Want better customer service? Look to your inner journalist

The ticket agent just threw the book in your face. The hotel clerk gave you a firm “no.” The rental agent shook his head when you asked for a car.

Do you:

1. Call your travel agent.
2. Phone the toll-free reservation number and tattle on the employee.
3. Whip out your cell phone camera.

If you answered “3″ then meet Pat Siefe, who has looked to his inner journalist a time or two for better customer service.

For example, let’s say you were sent to a fleabag motel after your hotel ran out of rooms, a problem I described in yesterday’s MSNBC column.

Photograph everything and everyone. This assures the hotel that you can ID the people you dealt with, can show the hotel that you were suppose to be in, and the quality of it, and the flea trap you were put in and the quality of that.

You need say nothing.

No employee wants to be associated with the pictures, and they will do anything to keep from being, including assuring that you have a better room. If cheap tickets wants to compare the quality of the hotels, and know who did it, you have the pics. If later you want to contest the charge with Visa, or sue the hotel in small claims, you can prove your case.

It helps to get a few specifics. Trying to secure that information often encourages an employee to do the right thing.

Most cameras, and phones now days will also record. Set it between the two of you, announce the person’s name that you are talking to, than ask them if they mind your recording the conversation (this also works for airlines and other groups).

Saying “I do not want to be recorded” looks horrible, and most people know that if the tape of them refusing to be recorded is played for a supervisor or the courts, they will lose. Further, if they get mean, or obnoxious the recording will get them fired.

Usually this means that you are treated politely and with respect and the problem is solved. They know that if this is than played to their boss, it will show the boss that they are doing a good job. Trust me, it works.

It’s a shame that such tactics are necessary. But at a time when customer service scores are circling the drain in the travel industry, what else can we do?

The reservations numbers are staffed by script-reading drones, so no luck there. If you booked through an online travel agency, their 800-numbers are also staffed by employees who sometimes don’t even have the authority to make a phone call or send an e-mail.

Citizen journalism is your last, best hope of getting what you deserve when you travel.

  • Amy

    “…if they get…obnoxious”

    Are you kidding?

    Pot (aka Pat), meet kettle.

  • Scott Rothstein

    NOBODY has the right to record you or photograph you without your permission. There is nothing wrong with declining to be recorded, and your employer or “the courts” can do nothing. I would refuse to be recorded for any reason on principle. I would LOVE, however, to have recordings of all customers to play for THEIR employer and families. That would be extremely enlightening.

    This sounds like the tactic of someone who incites customer service employees with unreasonable demands and bad attitudes in order to get things given to them for free.

    Pathetic.

  • David Z

    most people know that if the tape of them refusing to be recorded is played for a supervisor or the courts, they will lose.

    Not necessarily, Chris. I’ve read a few cases going the other way, and these things aren’t even required to be consistent.

    It’s indeed a shame such a tactic is sometimes necessary. But as you said in your other article, so is being nice. :)

  • Lianne

    **NOBODY has the right to record you or photograph you without your permission.**

    ::Sigh:: Here we go again. Yes, I can video you or photo you without your permission if I’m doing so in a place with no expectation of privacy. I can’t bust into your hotel room and do it, but the counter of a hotel desk is a public area, as is a car company’s reservation desk. If you said were true the paparazzi and YouTube wouldn’t exist, nevermind a gazillion undercover news reports.

    You do however, have every right to try to get away from the person trying to record you, including going into private or restricted areas. There are also various state laws that can come into play. Recording phone calls comes to mind, several states require both parties to be aware of the recording though many require only one party’s knowledge.

  • Mr Bad Example

    What a wonderful example fo how being a Bad Example can work in your favor.

    Wish I’d thought of it.

  • carver

    Lianne is correct. You can be videotaped anywhere where there is no reasonable expectation of privacy which generally includes anyplace that the public has access to. Your consent is NOT required.

  • http://www.best-car-rental-tips.com Paula

    “The reservations numbers are staffed by script-reading drones, so no luck there.”

    I was a reservation agent for almost 9 years… while I never considered myself to be a script reading drone (many of us can even tie our own shoes!), what I was, was unauthorized and unequipped to be able to settle a customer service issue.

    If you are only able to find or remember the reservation line number, by all means call it, and asked to be transferred to a customer service or customer relations rep… those are the people that are trained and empowered to be able to help.

  • Al B

    Short version of a long story: I witnessed someone try this maneuver at a private airport parking garage when the gate attendant wouldn’t give him satisfaction. The gate attendant became irate and ordered the customer to delete the photo.

    After another argument, the customer did, but the gate attendant still would not let him out of the garage even though he had paid the disputed fee. (The original argument was that a discount should apply because poor shuttle service forced him to take a $20 cab ride to the garage … I also had the same problem.)

    They held him in the garage until the police arrived 45 minutes later and ordered the attendant to raise the gate. The police said that the customer was within his rights to take a cell-phone photo because it was a public place.

    I tried to resolve my problem the next day and was put on hold to be hung up on twice. So even if the LAX Parking Center’s $5.95/day fee looks enticing, don’t park there. The garage across the street is only $1 more and has its act together.

  • Randy

    I AM a airline employee, I’d gladly agree to tape recording and picture taking on two conditions… # 1 I likewise am allowed /permitted to tape bac with my own picture and recording off the conversation so u wont edit it to your advantage. and # 2 I would stick to the companies explaination or rebuttle to your situation – and i’d have no problem whatsoever. customers who need to resort to such low life tactics are usually ( 99 of 100) rude people who make un-called for demands and wish to control the company. and furrthermore,. as for wgat you called: Sript reading drone” .they’re required because years ago – rude customers – ran the normal people off. look for auto-voice activated reservations or indonesian workers soon because 80% of call centre reservationalist are getting sick and tired of customers bs!

  • Lawrence P.

    I have to agree with Al, the LAX Parking Garage is badly managed! Thinking your going to save a few dollars is probably going to cause you pain in the wallet. I was trapped in the garage for 45 minutes until the police arrived. I’m still in the process of disputing the fee. The manager will place you on hold then hang up on you, if you try and file a negative report. Don’t park there!

  • http://www.bargainbabe.com Bargain babe

    I like to use Gethuman.com to get better customer service. The site lists the numbers and steps you need to take to get a real human on the line, which is almost always the quickest way to resolve and issue or get in touch with a manager that can help you.

  • http://Travel-Writers-Exchange.com Travel-Writers-Exchange.com

    Wow! I wouldn’t have thought of taping or recording because I thought it was illegal. But, if you’re recording at the front desk, I guess you could get away with it. I don’t know…I’m not sure if I’d attempt it. But that’s just me.

  • RCP

    http://www.youtube.com/watch?v=xbVw7entkxg

    This woman sued the airline and won after acting like a damn fool. I will not allow anyone to come in and agitate my team members in an effort to get a response that they can record. If you are asking for something reasonable, you should get it. I need to hear what your demands were when you were treated poorly.

    Otherwise, if you want to record my team, I am recording the customers who come in and act a damn fool.

    One note, when your camera is rolling, and you get another guest in the shot, you will be sued. And if you get any additional guest information in the shot like names, creditcard, etc from checkin, you will be sued. Sounds kind of silly to me.

  • Ronda

    recording is a good idea. especially since most hotels and airlines have security cameras of they’re own and are recording you.

  • http://americaonline barbie45

    gee what a great idea; thanks ; some times it is the only way to go. by the way i resent the fact that so many airlines amd credit card companis are using INDIA and other third world nations to save money; thes people lack colloquial English skills which is so frustrating; and leads to customer wrath.