The weather has played havoc across Europe in the past days. Airports closed, people stranded, anxiety heightened and tempers frayed. Just the time for companies to stand up and deliver excellent customer service. We always remember those who remember us when we are in trouble. And conversely...
I wrote a short piece about customer service in an earlier blog and even created my own abbreviation, TCA - Truly Customer Aware. I see too - thanks Patrick - that Forbes are re-awakening to its importance.
Well this week I experienced a company with a lot still to learn about TCA. I will not name the company but I did want to capture my experience. So I wrote a short(ish) play that I propose to share with company xxxxx's Customer Relations team.
My Superviser says...
Noon - sunny - east of London - the M25 is suspiciously quiet - tired and driving back to Belgium - turn on radio - news update: Operation Stack coming into operation: A16 in France closed: long delays: police advise to postpone non-essential journeys.
Him: I'll just call the xxxxx to check what's happening and maybe change the ticket. We can stay with P and perhaps travel tomorrow once the weather improves. Strange though, it's so sunny.
Her: We really need to get home. Geert is waiting and we need to tell him how high to build that wall. But let's see what's happening. Call them. They'll know the latest and then we'll decide.
Him calls the not-free number. Ring, ring, ring, Hello you're through to xxxxx. Voice explains all the great offers and deals they can offer Him. No clue how long the wait will be. After 4 minutes....
Him: I suppose they are pretty busy. They must have a lot of people like us just asking what's the best thing to do. I'm sure they're prepared.
Phone is answered.
Him (in friendly, cheery voice): Hello. Perhaps you can help. I am booked on the 1420 this afternoon but have just heard on the radio there are travel problems and that even the motorway out of Calais is closed.
Voice #1: Can I have your booking reference please? (Him asks Her to find the piece of paper Him wrote it on and tells Voice #1). Well, Mr Mottram we are operating 1 service an hour and there are minor delays at the terminal. So you should be OK.
Him: Well, we heard there were real issues and that you were stacking lorries and that the A16 was closed. We're not sure we should travel today.
Voice #1: Well, sir, whether you travel or not is your own decision. We have 1 service running per hour, with minor delays.
Him: That's fine, but what do you know about the A16 problems? It seems strange the BBC are telling me not to travel but you seem unaware.
Voice #1: I'll just put you on hold while I check.
Time passes slowly.
Voice #1: Hello Mr Mottram. I have spoken to my superviser and we do think there were problems earlier with an accident on the quais at Calais but it's all fine now. France is fine.
Him: Are you sure because we are out of contact here in the car and only have the BBC to go on?
Voice #1: I'm sure, but as a special dispensation, we will change your ticket providing you do travel tomorrow.
Him to Her: What do you think?
Her: We do need to get home. Let's see how far we get and we'll call him back if we end up in a mess.
Him to Voice #1: Is that OK?
Voice #1 hangs up and car gets very stuck indeed in Operation Stack, now in Phase 2 (rather serious) whilst 2 BBC radio stations insist Kent is ice-bound, the A16 is closed and France is in hibernation.
Him calls back xxxxx again but talks to Voice #2 - after an even longer list of special offers and deals.
Him (in a less cheery voice but still friendly): Hello I am on the 1420 service and spoke to one of your colleagues around noon time about these weather conditions. Just wanted to check the situation, as we are stuck in the Operation Stack queue and may wish to change our ticket as your colleagues suggested.
Voice #2: Can I have your booking reference, please? (Him provides the reference). Thank you, Mr Mottram. We are operating 1 service an hour and you can expect to be delayed by about another 30 minutes at the terminal.
Him: Thanks for that but we are still hearing about issues on the Calais side on the BBC and I don't want to get caught in a jam there with nowhere to go.
Voice #2: I am afraid I cannot comment on that, sir. We can only advise on what's happening on this side of the Channel. Any decision to travel has to be up to you. I am afraid we cannot give you any help or advice on that.
Him (now not very cheerful): Sorry. Are you saying you have no advice at all? Can't you at least re-check the A16 position? Well, I guess we best rebook for tomorrow. We don't want to get marooned. Can we fix that please?
Voice #2: Sorry sir, but your ticket was on a special 5-day deal and it expires at midnight tonight. So you'll have to buy a new one, if you want to travel tomorrow.
Him (sounds of aarrghh in the background): No. We agreed with your colleague that we could change, if we could not reliably travel today and agreed to travel tomorrow.
Voice #2: I'll need to talk to my superviser. I have only just come on duty and this is a bit complicated. Can you give me your number and I will call you back in 10 minutes?
Voice #2 (with number given) hangs up and calls back 40 mimutes later.
Voice #2: Hello Mr Mottram, xxxxx here. Sorry about the delay but I was on another long call. I have spoken to my superviser and he says he is not willing to allow you to change your ticket and we cannot find any record of your telephone call with my colleague. Are you sure you called from this number?
Him (unhappy voice): Of course, I am stuck in my car. Where else could I have called from? I did make that call and you did offer to allow me to change the reservation, providing I travelled tomorrow. Can I talk to your superviser please?
Voice #2 puts him on hold and returns after 5 minutes.
Voice #2: Mr Mottram, there's no point in talking to my superviser. He's only going to tell you he won't help. I suggest you just buy another ticket for tomorrow and then maybe you can fix it with Customer Relations later.
Discussion between Him and Her. Decision to try to carry on.
Him to Voice #2: No. We'll just go for it but be sure this is pretty shabby service. You cannot just say it's all up to me and you have no advice. And then not do what you said you would. Is no-one given any discretion in xxxxx?
Voice #2: Sorry about all this but my superviser is adamant. What I can do is change your crossing to a later time. You know you are going to miss the one you're booked on, don't you?
Him looks out of car window at the traffic, going nowhere and agrees with him, loudly.
Him: Yes, we will carry on but don't change anything. We will just get to the terminal as fast as we can and see what happens.
Voice #2 hangs up. 40 minutes later, Him and Her arrive at the crossing and discover their reservation has been changed by Voice #2 to a later time. They watch as their new boarding letter is gradually relegated to later and later crossings. Exasperated, they put their letter in the glove box and join the next departure.
The A16 was closed to high-sided vehicles and it was very windy. I do wish the BBC would be a bit more accurate.......
No comments:
Post a Comment