Customer Service thread

Dan

Site Administrator

18,116

09 Apr 2017, 7:09 am #209

A discussion regarding Customer Services has been absorbed into a discussion on another part of the board. Adrian moved these posts here yesterday, for anyone who may have assumed they'd been deleted.

As I feel that that the two topics aren't related, I thought it best to reply in the thread we have set up to discuss dealings with Customer Services within this industry.

(08 Apr 2017, 9:01 am)Andreos1 I wonder if it gives an example or is symptomatic of the culture or attitudes shown by the organisation?
Staff using copyright images without consent, drivers breaking the law when driving a vehicle carrying passengers and staff failing to respond to correspondence about said driving...

Arrogance is a word that jumps to mind.

Andreos1 - may I ask how long it has been since you initially logged your complaint with Go North East?

Has the company failed to respond, or is there a possibility that the company is still investigating your complaint? The last time I submitted an e-mail of complaint to Go North East's Customer Services Department, I received an automated response, as follows:

Thank you for your e-mail to Go North East.
We aim to respond to enquiries by e-mail as soon as possible.
If you are reporting something that needs investigation, such as a specific complaint about a service or ticket, you will need to complete our online feedback form.

I noticed you made a post here regarding generic e-mail acknowledgements. Whenever I send an e-mail to someone with their 'out of office' enabled, I receive an e-mail back almost immediately (and indeed if it's someone within my organisation, I can read their out of office whilst I am composing my e-mail!) Did this not happen for you?

When submitting e-mails of complaint to organisations, I do like to receive an automated e-mail response to confirm that the organisation has received the e-mail. I also like it when a member of staff from the company responds afterwards, confirming that the incident is being investigated, with some feedback from a member of staff at a later date after the complaint has been investigated.

You say yourself that it was a 'serious complaint' - presumably one which would require investigation. CCTV would have to be downloaded, the bus' telematics system data would have to be analysed... Did you fill out the feedback form provided in the link on the automated e-mail response?