I can assure my complaint is not trivial. I am so not the person to complain for a freebie for example. My 2 complaints are genuine and worthy of a reply if not to apologise more than anything.
Oh of course. I didn't mean my post to be aimed at you or what your complaint may have meant to be, rather just my own opinion on the complaints culture we are in the UK.
I'd always recommend that if you have a complaint complain on the day and to the highest person possible, at least you are guaranteed a reply then.
Yeah? This doesn't work for Apple:According to Guardian.co.uk, Chelsea Isaacs, who is working towards a journalism degree at Long Island University, was writing an article about an iPad program that the college recently implemented. In order to effectively do so, Isaacs wrote to Apple's Media Relations department a total of six times without a response. Keep in mind that this is not an unusual occurrence. Not all inquiries can be responded to. It's un-realistic. However, in her frustration, the young woman decided to email the big kahuna himself to find out why Apple's Media Relations department ignored her. This time, she got a response.
The email headers are said have been checked and deemed legitimate by Guardian. Below are some of the highlights of the conversation. For the full transcripts, visit the source.
In response to a long letter by Isaacs where she expresses that she is an Apple customer and feels Apple to be "at the forefront of improving the way we function in the academic environment," this is what Jobs had to say:
Jobs: "Our goals do not include helping you get a good grade. Sorry."
After a polite response back asking, "what about common courtesy, in general --- if you get a message from a client or customer, as an employee, isn't it your job to return the call?" Jobs, once again, responded:
Jobs: "Nope. We have over 300 million users and we can't respond to their requests unless they involve a problem of some kind. Sorry."
In a final plea, Isaacs explains that she IS one of Apple's 300 million users, and DOES have a problem that only Apple can answer. Again, she asks that Media Relations please respond to her as she is "on a deadline." The response:
Jobs: "Please leave us alone."
Ha ha, and people still oogle over Apple products even though their CEO is a nightmare? :P
The one problem I see with "going to the highest person" is it's not their job to read and respond. They have a complaints department/customer services/customer relations to deal with that. It's their job to act on the reports, in my opinion.
In fact, you may shoot yourself in the foot. The CEO/Director is probably too busy to respond so will just offer whatever is suitable to get your letter off their desk. It costs the company penuts to give away a few free items here and there and if it'll shut you up, I am sure they will do it and not even care what your complaint is. Phone companies are very good at this.
"haydn!""][quote=""Mr Hyde" wrote:
Why is it an unacceptable level of customer service?
Alton Towers success relies solely on guest satisfaction. They should listen to their guests at every opportunity, no matter how trivial the problem/comment.[/quote]
Yep, very true. However, look at Thorpe Park - people still go even though it isn't great service. Sometimes people have no choice. For instance, if I was travelling from Stoke to London but wanted to travel on an East Midlands trains service, I have no choice but to travel with Virgin Trains. There are other theme parks out there, but will you get the same experience as at Alton? But this doesn't answer the question of why you think it is un-acceptable :P
What must be remembered, is that what may appear trivial to you, may be a major bug bear to someone else. Everyone is different.
Again, very true. But people do need to learn to man up a bit and take it on the chin. Everyone is, of course different but there is a common level where I would suggest the majority of people would say a complaint subject isn't worth moaning about.
Of course, it isn’t anyones right to receive a response, but I would expect one from a company that claims to deliver a high class of customer service.
Again, a true statement. But then most companies boast their level of customer service is sky high, so this is only something that can be said by an individual, not a company. For instance, I thought Vodafone were very good, yet I know many people who thought they were very bad, yet they will still claim they have a "world class" level of customer service.
A response to a complaint doesn’t have to always be an apology. There is no shame in asking a customer what they felt could be done differently to make their day more enjoyable. In fact by engaging the customer in the resolution process in this way, you’re more likely to make them feel more valued.
If only more companies would be like this then they would be on to a winner! It's about finding a solution to the problem together, not waging a war or a barganing match - save that for your holiday!
A company learns more about what it gets right and wrong from customers who complain, than it does the ones who don’t. As annoying as they can be (and some are, trust me, I resolve customer complaints for a major UK company) customers who complain are actually a very valuable asset.
Exactly. You will know that something like 96% of unhappy customers never complain. Without feedback a company does not know how it can improve. However, my gripe is with those who complain about silly things.
For instance, I experienced someone who was aat a car park entrance stating "the car park says it's full". Yes, this means the car park is full. No need for a complaint, the company are obviously doing well to fill their spaces, so find somewhere else. Perhaps there are plans to extend it, maybe build a new one somewhere close by, but this should be an enquiry not a full blown complaint.
To relate this to Alton's situation in the summer and parking on the grass. Yes, sometimes it can be hassle, and I agree, the car parking needs to be looked at to increase the spaces, but simply asphalting the field of car park M and N (?) isn't a viable option as the field is used for animals at various points in the year. So, either suggest something realistic to solve the problem or simply state it annoys you and leave it be.
Then again, it's the companies choice on whether to change it or not. Nobody is forcing you to use their services (although public transport is an exception to this) so if you don't like it, don't use it. Put up or shut up :P Ha ha.
Oh, and removing seats is a simply encouragement for you to go and spend food in a food outlet to sit down. I agree there should be more benches around, especially in the gardens for summer.