I am not one to complain about little things. When I do bring up a serious problem to the Guest Relations department of a ship, I hope for a caring response.
It is only reasonable to expect that your A.C./Heating system is in good working order. It is likewise expected that the plumbing in the shower and the toilet are functional.
If a client complains about a toilet that hasn't flushed for multiple days or a cabin that is unbearably warm in such a manner that the passengers cannot sleep, every effort should be made to fix the problem promptly. Likewise the customer should get a return call to ensure the work has been done in a satisfactory manner. If there is no fix, a substitute cabin should be available so that the vacation isn't ruined.
No one minds glitches in their vacation but they don't like being "blown off" or ignored. Return customers are the bread and butter of the cruise industry and they should always be treated in a polite and caring manner, or so it seems to me.
The worst thing anyone in customer service can do to a customer, is ignore them. Whatever the answer may be, good bad or ugly, immediately let the customer know at once, you are delaing with it. To be ignored, compounds the problem.
Trip, with her book & tea!
Chat Hostess & Board Moderator
I would rather have someone tell me "ooops, I must have had my head up my a$$ and totally forgot about your problem/issue, I'll do it immediately" than give me ten excuses about being too busy.
1. Never tell customers you're too busy
2. Never tell customers you're short handed
3. Never tell customers it's someone elses fault
The first two imply I'm not getting what I paid for. Being the customer, you should present to me the idea that everything is calm, efficient and under control. Staff should be empowered to either resolve the problem - or have the freedom to go up their own corporate order to get it resolved.
My message to Cruise Staff: Relaying a message that never gets addressed is still YOUR failure.