 Poster: A snowHead
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[quote="sanglier"]
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But guests can shout at reps, can they, and that is ALWAYS all right, is it?
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In a nutshell yes. The customer is always right, even when they're wrong. This is the age old hospitality mantra.
Nothing positive could ever be acheived by a rep shouting, he/she would have lost any control over themselves or a situation. Decent training and or experience should equipe them to deal with any given event in far more effective ways.
Last edited by Poster: A snowHead on Mon 25-01-10 22:01; edited 2 times in total
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Obviously A snowHead isn't a real person
Obviously A snowHead isn't a real person
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Well, the person's real but it's just a made up name, see?
Well, the person's real but it's just a made up name, see?
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The customer is always right, even when they're wrong. This is the age old hospitality mantra.
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God, I pity the TO that has the pleasure of your company on your next holiday, then! Fingers crossed that you're not delayed at all ....
Last edited by Well, the person's real but it's just a made up name, see? on Mon 25-01-10 22:07; edited 1 time in total
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You need to Login to know who's really who.
You need to Login to know who's really who.
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stoatsbrother from my experience - exploring avenues of complaint with a TO = banging head on brick wall. I have only ever made one formal complaint to a TO. I ended up over 800 euros out of pocket this New Year with ever changing airport destinations and transfers to resort, I was assured of a refund...I have yet to hear from them (this is not the company I am complaining about so hopefully this will show you ~I have quite a high tolerence level). My point is...I take MANY holidays, I have only felt the need to compain once - they dont want to know, they have my money.
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Anyway, snowHeads is much more fun if you do.
Anyway, snowHeads is much more fun if you do.
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they dont want to know, they have my money
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maybe we could suggest to the TO's that we pay 50% up front and the rest based on satisfaction levels on our return.... I mean, you wouldn't dream of paying the full amount for a new kitchen up front.... you pay a deposit then wait until its fitted fitted and you're happy with it before paying the balance don't you? I don;t see how they could refuse this more than reasonable suggestion 
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You'll need to Register first of course.
You'll need to Register first of course.
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Shimmy Alcott, what you do is make a formal complaint and tell them what you what them to do to settle the matter. If/when you don't get anywhere you sue them. But you have to give them the opportunity to make amends first.
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Shimmy Alcott, I have complained on a few occasions. Achilles and I and others even got some money back from SCGB Freshtracks a few years ago.
But whilst I might have posted details of what went wrong, - as much to find out if others had similar experiences which might support my case, I would have not posted the names of the people responsible immediately on my return, but would have waited to see what I could achieve in a defined period of time notified to the TO (usually 2 weeks) and making it very clear that I was reserving my rights to pursue legal action.
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1 - reps get paid a pittance. It matters when it comes to dealing with unhappy punters. Most of them have cursory training in customer service, if that, and quite a few of them are only just out of school or university. I'm not surprised that they may crack under pressure, although it is deeply regrettable. Not a sacking offense, but definitely one that merits an apology.
2 - I can't believe that this old Ski Club stuff is still going on.
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You'll get to see more forums and be part of the best ski club on the net.
You'll get to see more forums and be part of the best ski club on the net.
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| PJSki wrote: |
| Shimmy Alcott, what you do is make a formal complaint and tell them what you what them to do to settle the matter. If/when you don't get anywhere you sue them. But you have to give them the opportunity to make amends first. |
For the first one I did - many phone calls and letters = got me no where. The problem laid with a lie the their staff told us on the phone when we booked - which had a big impact on the holiday (it was £11k worth of hols so he obviously didnt want to miss the sale so he lied). As I could not prove what he had said then they told me to sod off basically. I asked for the telephone transcripts and they said they didnt have them.
With the guys from this New Year I am hopefull (maybe misguided) in thinking they will repay us the money. Not heard back from them yet.
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The only time I complained to a TO (because of buying a holiday on the specific understanding that it was a catered chalet, and then in the end it wasn't, but they didn't tell us till we got there) I got absolutely nowhere. Not even an apology.
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snowHeads are a friendly bunch.
snowHeads are a friendly bunch.
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| Shimmy Alcott wrote: |
| PJSki wrote: |
| Shimmy Alcott, what you do is make a formal complaint and tell them what you what them to do to settle the matter. If/when you don't get anywhere you sue them. But you have to give them the opportunity to make amends first. |
For the first one I did - many phone calls and letters = got me no where. The problem laid with a lie the their staff told us on the phone when we booked - which had a big impact on the holiday (it was £11k worth of hols so he obviously didnt want to miss the sale so he lied). As I could not prove what he had said then they told me to sod off basically. I asked for the telephone transcripts and they said they didnt have them.
With the guys from this New Year I am hopefull (maybe misguided) in thinking they will repay us the money. Not heard back from them yet. |
Ok, but, talking in general terms, don't get involved in phone calls at all and only ever send two letters. One telling what you want and the other telling them either that you have accept their offer or that you are suing them.
Good luck with your claim.
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And love to help out and answer questions and of course, read each other's snow reports.
And love to help out and answer questions and of course, read each other's snow reports.
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Chris Exall info: http://www.lsersa.org.uk/esc/es990819.htm
| Kramer wrote: |
1 - reps get paid a pittance. It matters when it comes to dealing with unhappy punters. Most of them have cursory training in customer service, if that, and quite a few of them are only just out of school or university. I'm not surprised that they may crack under pressure, although it is deeply regrettable. Not a sacking offense, but definitely one that merits an apology.
2 - I can't believe that this old Ski Club stuff is still going on. |
1. completely agree.
2. Just moderate it out.
Chris Exall info: http://www.lsersa.org.uk/esc/es990819.htm
Chris Exall info: http://www.lsersa.org.uk/esc/es990819.htm
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PJSki, I could not prove what their sales person had told me over the phone - who would - I didnt stand a chance, even with trading standards...which they knew. Their loss in the long run £23k business off me last year...£0 this year.
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You know it makes sense.
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| Shimmy Alcott wrote: |
| PJSki, I could not prove what their sales person had told me over the phone - who would - I didnt stand a chance, even with trading standards...which they knew. Their loss in the long run £23k business off me last year...£0 this year. |
Well, I know that, which is why I said generally.
Last edited by You know it makes sense. on Tue 26-01-10 1:44; edited 1 time in total
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Otherwise you'll just go on seeing the one name:
Otherwise you'll just go on seeing the one name:
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Shimmy Alcott, when I called our travel insurers last year, all call were recorded. On a number of occasions when I disputed their rejection of part of our claim, they referred to the recorded calls. On all occasions, they then found in my favour, and reimbursed the money. Worth finding out if this happens with the sales dept at your TO.
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Poster: A snowHead
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| PJSki wrote: |
Chris Exall info: http://www.lsersa.org.uk/esc/es990819.htm
| Kramer wrote: |
1 - reps get paid a pittance. It matters when it comes to dealing with unhappy punters. Most of them have cursory training in customer service, if that, and quite a few of them are only just out of school or university. I'm not surprised that they may crack under pressure, although it is deeply regrettable. Not a sacking offense, but definitely one that merits an apology.
2 - I can't believe that this old Ski Club stuff is still going on. |
1. completely agree.
2. Just moderate it out.
Chris Exall info: http://www.lsersa.org.uk/esc/es990819.htm
Chris Exall info: http://www.lsersa.org.uk/esc/es990819.htm |
I no longer have the power old chap.
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Obviously A snowHead isn't a real person
Obviously A snowHead isn't a real person
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Well, the person's real but it's just a made up name, see?
Well, the person's real but it's just a made up name, see?
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Kramer, agreed on 1&2.
Whatever someone pays for a service it does not give one the right to yell and be abusive.
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You need to Login to know who's really who.
You need to Login to know who's really who.
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Helen Beaumont,
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I asked for the telephone transcripts and they said they didnt have them.
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Anyway, snowHeads is much more fun if you do.
Anyway, snowHeads is much more fun if you do.
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Shimmy Alcott, have you asked to speak with a senior member of staff?
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You'll need to Register first of course.
You'll need to Register first of course.
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Helen Beaumont, This was all last year, I did - she was a regional customer care manager, or something of that description. This year its just a case of being told three different arrival airports over the course of a few days so we had to re-arrange transfer and ultimately get a taxi when we wre left stranded at the final airport I dont have a complaint against them (maybe yet) so long as I get the promised refund.
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You'll get to see more forums and be part of the best ski club on the net.
You'll get to see more forums and be part of the best ski club on the net.
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Let's be realistic. The worst ski experience you can have is to end up dead.
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snowHeads are a friendly bunch.
snowHeads are a friendly bunch.
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| Ernst Goldsmith wrote: |
| Let's be realistic. The worst ski experience you can have is to end up dead. |
For sure that would spoil things a tad, but some would still manage to whinge from beyond the grave.
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And love to help out and answer questions and of course, read each other's snow reports.
And love to help out and answer questions and of course, read each other's snow reports.
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[ stoatsbrother and PJSki, I've opened a thread on "Suggestions" to suggest a method of resolving a dispute which arose yesterday on this thread ]
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You know it makes sense.
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I haven't heard of a rep 'losing it' with customers before.
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Otherwise you'll just go on seeing the one name:
Otherwise you'll just go on seeing the one name:
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laundryman, very insightful
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Poster: A snowHead
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| laundryman wrote: |
| I haven't heard of a rep 'losing it' with customers before. |
I have. In 1989 I was on a transfer coach up to Val Tignes, it hadn't snowed for weeks and people were worried about the conditions. The one female rep told everyone condition were 'very bad as she made her speech from the front. But as she made her way down the coach, talking to people about lessons and lift passes etc, she was continually asked about the conditions and were they 'really that bad'. In the end she snapped and had a hissy fit, which included some shouting. When she'd finished, she move on to the next person, me, whereupon I asked her if the conditions were 'really that bad'...
But I see what you mean 
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Obviously A snowHead isn't a real person
Obviously A snowHead isn't a real person
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... and she puked.
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Well, the person's real but it's just a made up name, see?
Well, the person's real but it's just a made up name, see?
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| Bode Swiller wrote: |
| ... and she pulled. |
Fixed for yer..... 
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You need to Login to know who's really who.
You need to Login to know who's really who.
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PJSki, so there's all these incredibly stupid people on a bus wanting to know what the conditions are like, at the point of no return?
How stupid can punters get? If I'd have been that rep I'd have sprayed the lot of you with a Christmas snow can.
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Anyway, snowHeads is much more fun if you do.
Anyway, snowHeads is much more fun if you do.
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Gold.
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You'll need to Register first of course.
You'll need to Register first of course.
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| Ernst Goldsmith wrote: |
PJSki, so there's all these incredibly stupid people on a bus wanting to know what the conditions are like, at the point of no return?
How stupid can punters get? If I'd have been that rep I'd have sprayed the lot of you with a Christmas snow can. |
They weren't being stupid. They were just confused because the SCGB ceefax snow reports were telling a different story to the TO rep. Anyway, it was nowhere near as bad as she had been making out. Stupid bitch probably could ski anyway.
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| PJSki wrote: |
| They were just confused because the SCGB ceefax snow reports were telling a different story to the TO rep. |
OK, let's imagine the unlikely scenario that the SCGB Ceefax snow report for Val d'Isere said "Best snow on upper slopes". And - let's say that you determined that this was perfectly true. The best snow was on the upper slopes.
Perhaps the TO rep had spent the day on the lower slopes and was unaware that the best snow was on the upper slopes.
Yes, she'd give you a pessimistic snow report on the bus, but - as I say - you're at the point of no return so there's no point in even thinking about the snow conditions while on the bus.
Do you like the concept of ... surprise?
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You'll get to see more forums and be part of the best ski club on the net.
You'll get to see more forums and be part of the best ski club on the net.
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rayscoops, in one. Very depressing. Nixmap and Masque all over again.
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FAQ
