Do you remember my bus story? A resolution has come to pass. It’s taken far longer than it should. And I never did get an answer as to how such incidents might be better handled in future. But I did, finally, get a response today which covers the costs I’d had to bear. And a little bit more. Next time I top up, I will get an extra two weeks added to my card at no extra charge.
Some companies do customer service really well. Southern Trains are a good example from recent personal experience. My train home from a recent day trip to Brighton was delayed by more than two hours. I filled out a simple Delay Repay form on their website, and I got a full refund of £40 in the form of rail vouchers within a fortnight. The delay wasn’t even their fault – someone threw themselves in front of a train in front of us. I feel I can almost forgive them for their appalling adverts- see below.
It’s all really so simple. Listen to the customer. Establish if you screwed up. Put things right with the customer. And work out how you’ll prevent it happening again. Oh, and make sure you keep the customer regularly updated. Anyone disagree?
Of course, some complaints are frivolous and without any real foundation. I encounter them on a daily basis in my current job. But the real classics were during my decade with Texaco. Some members of the public just have expectations that are a little too high.