Service Recovery/Telephone Monitoring!

[ferdeline]

If you don't mind having a BA code, use BA's website, and book the codeshare.

I wish I could. Unfortunately, I am departing PHE, which means I would have to book with BA over the phone.

I just spoke with Sean in the call centre, who was extremely rude and condescending, even asking why I would fly Qantas on my chosen route (no kidding - I asked myself that a few times before I called). In the end, he wasn't able to accommodate my booking and suggested I call Expedia instead. I'm still upset by how I was spoken to

 

[ferdeline]

Re: Qantas website down?

I wish I could. Unfortunately, I am departing PHE, which means I would have to book with BA over the phone.

I just spoke with Sean in the call centre, who was extremely rude and condescending, even asking why I would fly Qantas on my chosen route (no kidding - I asked myself that a few times before I called). In the end, he wasn't able to accommodate my booking and suggested I call Expedia instead. I'm still upset by how I was spoken to

I spoke too soon.

I just experienced the best service recovery, ever.

I just received an interesting email from "QANTAS TELEPHONE SALES AUSTRALIA (AGENTID03198471)" advising me to please call Qantas, as, following "random call monitoring" it was determined that I was not provided with a satisfactory level of service. As there was only one seat available on my desired flight to Singapore, the agent took the liberty of holding this for me. The flight put on hold was 40% cheaper than what I was previously quoted by Expedia and even Qantas.com last night. There was also a note that they had tried to call me, but they were reaching my voicemail, which was true.

I'm still in shock. And extremely grateful to the agent who did this for me.

I've since called and spoken to someone very kind, who has charged my credit card, but I hope Qantas reads this post and is able to thank "AGENTID03198471" for their assistance with my enquiry. They made what was a horrible experience - one where I honestly thought about migrating my business away from QF to Virgin - into one where I'm sitting at my desk in utter shock.

I don't even know where the seat came from. Per ExpertFlyer.com - which I know isn't always accurate - there were no seats available in J or Y on my desired flight. The same for the SQ flight on the same date. I'm so glad I'll be able to make it onboard.

 

[JohnK]

Re: Qantas website down?

That is great to hear.

So they have done some sort of SQA review and it happened to be with your call. I suspect the customer service agent on the original call may need a please explain.

 

[AirKat]

Re: Qantas website down?

Agree. So good to hear about an outcome which came from qantas's end rather than you needing to complain for 3 months

 

[Mal]

Re: Qantas website down?

It's amazing what voice analysis software exists. The tone of voice used can trigger an alert, so can certain words being used. Then, there is just the usual "supervisor listens to a certain % of calls". So it may have been random, it may have been flagged, or maybe the original agent you were dealing with was receiving "special attention".

 

[TonyHancock]

Re: Qantas website down?

Good outcome. As a relatively big critic of QF on these forums I'm really pleased to read this.

However it eventuated it is a good outcome and good work QF!

 

[JohnK]

Re: Qantas website down?

It's amazing what voice analysis software exists. The tone of voice used can trigger an alert, so can certain words being used.

Do you think the software flags certain calls?

I can't say too much but I have listened to calls to investigate software issues and at times have felt that call should have gone through SQA review but it hasn't. Not sure though if that feature exists in the software we use or whether it has been turned on or not.

 

[Mal]

Re: Qantas website down?

Do you think the software flags certain calls?

I can't say too much but I have listened to calls to investigate software issues and at times have felt that call should have gone through SQA review but it hasn't. Not sure though if that feature exists in the software we use or whether it has been turned on or not.

My understanding is that Qantas has a very advanced call system. Does it do emotional content flagging? Perhaps.

However, it is definitely in use - eg. iSelect iSelect eyes more speech analytics after $350K spend - call centres, insurance, interactive intelligence, iSelect, speech recognition, unified communications - VoIP Software - Unified Comms - Techworld