Don’t leave me hanging
Working in a call centre the everyday part of working life is the constant ring of the telephone, but here at cruise rather then you having to sit on the phone for hours on the general line all consultants have their own direct numbers. This allows are clients to call us on the direct free phone number and get hold of us straight away. The phone system we have is quite advanced and shows us who’s calling and your booking history before you have even opened your mouth. If we are on another call assisting a client then you can leave your message which is stored on the phone and also emailed to us and we can call you straight back once were finished. In my opinion a brilliant service and very personal as you have the same one person looking after you and dealing with all your requirements. However the system we use is not always adopted by other well known call centres. Take for example easy jet where customers calling up to complain have been left on hold for a staggering one hour and eight minutes!!!!!! The budget airline was pipped only by an NHS hotline for leaving callers hanging on the line. In Health Netcare — used by healthcare professionals to get patients’ test results — was worst with a waiting time of an hour and 12 minutes. Its 0844 number can cost up to 40p a minute to call from a mobile.
Researchers found that if someone phoned all the Top Ten numbers with the longest waits — which include IKEA and Apple — it would cost £94 before they even got to speak to anyone. The survey was conducted by queue-dodging service WeQ4U, which rang 3,000 firms 10,000 times after it emerged the average consumer spends 45 hours a year waiting on the phone.
RUDEST call centre was HM Revenue and Customs, followed by the Work and Pensions Department — which includes Jobcentres. British Airways was third and Barclays bank fourth.
WeQ4U founder Matt King said: “UK callers waste five working days a year waiting to get through to busy UK customer call centres.”
None of this at cruise we pride ourselves on the service we provide and don’t just take my word for it as you can see from my blog lots of my customers agree with my ‘rate my service’ comments. So give me a call if you need any help and I promise I won’t leave you hanging like the awful lot above.
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About Me
I have been working in the Travel Industry for 16 years and originally started out in Business travel. After doing this for a while I was given an opportunity to move into the cruising industry and haven't looked back since. I thoroughly enjoy my job and can't think of anything…
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