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Rose, I think that cruise line "filed" your complaint, if you know what I mean. Good customer service goals are dictated from top management and are part of a company's culture. Where I work, all customer service inquiries must be answered within 3 days. If there is an increase in volume, staff is pulled from other areas to answer snail mail or email. In fact, if our call centers get flooded with calls, we have contingency staff that drop what they are doing to handle the volume.I know that I am old school, but it used to be that mail would be answered within two weeks. RCI needs to overhaul their customer service delivery for the office functions. They could start by taking field trips to Nordstrom, LL Bean, Disney etc. Of course, with high demand and little competition, there is little incentive to excel. To their credit, the ships are usually run quite well except when things go horribly wrong...like a bed bug invasion. Managers on the ship should be empowered to rectify the situation and make compensation while you are on the ship rather than you dealing with the back office after the trip is over.Thank you for listening. I will put the ol' soap box back into the garage. Good luck with RCI!
Rose, I think that cruise line "filed" your complaint, if you know what I mean.
Good customer service goals are dictated from top management and are part of a company's culture. Where I work, all customer service inquiries must be answered within 3 days. If there is an increase in volume, staff is pulled from other areas to answer snail mail or email. In fact, if our call centers get flooded with calls, we have contingency staff that drop what they are doing to handle the volume.
I know that I am old school, but it used to be that mail would be answered within two weeks. RCI needs to overhaul their customer service delivery for the office functions. They could start by taking field trips to Nordstrom, LL Bean, Disney etc. Of course, with high demand and little competition, there is little incentive to excel. To their credit, the ships are usually run quite well except when things go horribly wrong...like a bed bug invasion. Managers on the ship should be empowered to rectify the situation and make compensation while you are on the ship rather than you dealing with the back office after the trip is over.
Thank you for listening. I will put the ol' soap box back into the garage.
Good luck with RCI!
