thewinchester
Established Member
- Joined
- Oct 3, 2006
- Posts
- 1,771
As someone who's entire job is spent in the online world, managing government websites, online customer feedback and engagement, social media marketing and management etc... it really grinds my gears at just how lacklustre some businesses can be when it comes to dealing with customer feedback.
Yes, you just heard right - someone who works in the public service actually cares how his customers actually think and feel about his employer, enough to do something about it and show customers they matter and we're listening to what they have to say.
When you've all picked yourselves up off the floor, the reason why I mention this is an automated email from QF after sending them some feedback about the contact centre.
Normally their staff are above reproach, are personable, polite and create a positive customer experience. This evening's contact centre agent however really left a (bad) impression on me, with his call technique being robotic, yes/no answers, and just wanting to get the customer off the phone as quickly as possible without even checking if the customer had any other needs or questions.
Anyway, one polite and well crafted email to QF via their RightNow CustHelp platform, and the usual automated response is received.
Not withstanding categories on the form which don't cover a contact centre related piece of feedback and the fact that customer-centric language for this kind of contact escapes their website (talk about bad UX/IA design), this is the line that stinks things up:
Anyway, that's my two cents and getting the issue off my chest. No doubt this might spark some interesting discussion, like do customers really expect too much of their airlines?
Yes, you just heard right - someone who works in the public service actually cares how his customers actually think and feel about his employer, enough to do something about it and show customers they matter and we're listening to what they have to say.
When you've all picked yourselves up off the floor, the reason why I mention this is an automated email from QF after sending them some feedback about the contact centre.
Normally their staff are above reproach, are personable, polite and create a positive customer experience. This evening's contact centre agent however really left a (bad) impression on me, with his call technique being robotic, yes/no answers, and just wanting to get the customer off the phone as quickly as possible without even checking if the customer had any other needs or questions.
Anyway, one polite and well crafted email to QF via their RightNow CustHelp platform, and the usual automated response is received.
Not withstanding categories on the form which don't cover a contact centre related piece of feedback and the fact that customer-centric language for this kind of contact escapes their website (talk about bad UX/IA design), this is the line that stinks things up:
25 days! In this day and age, does it really take any business, let alone an airline who's profits are built on the quality of customer experience over five weeks to respond to feedback? Surely a company of QF's size has a decent enough customer care staff to provide at the very least an initial response within days, not weeks or months - even if its just a simple acknowledgement that we're still looking into your feedback or gathering additional information etc.
Anyway, that's my two cents and getting the issue off my chest. No doubt this might spark some interesting discussion, like do customers really expect too much of their airlines?
)
