Is Retreat customer service in the Philippines?

[zitsky]

I called the Retreat customer service desk late around 5:30pm Eastern.  I talked to someone with a Filipino accent.  She seemed inexperienced.  
 

I only asked her two very basic questions.  I asked her about something and she would answer the wrong question.  She disappeared for about 7 minutes and came back saying she was talking on mute.  

 

Will I get a better experience if I call back during the day?  I wanted to ask one more question but I thought I’d waste my time.

Edited August 13 by zitsky

[jelayne]

I have no idea where there are located but I have talked to the same 3-4 Retreat Concierges over past couple of years.  All were very knowledgeable.  There was 1 occasion recently when I guess the lines were busy and I got routed to a general customer service person who quickly realized they were not able to help me and transferred me back to the right place.

[chemmo]

5 hours ago, zitsky said:

I called the Retreat customer service desk late around 5:30pm Eastern.  I talked to someone with a Filipino accent.  She seemed inexperienced.  
 

I only asked her two very basic questions.  I asked her about something and she would answer the wrong question.  She disappeared for about 7 minutes and came back saying she was talking on mute.  

 

Will I get a better experience if I call back during the day?  I wanted to ask one more question but I thought I’d waste my time.

We always phone during ‘office hours’. That tends to be when specialist staff are on duty. It is possible that your call was redirected to the general booking line. When we have (rarely) needed to make a query at a weekend when our usual contact is not on the level of expertise has varied. Some clearly well experienced and others less so. For example, not knowing E+ can change cruises at no cost in the UK.

 

Remember, new staff may never have cruised, barely know the difference in the ship types, room types etc. If you phone and they cannot answer your question then ask them to get someone who can phone you back. If your query is an emergency then ring off and call back. Alternatively ask on Cruise Critic, your responses will come from people who actually know about the ship and cruise experience!

 

 

[zitsky]

3 hours ago, chemmo said:

We always phone during ‘office hours’. That tends to be when specialist staff are on duty. It is possible that your call was redirected to the general booking line. When we have (rarely) needed to make a query at a weekend when our usual contact is not on the level of expertise has varied. Some clearly well experienced and others less so. For example, not knowing E+ can change cruises at no cost in the UK.

 

Remember, new staff may never have cruised, barely know the difference in the ship types, room types etc. If you phone and they cannot answer your question then ask them to get someone who can phone you back. If your query is an emergency then ring off and call back. Alternatively ask on Cruise Critic, your responses will come from people who actually know about the ship and cruise experience!

Thanks, I appreciate that.  I expect all staff to be at least able to google which is what she seemed to be doing, badly.  I wanted confirmation of what I was told here as well as asking some other questions.  Such as, will flower orders ever come back?

[leaveitallbehind]

4 hours ago, chemmo said:

Remember, new staff may never have cruised, barely know the difference in the ship types, room types etc. 

This isn't limited to new staff.  Many support staff may have never cruised and don't have direct experience with that. And that really may not be necessary. But they should all be trained to understand policies and procedures and have correct responses to most of the questions asked.  And if they don't, there should be supervisors available who can assist who do have that knowledge.  

 

IMO this is likely the case with most call centers whose role is to be a first line response team to handle most questions, and then elevate as required when there is something above that.  But proper training, or lack thereof, will make all the difference in how well this works.  Again, JMO.

[zitsky]

4 minutes ago, leaveitallbehind said:

This isn't limited to new staff.  Many support staff may have never cruised and don't have direct experience with that. And that really may not be necessary. But they should all be trained to understand policies and procedures and have correct responses to most of the questions asked.  And if they don't, there should be supervisors available who can assist who do have that knowledge.  

 

IMO this is likely the case with most call centers whose role is to be a first line response team to handle most questions, and then elevate as required when there is something above that.  But proper training, or lack thereof, will make all the difference in how well this works.  Again, JMO.

I don’t expect someone to know the engine capacity of a cruise ship off the top of their head.  I asked how early can I board and what are the Luminae hours.  Information I was given on Cruise Critic.  I recently saw some conflicting discussion and wanted to confirm with the cruise line. 
 

I’ve often worked in customer facing jobs so I am not trying to be insensitive.  But if someone mutes their mike and talks for 7 minutes (yes that happened), then I think more training is needed.

[leaveitallbehind]

21 minutes ago, zitsky said:

But if someone mutes their mike and talks for 7 minutes (yes that happened), then I think more training is needed.

....which, as I stated in my response, was exactly my point.  Call centers are only as effective as the training level of their personnel.

Edited August 13 by leaveitallbehind

[Alakegirl]

37 minutes ago, zitsky said:

I don’t expect someone to know the engine capacity of a cruise ship off the top of their head.  I asked how early can I board and what are the Luminae hours.  Information I was given on Cruise Critic.  I recently saw some conflicting discussion and wanted to confirm with the cruise line. 

Suite passengers can board at their leisure. The Suite dining room hours for your cruise will be found in the app.

[DaKahuna]

55 minutes ago, zitsky said:

I asked how early can I board and what are the Luminae hours.  Information I was given on Cruise Critic.

 

Those are in the Celebrity app.  They can vary from cruise to cruise depending on the port schedule but if you look at a current sailing in the app for the ship you will be on, it should give you a idea. The only thing I have seen vary is lunch hours and breakfast on embarkation/disembarkation day.. 

 

[zitsky]

16 minutes ago, Alakegirl said:

Suite passengers can board at their leisure. The Suite dining room hours for your cruise will be found in the app.

Yes.  So it should be easy for a Celebrity employee to confirm that.  
 

I had another question about private journeys but I will search here first.  And I already know they stopped flower orders but I was wanting to give them feedback.

[RichYak]

53 minutes ago, zitsky said:

 I asked how early can I board and what are the Luminae hours.

A bad call center rep will waste their and your time trying fruitlessly to figure this out.

A good rep will make up answers that may or may not be accurate, but at least they got you off the phone quickly.

A really good rep will tell you the truth: there is no single answer to your questions. It depends on what time the ship arrives and zeros out, and the second question, though easier to answer, still could depend on which ship and the particular Luminae Maitre 'd.

[paulh84]

After 12k posts I'm not sure I would spend my time contacting a call center expecting them to Google for me.

 

Check the app. 

[zitsky]

4 minutes ago, paulh84 said:

After 12k posts I'm not sure I would spend my time contacting a call center expecting them to Google for me.

 

Check the app. 

Can the app tell me what my options are for a Celebrity private journey in Phuket, Thailand?

 

I can tell you the experience calling after 9am Eastern “business hours” is like night and day.   I’m on the phone now and it’s a completely different story.

[paulh84]

2 minutes ago, zitsky said:

Can the app tell me what my options are for a Celebrity private journey in Phuket, Thailand?

 

 

Probably. The website definitely does. Isn't the whole point of a paying for a Private Journey to get an excursion customized to exactly what you want? 

 

Highlights

• Our Destination Insiders know the places we visit inside and out, hidden gems, and authentic local hideaways, and can help you create the personalized experience of your dreams. 
• From awe-inspiring views, and world-class cuisine to simply securing a car and driver for the day with a savvy local guide, the possibilities are endless. 
• Reserve now and one of our Destination Insiders will reach out to you within three business days to help plan your unforgettable journey.

 

Important details and advisements

• There is no need to book Private Journey Consultations for each port of call. Our Destination Insiders are happy to assist you with your entire voyage during your consultation.
• Destination Insiders can be reached at CelebrityDestinationInsiders@Celebrity.com.

 

[chemmo]

1 hour ago, zitsky said:

Thanks, I appreciate that.  I expect all staff to be at least able to google which is what she seemed to be doing, badly.  I wanted confirmation of what I was told here as well as asking some other questions.  Such as, will flower orders ever come back?

To feedback on things like wishing you could order flowers would best be communicated by email in my experience. 
 

If you have not found your answers by googling it is unlikely that they will…You can always ask for a call back.
 

[zitsky]

2 minutes ago, paulh84 said:

 

Probably. The website definitely does. Isn't the whole point of a paying for a Private Journey to get an excursion customized to exactly what you want? 

 

Exactly.  You suggested I use the app to answer my questions.

 

Edit: they can do flowers but they suggest ordering by email or phone a month before the cruise.  Not through the app or website.

Edited August 13 by zitsky

[chemmo]

10 minutes ago, zitsky said:

Can the app tell me what my options are for a Celebrity private journey in Phuket, Thailand?

 

I can tell you the experience calling after 9am Eastern “business hours” is like night and day.   I’m on the phone now and it’s a completely different story.

So pleased you have got through to someone who can help you.

[paulh84]

3 minutes ago, zitsky said:

Exactly.  You suggested I use the app to answer my questions.

Yep it’s there too.

 

 

[leaveitallbehind]

30 minutes ago, zitsky said:

I had another question about private journeys but I will search here first. 

You can also try calling Celebrity directly regarding PJ at 844-571-7851

Edited August 13 by leaveitallbehind

[zitsky]

24 minutes ago, paulh84 said:

Yep it’s there too.

 

 

I tried using the app to request a consultation first before I called.  On my iPhone it did nothing when I tried to select that option.  I think the app is great for many things.  I just updated the app thinking that might fix this problem.  Now it is worse.  It shows me excursions but won’t open them,  I’ll try restarting my phone.

 

Edit: After the latest app update I had to restart my phone but now it’s working again.  I’m on an iPhone and I’m still on iOS 17.5.1.

Edited August 13 by zitsky

[leaveitallbehind]

1 minute ago, zitsky said:

I tried using the app to request a consultation first before I called.  On my iPhone it did nothing when I tried to select that option.  I think the app is great for many things.  I just updated the app thinking that might fix this problem.  Now it is worse.  It shows me excursions but won’t open them,  I’ll try restarting my phone.

We have found the app to be less than cooperative at times and typically prefer to use the planner via our PC, and then use the app on board.  JMO

[DaKahuna]

12 hours ago, zitsky said:

an iPhone and I’m still on iOS 17.5.1.

 

17.6.1 is the latest version of iOS

 

[zitsky]

5 minutes ago, DaKahuna said:

 

17.6.1 is the latest version of iOS

 

Yes I know. Which is why I said “still on”…. Anyway it was working after a restart.  I’ve never had to do that before.

[PTC DAWG]

14 hours ago, leaveitallbehind said:

We have found the app to be less than cooperative at times and typically prefer to use the planner via our PC, and then use the app on board.  JMO

That works best for the Wife and I too

[Jim_Iain]

This may just be my experience from calling the Zenith Number.   The phone is usually answered by dedicated staff  immediately but if busy the phone rolls over to a General Customer Service Number.   This could be availability and hours. 

 

The dedicated Shore-side concierges I've spoken to are generally based in the U.S. - most in Miami.