Sometimes the best lessons in customer service are reinforced when we experience bad customer service ourselves.
We can read all the books in the world, attend seminars an
d listen to podcasts, but if it happens to you, it's all the more powerful a reminder.
If bad customer service happens to you, it's a lesson learned, and a lesson remembered.
Hotel Staff Too Busy To Take A Booking
This week I tried to book a hotel where I regularly stay. I phoned at 7.00 p.m.. They said bookings had closed but they would transfer me to the front desk who were taking over.
Too Noisy To Take A Booking
To cut a long story short, after trying the front desk, the receptionist explained the front desk staff wouldn't be able to answer the phone because it was too noisy with a function underway.
Not Slow Enough To Take A Booking
I tried again later. This time she said they were too busy and only answered the phone during slower periods. I tried again later, and she said they were still too busy to take my booking, but they may be able to phone me back. Excuse me?
The Rise of Online Bookings
By this stage, I was quite bemused and ended up booking a hotel on the internet. Maybe this is why so many people are turning to internet transactions to book hotels and travel.
A Travel Agent's View
Ironically, my travel agent friend phoned later. It transpires he is staying in the very same hotel this weekend, and attending a state wide travel agents' conference there. He says he now has a story to tell his travel agent friends over conference drinks.
Customer Service?
I made a few mental notes about how this could have been handled better, and how easy it is to lose a good customer with poor customer service.
What are your thoughts or suggestions?
Yvonne,
So often, it seems employees just don't care about or perhaps are simply not trained in providing good customer service. Many act as if they are doing the customer a favor by allowing her to spend her money at their establishment! Yet, it's really up to the company to make sure its employees are properly trained in customer service. After all, it's the company that loses money when poor customer service causes would-be customers to go elsewhere.
I would certainly say that you went the second mile in your attempt to give this company your business before deciding to go elsewhere. Many would not have tried to book the room as many times as you did.
Jeanne
Posted by: Jeanne Dininni | November 20, 2007 3:27 AM | Permalink to Comment