Let me take a moment, while sitting on hold, to explain how important customer service is to good business. I booked hotel rooms for a student retreat with an online travel discounter. Lets pretend they are called Expedia. I booked the students leadership activity though another organization. Lets pretend its called Disney, for arguments sake. A problem with the names on the hotel rooms on the end of the first organization has created issues for the ticketing and program at the other organization. I have had to go back and forth between the two organizations a half dozen times and the problem is still not fixed. What I have learned (and Im just stating facts, not offering my opinion here) is this: 1. Hosting your customer service line in a foreign country is very frustrating for customers trying to accomplish complicated tasks. 2. Language barriers are a huge hindrance when trying accomplish things over the phone. 3. If you are in a foreign country and providing customer service, there is absolutely no way a client can tell if you are actually doing what you say you are doing until they go to the next step and find out they are going to have to call you back again to re-accomplish the same task, but with more anger and frustration this time. 4. Disney provides pleasant, knowledgeable, helpful, native-English speakers to assist customers and this makes me want to do business with them again. 5. I will not make the same mistake of booking with separate parties next time when making travel plans for 12 people. 6. Expedia does not offer an alternative for spoken customer service other than their foreign phone line, and each time I call I have to re-explain the problem to a different person who speaks from a script and cannot truly help me. 7. Disney has given me a half dozen phone numbers to call but each time I call someone, they have notes on my account so the next person can pick up exactly where the other left off and Ive rarely had to explain much past the generalities. That is all. For now.
Posted on: Tue, 15 Jul 2014 15:40:17 +0000
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