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Old August 17th, 2005, 02:42 PM
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Default A Caring Effort When Problems Arise

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.
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Old August 17th, 2005, 02:58 PM
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Default Re: A Caring Effort When Problems Arise

I have found "caring" with solutions on RCCL/Celebrity. They have been top notch in handling my concerns.

Carnival saved my bacon once also.

I have yet to have a bad experience with customer service, but I'm cautious as I've read many times on the forums where others have.
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Old August 17th, 2005, 05:33 PM
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Default Re: A Caring Effort When Problems Arise

I agree, don't give me an excuse, just apologize and let me know that you wil look into the issue.

Jodi

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Old August 17th, 2005, 11:56 PM
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Default Re: A Caring Effort When Problems Arise

I totally agree! Fix it if you can....if you can't be HONEST with me and offer me an alternative!

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Old August 18th, 2005, 02:36 AM
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Default Re: A Caring Effort When Problems Arise

Chuck, right on.
Do it right or don't do it at all. It seems that the don't do it at all is the main frame.

So far we have been very lucky with problems and corrected in a short period of time. Others have not been as fortunate.
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Old August 18th, 2005, 05:21 PM
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Default Re: A Caring Effort When Problems Arise

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.

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Old August 20th, 2005, 01:12 PM
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Default Re: A Caring Effort When Problems Arise

i agree with this, i did have a problem on my cruise, but, i keep reading about people being ignored which causes more problems down the road with attitudes and communication.
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Old August 21st, 2005, 09:46 AM
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Default Re: A Caring Effort When Problems Arise

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.

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