Customer Service

[SadmanCruiser]

My experience with customer services today.

 

This morning I logged onto my cruises to book dining. Booked times for my time for the 3 night Independence cruise in April with no problems.

 

Next step was to book dining for the crossing on May 1st. I saw the 5 speciality meals package for $100 each, good value, so I booked it. I then tried to book dining for the cruise.

 

Day 2 was sorted with the deal (we will use our C&A 2 for 1 on the first night) but my time was not showing and I could not book any nights.

 

I then tried using the email links to contact RCI - guess what, none of them worked, all I got was an error message.

Ok I thought, I will email the guest relations email address I have used in the past - emails bounced back as undeliverable.

 

Book on board you may suggest but as my wife is an insulin dependant diabetic I have to ensure we dine at fairly consistent times.

 

As a last resort I contacted the corporate office. Within an hour I received an email saying my dining was booked at the times requested and a request for my phone number. Another hour later I received a call from F&B to ask what was happening on the website and to confirm dining times along with another email confirming bookings. I have just received an email from F&B on the Independence to confirm they are aware of my wife's diabetes.

 

All in all excellent service - well done RCI

 

Pete

[voyager70]

Thanks for posting. Always nice to hear about a positive experience.

[Big_G]

Nice to hear a good story for a change. :)

Edited March 17, 2016 by Big_G

[Clarea]

Nice to hear a good story for a change. :)

I agree.:)

[Keith1010]

Always nice to hear about positive experiences.

 

Keith

[Paul65]

Always nice to hear about positive experiences.

 

Keith

 

Much of it is a matter of the attitude you take. Some would have called this a bad customer service experience, because of the website and e-mail problems.

[Keith1010]

Paul65, yes good point.

 

I learned along time ago to take the glass his half full approach.

 

That is because I realize that life is short and if we can cruise we are very and I mean very fortunate.

 

Keith

[Clarea]

Much of it is a matter of the attitude you take. Some would have called this a bad customer service experience, because of the website and e-mail problems.

That is what we have learned.

[SadmanCruiser]

Just had a conversation with a lovely lady called Laly who's email signature shows 'Director, Guest Relations & Shared Services'

 

She rang to chat about the contact problems and wanted as much information about what I had tried to do and when I had tried to do it.

 

15 minute conversation later and she is ready to pass the information onto the IT dept.

 

Pete

[Big_G]

Much of it is a matter of the attitude you take. Some would have called this a bad customer service experience, because of the website and e-mail problems.

 

Agreed. If you hit a bump in the road, kill'em with kindness and it usually works out.

[Keith1010]

Pete, that is wonderful.

 

Keith

[Clarea]

Just had a conversation with a lovely lady called Laly who's email signature shows 'Director, Guest Relations & Shared Services'

 

She rang to chat about the contact problems and wanted as much information about what I had tried to do and when I had tried to do it.

 

15 minute conversation later and she is ready to pass the information onto the IT dept.

 

Pete

Great news.

[StolidCruiser]

When starting to read, I thought "Oh no, here we go..."

 

How nice to hear that your customer service experience was a good one!!

[Keith1010]

It's nice to have positive comments.

 

Keith

[ken_nyc]

Nice to hear a good story for a change. :)

 

About time! :)