Time. The customer gets an automated call after we hang up. Problem is the customer does listen very careful on what the scales are and he may use the system to attract attention from management by giving the agent a bad grade.
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Old 6th Feb 2023, 10:53
  #27 (permalink)  
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Yes, I have had those kind of feedback request. Some are by TXT/SMS and others are email. Often I find, the options are very limited and they are very 'Boolean'. More often than not I want to say (and do when given a free text box): "Your Agent worked very hard to resolve the problem created by your company. They were very helpful - the company was not."
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Old 6th Feb 2023, 11:16
  #28 (permalink)  
 
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Fist Contact Resolution
Trying to tell us something?? ​​​​​​​
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Old 6th Feb 2023, 12:18
  #29 (permalink)  
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Today's NON Customer Service is with the old enemy VS. Once they were majority owned by Delta - I think we all saw the changes. Their website was ported to the USA and screwed up a flight booking we had had, we got the flight but not the seats that had been Confirmed. At the time the CC quietly acknowledged the problem on the website.

My sister has a Voucher and needs some information on changing it, it's validity and so on. I logged into her account and started through the webchat with the Bot. I finally got it to direct me to a human - only to be told that all agents were very busy and try later. No, you are in a queue - just dumped.

Do the UK mgmt have any authority left in them?
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Old 6th Feb 2023, 13:03
  #30 (permalink)  
 
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Originally Posted by PAXboy View Post
Once they were majority owned by Delta
Delta have certainly had a huge influence over Virgin Atlantic, but I don't think they have ever owned more than 49%.
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Old 6th Feb 2023, 20:15
  #31 (permalink)  
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Yes, I know that Delta have never owned more than 49% but, since they bought in, I see the change in service levels. We also see that they dropped a number of routes so that the aircraft could be deployed elsewhere. Feeding Delta's network? One simple example is CPT. They used to run all year round, now only for the Southern summer. With SAA gone, BA have the route to themselves for much of the year, they often operate two rotations on a Friday or Saturday. At JNB, whilst they do serve the route every day of the year, BA have often run 1x 777 + 1x 380 a night. I see that, in June this year, BA are running 2x 380 a night. There is so much 'fat' in the South African routes to keep BA happy for years. As far as I can tell, over the last six years, Delta are calling the shots.

Today, I did another long wait through their web-chat. The first two attempts would not connect me to a human as they were two busy and 'chat' was terminated. At the end of the afternoon, I got through to a human, after waiting for over 40 minutes. If you are waiting on the phone, you can do lots of other things but you HAVE to keep the webchat window open - eventhough you are getting no kind of 'We'll Be With You Shortly' message. You dare not leave the computer in case the agent pops up and thinks you have gone. Ther is no muzak (fortunately) but some kind of automated msg to let you know that you are connected, should not be difficult.

When they answered, they were very helpful but it is so slow to type everything in, especially when your next question depends on the answer to the first. When I went through this last year for another voucher, I got the distinct impression that the agent was handling two 'calls' at the same time, due to the amount of time that elapsed when I was waiting for even a very simple question to be answered. Today was a little better. But it would have been faster by phone. I appreciate that some callers will keep the agent trying all sorts of options and not get off the phone ..! They could start by allowing you to rebook online with the voucher. But that simple option is not possible.

BUT since we have already paid them several thousand pounds and have been using their airline since 1986 - I think they are shooting themselves in the foot.
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Old 7th Feb 2023, 08:18
  #32 (permalink)  
 
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well the LSE consider 30% to be effectively a "controlling interest" in public companies so 49% is VERY controlling

They're effectively a Delta subsidiary
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Old 7th Feb 2023, 10:51
  #33 (permalink)  
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Thanks Asturias56. I did not know that but it makes sense. If the UK allowed more than 49% ownership - Delta would have taken 51%! My sister has confirmed details so today I have to tackle the web bot again. Will have a pot of tea to hand and possibly a brandy.
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Old 7th Feb 2023, 16:18
  #34 (permalink)  
 
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S.O.S Customers always want the lowest price and the highest service.

It is a general trend especially among the younger generation (well, younger than me) but I wouldn't say "always". I am one of those odd-balls (by today's standards) who is willing to pay more in return for a good service and after sales service. That of course depends if I can find an establishment which offers that option. They do exist and those I use I have used for years without any complaints whatsoever. They are admitadly becoming more and more difficult to find though.
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Old 7th Feb 2023, 20:09
  #35 (permalink)  
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If you want instant customer service when you enter a bank - wear a hat. Particularly if it's wide enough to hide your face from CCTV. Banks have discovered that they can derail a would-be robber's script by approaching them first.
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Old 7th Feb 2023, 22:17
  #36 (permalink)  
Paxing All Over The World
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It is some years since I gifted some VS points to my sister for her next trip here to upgrade to PE. I was expecting the usual administration fee but, wait for it, the cost of transferring the 33k of points was £247.50 since I had already promised my sister, I had no choice but to continue. Then the kicker 'Handling Fee £15.00' = £262.50

Those 'ancillary' costs are so beautiful. Of course, I know that no one wants to pay and that the airlines have been crushed but I really find that difficult to stomach.
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Old 7th Feb 2023, 23:08
  #37 (permalink)  
 
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Customer service in the USA is much better now; The assistants simply look up from rehanging clothes as you walk in and say "good morning" and "how are you?".

It might be a script, but the assistants in American Eagle, Banana Republic, and Abercrombie and Fitch, smile as they say it and seem quite sincere to me; and I don't object at all.
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Old 8th Feb 2023, 01:16
  #38 (permalink)  
 
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One of the upsides to Japan is the friendliness of staff and willingness to run in any direction for you to find what you want.
I have travelled many times from Canada to Vietnam, always via an East Asian airport. This transit stop sometimes is up to eight hours and so I try to find a transit room.

Once at Narita, after sleeping and showering, I had more than an hour left on my room rental. I decided to leave early and get something to eat.

Upon handing in my key and my receipt, the agent glanced at the clock and gave me a refund for one hour!

I doubt that would happen anywhere else in the world.
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Old 8th Feb 2023, 08:12
  #39 (permalink)  
 
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Originally Posted by 25f View Post
if you want instant customer service when you enter a bank - wear a hat. Particularly if it's wide enough to hide your face from cctv. Banks have discovered that they can derail a would-be robber's script by approaching them first.

do not do this in the usa!!

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Old 8th Feb 2023, 08:37
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Originally Posted by India Four Two View Post
I have travelled many times from Canada to Vietnam, always via an East Asian airport. This transit stop sometimes is up to eight hours and so I try to find a transit room.

Once at Narita, after sleeping and showering, I had more than an hour left on my room rental. I decided to leave early and get something to eat.

Upon handing in my key and my receipt, the agent glanced at the clock and gave me a refund for one hour!

I doubt that would happen anywhere else in the world.
When first in Hungary we ordered a TV / Internet package from Magyar Telekom.
Engineer called 2 days later to connect us up but was unable to as our apartment block did not have MT's infrastructure and so we had to go with an alternative supplier - which we did. Some weeks later the postman called and gave us (the equivalent of) Ä150, compensation from MT as they were unable to fulfill the contract.
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