Adria Gross’ problem looked unsolvable. Continue reading…
TripAdvisor doesn’t want us to write about Morna McNulty.
Eleanor Eigen’s Booking.com case is unfixable, but it raises a question readers often ask, and that’s difficult to answer: What do you tell someone who doesn’t have a case?
This is not a story about David Dalka’s web hosting provider. Technically, it’s about the terms of Dalka’s service, how his hosting company interpreted and how it executed them.
I thought I was upgrading my iPhone a few months ago. But that’s not all that got upgraded.
Would it surprise you if I said consumers don’t believe the personal and financial data they submit to corporations is safe?
The basics of good customer service, like courtesy and attentiveness, may be free. But great service? That’s expensive.
Consider what happened to Virginia Bibliowicz’ father, who rented a car from Budget recently. Shortly after he picked up the vehicle in Knoxville, Tenn., he suffered a heart attack and died.
“When my sister and her husband returned the car later, Budget refused to let them pay the charges,” she says. “I think Budget and this rep should be commended, and they will certainly always have our business.”
Customer service isn’t what it used to be.
You’ve probably heard your parents or grandparents say it — heck, maybe you’ve said it — but other than vague memories of the way things were, you had no proof.
Well, now you do.
A new survey by Arizona State University reviews historical data on the customer experience going back to a 1976 White House study. It found the amount of people reporting customer problems climbed from 32 percent in the 1976 study to 45 percent in 2011, and then 50 percent in 2013.
As Juanita Centanni boarded a recent Cayman Airways flight from Tampa to Grand Cayman, she braced herself for an awful travel experience.
She remembered what happened to her on a domestic flight not so long ago, when she was recovering from rotator cuff surgery. Centanni, a retired government employee, wondered if one of the flight attendants could help with her carry-on bag.
“Ask one of the passengers,” the airline employee snapped.
So when a Cayman Airways attendant met her at the door without any prompting, offering to carry her luggage and stow it in the overhead compartment, she couldn’t believe it.
“I was amazed,” she says.
It’s the proverbial man-bites-dog story for consumer reporters: an over-the-top customer service experience in which an employee goes the extra mile.
It’s even more rare — on the order of man-bites-man — to find a proven way to extract the very best service from employees.
I won’t mince words. Men are not biting men.
But a series of recent stories and one reader’s experience give me hope that it’s possible. In other words, you could get superior service every time you go to the store or log on to your computer to go shopping.
No one likes a whiner.
Crybabies rarely get what they want, and even when they do, they end up looking ridiculous. If you don’t believe me, just spend a few minutes reading the comments on my consumer advocacy site. Or watch this video of a woman who missed her flight.
When it comes to getting the customer service you deserve, you don’t want to be whiner, but a winner.
Ever apologized to a business? If you said “never,” then maybe you don’t have kids.
At some point, each of my children has slipped a candy bar or lollipop — strategically stocked at kid-level in the checkout area — into their pockets without first informing Mom or Dad. When we discovered the transgression, we raced back to the store, paid for the item and apologized. Profusely.
Then we gave the kids a stern lecture about paying for merchandise before leaving the store. We haven’t had any relapses, but then again, the teen years are just around the corner. Fingers crossed.
I hear a lot of apologies in my line of work. But as a consumer advocate, they almost always go one way: the company apologizes to a customer for a problem, actual or perceived. Sometimes, the tables should be turned.
Pull back the curtain on the service industry and you can hear them talking about us — often in unflattering terms.
Being tagged as a terrible customer can be embarrassing. Consider the lousy tippers database, which outs customers who have the gall to pay the menu price for their meals, minus a gratuity. Being a bad tipper can have real consequences. Just ask Drew Brees, who, as it turns out, is not a bad tipper.
But did anyone bother to tell us what being a “good” customer means? That’s not always clearly disclosed. Maybe it should be.
Like most Americans, Jim Davies believes the Transportation Security Administration might benefit from a top-to-bottom reform.
And like most Americans, he wasn’t surprised when a Government Accountability Office study revealed widespread employee misconduct, including screeners involved in theft and drug smuggling activities, as well as circumventing mandatory screening procedures for passengers and baggage.
All of which made his recent experience in Philadelphia so noteworthy. As he waited in line to have his ID checked, he saw three elderly men approach the checkpoint.
“One of the gentlemen had clearly not been on a commercial flight in some time,” he says. “He presented his Medicare card and then his library card as his ID.”
Spectacular customer service failures are the grist of my consumer advocacy mill.
But some of the loudest implosions are off limits to me. Like the young blogger who was reportedly booted from a United Airlines flight. His crime? Taking pictures of his seat in apparent violation of the airline’s photography policy.
Even though colleagues urged me to come to his assistance, I couldn’t. He didn’t ask me for help, and I have a strict policy of staying away from cases where I’m not invited.