RCCL Comes Through

[SherriZ366]

Sounds like a bad pair of LAs. I can't imagine it ever being too late to fill out a simple piece of paper and dropping it into a box. You're still on the ship, correct? The company still wants to secure future revenue, correct?

 

I think it's time to remove the first LA as a lesson to the second, and then provide the second LA additional training on how to successfully do her job.

 

The company is getting $100 per person of your money when fill out the piece of paper. That is non-refundable so you are likely to use it. It is also about the time value of money and also takes less administrative time than if you made a dummy booking to get the OBC.

 

I agree about removing the bad LA and expanding training. The employee should be concentrating on the value of the term loyalty!!!

[Mac777daddy]

Last week I posted a review of my experience aboard the Mariner of The Seas. I mentioned in my review a few problems that we had; illness, room service, and the LA agents. At the suggestion of several CC members I sent an e-mail to the customer service department, Mr. Fain, and Mr. Goldstein. Here is a copy of the letter:

 

To whom it may concern,

 

My name is Ron xxxxxx. My family and I just returned home from our first vacation ever. We booked and sailed aboard your ship, the Mariner of The Seas. She is a very beautiful ship and a pleasure to just walk around. This letter is not about the ship but about the way we were treated when we tried to book with your NextCruise program. On the third night of the cruise the family and I decided that we would love to do this again sometime next year. We were not sure of the ship or time so we decided to put a deposit down with your new program. My girlfriend and I went to see your Loyalty Ambassador that evening. From the time we approached his office until the time we left he treated us like a bother. We explained to him what we wanted to do and were promptly told that his computer was moving too slow, and unless we knew the specific date and cruise it would not be worth the wait. We tried again to explain to him that we wanted to book on the ship so we could get the on board credit. He again rolled his eyes and told us to book it from home. When I asked if we would be able to get the credit he said yes and walked into his little storage closet. We've heard such great things about the service that RCCL provides it guest, and to say we were shocked would be an understatement. Since the very first day I booked the cruise we've had nothing but outstanding service from your Personal Vacation Planner, Beth S-------l. I understand that people have bad days and that may have been his so I returned on our last day at sea to try again. The gentlemen was not there so I spoke with a young lady. Once I explained to her what we were told from the other LA and she informed me that was not correct. When I asked if we could book now she told me she was too far behind in her current bookings to take anymore. My question is this. What kind of Loyalty Program are you running? Whatever happened to customer retention?

What really upsets me is that I was going to book the cruise despite ordering room service 3 times and not getting it, and getting food poisoning on top of that!! Those things I can forget about. I mean those things happen and I understand the Mariner is big ship. Me missing a few meals isn't going to hurt anything. The other issue upsets me more because we were planning on making cruising our yearly event. We still may, but I'm not sure it will be with Royal Caribbean. Thank you for your time and have a Happy New Year.

 

Well today to my shock I recieved a phone call from both offices. One gentlemen I spoke with, a Mr. Bill W--- was very nice and actually took the time to speak with me about several things. He did not rush to get me off the phone nor was he rude or unpleasant. It just made me feel good to know that someone not only cared enough about my feelings but also the product they are trying to sell. In a time where customer service is usually left up to voice machines and computers I tip my hat to RCCL for a job well done. With just that simple phone call RCCL will keep my family and I as loyal customers. GOOD JOB RCCL!:)

 

 

Review: http://boards.cruisecritic.com/showthread.php?t=679690&page=2

 

Do you recall where and what you ate to get food poison? Thanks

[Mac777daddy]

Last week I posted a review of my experience aboard the Mariner of The Seas. I mentioned in my review a few problems that we had; illness, room service, and the LA agents. At the suggestion of several CC members I sent an e-mail to the customer service department, Mr. Fain, and Mr. Goldstein. Here is a copy of the letter:

 

To whom it may concern,

 

My name is Ron xxxxxx. My family and I just returned home from our first vacation ever. We booked and sailed aboard your ship, the Mariner of The Seas. She is a very beautiful ship and a pleasure to just walk around. This letter is not about the ship but about the way we were treated when we tried to book with your NextCruise program. On the third night of the cruise the family and I decided that we would love to do this again sometime next year. We were not sure of the ship or time so we decided to put a deposit down with your new program. My girlfriend and I went to see your Loyalty Ambassador that evening. From the time we approached his office until the time we left he treated us like a bother. We explained to him what we wanted to do and were promptly told that his computer was moving too slow, and unless we knew the specific date and cruise it would not be worth the wait. We tried again to explain to him that we wanted to book on the ship so we could get the on board credit. He again rolled his eyes and told us to book it from home. When I asked if we would be able to get the credit he said yes and walked into his little storage closet. We've heard such great things about the service that RCCL provides it guest, and to say we were shocked would be an understatement. Since the very first day I booked the cruise we've had nothing but outstanding service from your Personal Vacation Planner, Beth S------ I understand that people have bad days and that may have been his so I returned on our last day at sea to try again. The gentlemen was not there so I spoke with a young lady. Once I explained to her what we were told from the other LA and she informed me that was not correct. When I asked if we could book now she told me she was too far behind in her current bookings to take anymore. My question is this. What kind of Loyalty Program are you running? Whatever happened to customer retention?

What really upsets me is that I was going to book the cruise despite ordering room service 3 times and not getting it, and getting food poisoning on top of that!! Those things I can forget about. I mean those things happen and I understand the Mariner is big ship. Me missing a few meals isn't going to hurt anything. The other issue upsets me more because we were planning on making cruising our yearly event. We still may, but I'm not sure it will be with Royal Caribbean. Thank you for your time and have a Happy New Year.

 

Well today to my shock I recieved a phone call from both offices. One gentlemen I spoke with, a Mr. Bill W----, was very nice and actually took the time to speak with me about several things. He did not rush to get me off the phone nor was he rude or unpleasant. It just made me feel good to know that someone not only cared enough about my feelings but also the product they are trying to sell. In a time where customer service is usually left up to voice machines and computers I tip my hat to RCCL for a job well done. With just that simple phone call RCCL will keep my family and I as loyal customers. GOOD JOB RCCL!:)

 

 

Review: http://boards.cruisecritic.com/showthread.php?t=679690&page=2

 

Sorry disregard my last post you already answered that. Thanks

[BadBoysDriveAudi]

The company is getting $100 per person of your money when fill out the piece of paper. That is non-refundable so you are likely to use it. It is also about the time value of money and also takes less administrative time than if you made a dummy booking to get the OBC.

 

I agree about removing the bad LA and expanding training. The employee should be concentrating on the value of the term loyalty!!!

 

Sounds like you're also an investor. Nice to hear that we're on the same page.

 

In my personal career, I continually leave up Yahoo Finance and watch my company's ticker symbol; it gives me all the incentive I need to continue to put the customer first. I guess it doesn't hurt that I'm in a position to financially benefit (outside of my salary) when the share price rises. :p

 

All too often, employees cheat themselves and the company by not providing stellar customer service. Why sign a contract to work on the ship and in that capacity when you're not going to enjoy it? It simply doesn't make sense.

[SherriZ366]

Sounds like you're also an investor. Nice to hear that we're on the same page.

 

In my personal career, I continually leave up Yahoo Finance and watch my company's ticker symbol; it gives me all the incentive I need to continue to put the customer first. I guess it doesn't hurt that I'm in a position to financially benefit (outside of my salary) when the share price rises. :p

 

All too often, employees cheat themselves and the company by not providing stellar customer service. Why sign a contract to work on the ship and in that capacity when you're not going to enjoy it? It simply doesn't make sense.

You're right -- I am an investor and I love the shipboard credit for owning stock. So with the onboard credit and the stock ownership credit, we start out a 7 day cruise with $200 and then of course, DH feels free to go to the casino -- more onboard revenue.

[chuck/debbie]

Last week I posted a review of my experience aboard the Mariner of The Seas. I mentioned in my review a few problems that we had; illness, room service, and the LA agents. At the suggestion of several CC members I sent an e-mail to the customer service department, Mr. Fain, and Mr. Goldstein. Here is a copy of the letter:

 

To whom it may concern,

 

My name is Ron xxxxxx. My family and I just returned home from our first vacation ever. We booked and sailed aboard your ship, the Mariner of The Seas. She is a very beautiful ship and a pleasure to just walk around. This letter is not about the ship but about the way we were treated when we tried to book with your NextCruise program. On the third night of the cruise the family and I decided that we would love to do this again sometime next year. We were not sure of the ship or time so we decided to put a deposit down with your new program. My girlfriend and I went to see your Loyalty Ambassador that evening. From the time we approached his office until the time we left he treated us like a bother. We explained to him what we wanted to do and were promptly told that his computer was moving too slow, and unless we knew the specific date and cruise it would not be worth the wait. We tried again to explain to him that we wanted to book on the ship so we could get the on board credit. He again rolled his eyes and told us to book it from home. When I asked if we would be able to get the credit he said yes and walked into his little storage closet. We've heard such great things about the service that RCCL provides it guest, and to say we were shocked would be an understatement. Since the very first day I booked the cruise we've had nothing but outstanding service from your Personal Vacation Planner, Beth S-----. I understand that people have bad days and that may have been his so I returned on our last day at sea to try again. The gentlemen was not there so I spoke with a young lady. Once I explained to her what we were told from the other LA and she informed me that was not correct. When I asked if we could book now she told me she was too far behind in her current bookings to take anymore. My question is this. What kind of Loyalty Program are you running? Whatever happened to customer retention?

What really upsets me is that I was going to book the cruise despite ordering room service 3 times and not getting it, and getting food poisoning on top of that!! Those things I can forget about. I mean those things happen and I understand the Mariner is big ship. Me missing a few meals isn't going to hurt anything. The other issue upsets me more because we were planning on making cruising our yearly event. We still may, but I'm not sure it will be with Royal Caribbean. Thank you for your time and have a Happy New Year.

 

Well today to my shock I recieved a phone call from both offices. One gentlemen I spoke with, a Mr. Bill W---- nice and actually took the time to speak with me about several things. He did not rush to get me off the phone nor was he rude or unpleasant. It just made me feel good to know that someone not only cared enough about my feelings but also the product they are trying to sell. In a time where customer service is usually left up to voice machines and computers I tip my hat to RCCL for a job well done. With just that simple phone call RCCL will keep my family and I as loyal customers. GOOD JOB RCCL!:)

 

 

Review: http://boards.cruisecritic.com/showthread.php?t=679690&page=2

 

I was wondering where you sent your letter ...thru email or by mail. And could you please give me the address of either one. Was on the Mariner last week and people we were sitting with for dinner had a very bad 1st cruise experience for a family of 4. Too long to go into, but they would like to send a letter or email to someone. Thanks for the help.

 

Debbie

[booze brothers]

When we sailed with RCI on a cruise where the sheer number of people wanting to make bookings for future cruises while onboard, clearly made it impossible for the LA to schedule appointments for everyone, she provided everyone who she could not accommodate, with a signed form indicating that when that person booked their next cruise from home or through their TA, they qualified for the OBC as if they had made that booking while onboard. It seems that she, at least, had her act together and was able to deal with the problem in a way that satisfied everyone. The same LA, when we had asked her a question that she had to research, actually called us in our stateroom with the answer and since we were not in the room when she called, actually left her cabin phone number so that we could reach her. That was Debbie Gorman on the Jewel of the Seas, and one of the best LA's we have sailed with.:)

 

Bill, do you know if Debbie is still the LA on the Jewel? I heard it was now Inga (wasn't too thrilled with her on the Radiance) thanks, Mimi

[Ronrocks!]

Last week I posted a review of my experience aboard the Mariner of The Seas. I mentioned in my review a few problems that we had; illness, room service, and the LA agents. At the suggestion of several CC members I sent an e-mail to the customer service department, Mr. Fain, and Mr. Goldstein. Here is a copy of the letter:

 

To whom it may concern,

 

My name is Ron xxxxxx. My family and I just returned home from our first vacation ever. We booked and sailed aboard your ship, the Mariner of The Seas. She is a very beautiful ship and a pleasure to just walk around. This letter is not about the ship but about the way we were treated when we tried to book with your NextCruise program. On the third night of the cruise the family and I decided that we would love to do this again sometime next year. We were not sure of the ship or time so we decided to put a deposit down with your new program. My girlfriend and I went to see your Loyalty Ambassador that evening. From the time we approached his office until the time we left he treated us like a bother. We explained to him what we wanted to do and were promptly told that his computer was moving too slow, and unless we knew the specific date and cruise it would not be worth the wait. We tried again to explain to him that we wanted to book on the ship so we could get the on board credit. He again rolled his eyes and told us to book it from home. When I asked if we would be able to get the credit he said yes and walked into his little storage closet. We've heard such great things about the service that RCCL provides it guest, and to say we were shocked would be an understatement. Since the very first day I booked the cruise we've had nothing but outstanding service from your Personal Vacation Planner, Beth S-------. I understand that people have bad days and that may have been his so I returned on our last day at sea to try again. The gentlemen was not there so I spoke with a young lady. Once I explained to her what we were told from the other LA and she informed me that was not correct. When I asked if we could book now she told me she was too far behind in her current bookings to take anymore. My question is this. What kind of Loyalty Program are you running? Whatever happened to customer retention?

What really upsets me is that I was going to book the cruise despite ordering room service 3 times and not getting it, and getting food poisoning on top of that!! Those things I can forget about. I mean those things happen and I understand the Mariner is big ship. Me missing a few meals isn't going to hurt anything. The other issue upsets me more because we were planning on making cruising our yearly event. We still may, but I'm not sure it will be with Royal Caribbean. Thank you for your time and have a Happy New Year.

 

Well today to my shock I recieved a phone call from both offices. One gentlemen I spoke with, a Mr. Bill W---- was very nice and actually took the time to speak with me about several things. He did not rush to get me off the phone nor was he rude or unpleasant. It just made me feel good to know that someone not only cared enough about my feelings but also the product they are trying to sell. In a time where customer service is usually left up to voice machines and computers I tip my hat to RCCL for a job well done. With just that simple phone call RCCL will keep my family and I as loyal customers. GOOD JOB RCCL!:)

 

 

Review: http://boards.cruisecritic.com/showthread.php?t=679690&page=2

 

I was wondering where you sent your letter ...thru email or by mail. And could you please give me the address of either one. Was on the Mariner last week and people we were sitting with for dinner had a very bad 1st cruise experience for a family of 4. Too long to go into, but they would like to send a letter or email to someone. Thanks for the help.

 

Debbie

 

RichardFain@rccl.com

His executive staff:

agoldstein@rccl.com; jwilliams@rccl.com; lleon@rccl.com

[jaxon41]

 

RichardFain@rccl.com

 

His executive staff:

agoldstein@rccl.com; jwilliams@rccl.com; lleon@rccl.com

 

just a bit curious -- I thought the email addy was rfain@....

and I thought r. fain was the head of RCCL, but that a. goldstein was the head of RCI, over both X and RCCL.

 

I have heard people getting good response from goldstein, but this is the first I have ever read it for fain. I have a letter to send too about a LA on Enchantment -- first he books the wrong cabin, and then he books someone else's cabin on my credit card -- a 2 month mess, with their resolution person yelling at me, and actually telling me to call some TA to get my money back! The most unbelievable customer service I have ever experienced. As of last night, I think it is fixed.

[dagadget]

Glad to hear that -- this does make up for an incompetent LA.

 

 

The upper level people at RCI are very helpful and do get things done. I know from experience :D Nice work RCI

[Ronrocks!]

 

just a bit curious -- I thought the email addy was rfain@....

and I thought r. fain was the head of RCCL, but that a. goldstein was the head of RCI, over both X and RCCL.

 

I have heard people getting good response from goldstein, but this is the first I have ever read it for fain. I have a letter to send too about a LA on Enchantment -- first he books the wrong cabin, and then he books someone else's cabin on my credit card -- a 2 month mess, with their resolution person yelling at me, and actually telling me to call some TA to get my money back! The most unbelievable customer service I have ever experienced. As of last night, I think it is fixed.

 

Well I didn't have a clue as to who to send it to so I sent it to everyone on the list above. I got a phone call from both offices.

[chuck/debbie]

 

RichardFain@rccl.com

 

His executive staff:

agoldstein@rccl.com; jwilliams@rccl.com; lleon@rccl.com

thank you for the quick response, will forward to the other people

[negc]

Bill, do you know if Debbie is still the LA on the Jewel? I heard it was now Inga (wasn't too thrilled with her on the Radiance) thanks, Mimi

I don't know where she is at this time. She was on the Jewel when we did the westbound TA in September, 2005 and in 2006 when we did the repo from Boston. :)

[shipknotshore]

When we sailed with RCI on a cruise where the sheer number of people wanting to make bookings for future cruises while onboard, clearly made it impossible for the LA to schedule appointments for everyone, she provided everyone who she could not accommodate, with a signed form indicating that when that person booked their next cruise from home or through their TA, they qualified for the OBC as if they had made that booking while onboard. It seems that she, at least, had her act together and was able to deal with the problem in a way that satisfied everyone. The same LA, when we had asked her a question that she had to research, actually called us in our stateroom with the answer and since we were not in the room when she called, actually left her cabin phone number so that we could reach her. That was Debbie Gorman on the Jewel of the Seas, and one of the best LA's we have sailed with.:)

 

She was very nice to us when we booked on board with her. She's a keeper!!

 

I think that RCI needs to have longer hours for the LA and even more staff if they are missing out on future bookings. There are too many passengers wanting appointments for the few hours they are at their desk. We now make our appt. with the LA as soon as possible so we don't run into the problem of them not being available.

[PH8]

 

RichardFain@rccl.com

 

His executive staff:

agoldstein@rccl.com; jwilliams@rccl.com; lleon@rccl.com

Jack Williams left his position of president a couple of years ago to work for some charity...

[Fury1995]

Well, by pure luck and the kindness of RCI. But technically that LA is wrong.

 

 

C'mon man, didn't you see the wink and the roll eyes????? It's called sarcastic humor.........

[Colts-Steelers]

Ron, glad you got this situation all worked out. Hopefully we will see you on the Mariner next December! :D

 

Bill & Mimi...Deborah is currently on the Mariner. I had an appt with her during the same week and she was a great help...just as she was on the Jewel last year. As I previously posted to Ron, the other gentleman helping her didn't seemed too informed and possibly contributed to the abundance of bookings she had to complete. She was also booked out of appts. I agree...Deborah is wonderful and I had to say "hello" as soon as I saw her greeting the C&A guests at the cocktail party.

[powelweb]

I've suggested on past cruise comments cards that they should really set up the onboard computer to register/ flag that you are onboard a given ship using the IP address.

 

This would folks who know what they want to book to do it themselves, and save the LA's time for folks who truly need their guidance and suggestions.

 

not sure how next cruise would work though- maybe a special page only accessible on board?

[bubbie617]

The same LA, when we had asked her a question that she had to research, actually called us in our stateroom with the answer and since we were not in the room when she called, actually left her cabin phone number so that we could reach her. That was Debbie Gorman on the Jewel of the Seas, and one of the best LA's we have sailed with.:)

 

You are so right about Debbie. She is the best FCC/LA we have ever had the pleasure of dealing with. She knows the ships, she knows the itineraries, she knows the ins and outs. She is a great representative of Royal Caribbean and we can't wait to see her again in a few weeks. Her enthusiasm is catching!

 

Edited: I just finished reading the posts in this thread and am disappointed that Debbie will not be on Jewel, but hopefully I will run into her one day in the future. Wherever she is, those passengers are lucky to have someone so capable to deal with.

[crazy 4 cruising]

Ron, glad you got this situation all worked out. Hopefully we will see you on the Mariner next December! :D

 

Bill & Mimi...Deborah is currently on the Mariner. I had an appt with her during the same week and she was a great help...just as she was on the Jewel last year. As I previously posted to Ron, the other gentleman helping her didn't seemed too informed and possibly contributed to the abundance of bookings she had to complete. She was also booked out of appts. I agree...Deborah is wonderful and I had to say "hello" as soon as I saw her greeting the C&A guests at the cocktail party.

 

I have dealt with the "helpers" also in the past. several times they have been 1 of the entertainers--dancers, singers, skaters. I have never had any problem booking a Next Cruise & we have done it 4 or 5 times now. It is too bad that you had this problem, but good for you for writing a very appropriate letter. I have written both Mr. Goldstein & Mr Fain about taking both ships from Galveston and heard back from them by e-mail and got phone calls from their staff members. I'm glad they were able to offer you a viable solution.

[Ronrocks!]

Ron, glad you got this situation all worked out. Hopefully we will see you on the Mariner next December! :D

 

Bill & Mimi...Deborah is currently on the Mariner. I had an appt with her during the same week and she was a great help...just as she was on the Jewel last year. As I previously posted to Ron, the other gentleman helping her didn't seemed too informed and possibly contributed to the abundance of bookings she had to complete. She was also booked out of appts. I agree...Deborah is wonderful and I had to say "hello" as soon as I saw her greeting the C&A guests at the cocktail party.

 

I'm not sure who the lady was I delt with. All I know is she had short blonde hair. She wasn't the person I originally had the problem with. However, she did not offer me any solutions or seem too concerned that someone was giving out the wrong information. All is water under the bridge now. RCCL did the right thing as I hear they often do. I will not think twice about sailing with them again.

[MaryEBS]

When we sailed with RCI on a cruise where the sheer number of people wanting to make bookings for future cruises while onboard, clearly made it impossible for the LA to schedule appointments for everyone, she provided everyone who she could not accommodate, with a signed form indicating that when that person booked their next cruise from home or through their TA, they qualified for the OBC as if they had made that booking while onboard. It seems that she, at least, had her act together and was able to deal with the problem in a way that satisfied everyone. The same LA, when we had asked her a question that she had to research, actually called us in our stateroom with the answer and since we were not in the room when she called, actually left her cabin phone number so that we could reach her. That was Debbie Gorman on the Jewel of the Seas, and one of the best LA's we have sailed with.:)

 

I could not agree with you more Bill! Debbie Gorman should be training all the Loyalty Ambassadors...she is truly in a class of her own.

[BadBoysDriveAudi]

I've suggested on past cruise comments cards that they should really set up the onboard computer to register/ flag that you are onboard a given ship using the IP address.

 

This would folks who know what they want to book to do it themselves, and save the LA's time for folks who truly need their guidance and suggestions.

 

not sure how next cruise would work though- maybe a special page only accessible on board?

 

This is certainly a doable item. Each cruise ship will essentially have their own internal subnet (much like a company's intranet), so you could develop an application that would hook into the overall company's web site and allow passengers to "self-serve" themselves. As you suggested, this would allow those that don't have questions to quickly book a future trip (or whatever workflow the company desired).

 

I'd also suggest an offering of computers that would allow customers to do this without charging them access to use the computer -- thereby eliminating the "if I use the LA, I won't be charged this fee" thinking.

 

Not a bad idea to bring up to the executive management team; especially if the LA problem is more rampant than just a couple of bad apples. Shoot -- it's not a bad idea even if ALL ambassadors were superstars!

 

I'm not going to steal your thunder, but you really should write this up as a business plan and submit it to the company. Go through the executive management channel and the Investor Relations channel. :)

[SherriZ366]

This is certainly a doable item. Each cruise ship will essentially have their own internal subnet (much like a company's intranet), so you could develop an application that would hook into the overall company's web site and allow passengers to "self-serve" themselves. As you suggested, this would allow those that don't have questions to quickly book a future trip (or whatever workflow the company desired).

 

I'd also suggest an offering of computers that would allow customers to do this without charging them access to use the computer -- thereby eliminating the "if I use the LA, I won't be charged this fee" thinking.

 

Not a bad idea to bring up to the executive management team; especially if the LA problem is more rampant than just a couple of bad apples. Shoot -- it's not a bad idea even if ALL ambassadors were superstars!

 

I'm not going to steal your thunder, but you really should write this up as a business plan and submit it to the company. Go through the executive management channel and the Investor Relations channel. :)

I agree -- I really don't need a lot of time with the LA -- just want the onboard credit. And actually, when we haven't made our mind up yet, DH likes the $100 each being put down on the future cruise instead of $250 each. Folks on this board and I know more than many future cruisers about future cruises that we might not to book than lots of passengers.

 

I also have a great TA that gets the fax that I've bought the future cruise certificate. I usually speak to her a few days after we get home.

[cruiserbryce]

seems that if you attempt to handle issues with service in a calm and respectful manner things get resolved better than if you are rude and beligerant...glad RC made it right for you