SadmanCruiser Posted March 17, 2016 #1 Share Posted March 17, 2016 My experience with customer services today. This morning I logged onto my cruises to book dining. Booked times for my time for the 3 night Independence cruise in April with no problems. Next step was to book dining for the crossing on May 1st. I saw the 5 speciality meals package for $100 each, good value, so I booked it. I then tried to book dining for the cruise. Day 2 was sorted with the deal (we will use our C&A 2 for 1 on the first night) but my time was not showing and I could not book any nights. I then tried using the email links to contact RCI - guess what, none of them worked, all I got was an error message. Ok I thought, I will email the guest relations email address I have used in the past - emails bounced back as undeliverable. Book on board you may suggest but as my wife is an insulin dependant diabetic I have to ensure we dine at fairly consistent times. As a last resort I contacted the corporate office. Within an hour I received an email saying my dining was booked at the times requested and a request for my phone number. Another hour later I received a call from F&B to ask what was happening on the website and to confirm dining times along with another email confirming bookings. I have just received an email from F&B on the Independence to confirm they are aware of my wife's diabetes. All in all excellent service - well done RCI Pete Link to comment Share on other sites More sharing options...
voyager70 Posted March 17, 2016 #2 Share Posted March 17, 2016 Thanks for posting. Always nice to hear about a positive experience. Link to comment Share on other sites More sharing options...
Big_G Posted March 17, 2016 #3 Share Posted March 17, 2016 (edited) Nice to hear a good story for a change. :) Edited March 17, 2016 by Big_G Link to comment Share on other sites More sharing options...
Clarea Posted March 17, 2016 #4 Share Posted March 17, 2016 Nice to hear a good story for a change. :) I agree.:) Link to comment Share on other sites More sharing options...
Rare Keith1010 Posted March 17, 2016 #5 Share Posted March 17, 2016 Always nice to hear about positive experiences. Keith Link to comment Share on other sites More sharing options...
Paul65 Posted March 17, 2016 #6 Share Posted March 17, 2016 Always nice to hear about positive experiences. Keith Much of it is a matter of the attitude you take. Some would have called this a bad customer service experience, because of the website and e-mail problems. Link to comment Share on other sites More sharing options...
Rare Keith1010 Posted March 17, 2016 #7 Share Posted March 17, 2016 Paul65, yes good point. I learned along time ago to take the glass his half full approach. That is because I realize that life is short and if we can cruise we are very and I mean very fortunate. Keith Link to comment Share on other sites More sharing options...
Clarea Posted March 17, 2016 #8 Share Posted March 17, 2016 Much of it is a matter of the attitude you take. Some would have called this a bad customer service experience, because of the website and e-mail problems. That is what we have learned. Link to comment Share on other sites More sharing options...
SadmanCruiser Posted March 17, 2016 Author #9 Share Posted March 17, 2016 Just had a conversation with a lovely lady called Laly who's email signature shows 'Director, Guest Relations & Shared Services' She rang to chat about the contact problems and wanted as much information about what I had tried to do and when I had tried to do it. 15 minute conversation later and she is ready to pass the information onto the IT dept. Pete Link to comment Share on other sites More sharing options...
Big_G Posted March 17, 2016 #10 Share Posted March 17, 2016 Much of it is a matter of the attitude you take. Some would have called this a bad customer service experience, because of the website and e-mail problems. Agreed. If you hit a bump in the road, kill'em with kindness and it usually works out. Link to comment Share on other sites More sharing options...
Rare Keith1010 Posted March 17, 2016 #11 Share Posted March 17, 2016 Pete, that is wonderful. Keith Link to comment Share on other sites More sharing options...
Clarea Posted March 17, 2016 #12 Share Posted March 17, 2016 Just had a conversation with a lovely lady called Laly who's email signature shows 'Director, Guest Relations & Shared Services' She rang to chat about the contact problems and wanted as much information about what I had tried to do and when I had tried to do it. 15 minute conversation later and she is ready to pass the information onto the IT dept. Pete Great news. Link to comment Share on other sites More sharing options...
StolidCruiser Posted March 17, 2016 #13 Share Posted March 17, 2016 When starting to read, I thought "Oh no, here we go..." How nice to hear that your customer service experience was a good one!! Link to comment Share on other sites More sharing options...
Rare Keith1010 Posted March 17, 2016 #14 Share Posted March 17, 2016 It's nice to have positive comments. Keith Link to comment Share on other sites More sharing options...
ken_nyc Posted March 17, 2016 #15 Share Posted March 17, 2016 Nice to hear a good story for a change. :) About time! :) Link to comment Share on other sites More sharing options...
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