You post on DumbCo’s Facebook Page, narrating only objective facts. You then decide other people should be warned about this. You decide it was just $50 out of your pocket so it is not worth your time. You suspect the recording does not exist. You suspect recording phone conversations is usually to monitor service staff, not customers. A war with a customer hurts you no matter who wins.ĭumbCo Social Media – Sometimes a Quick Response Time Isn’t a Good Thing Why are you narrating to the customer how his or her character flaws led to this disastrous situation? Do not shift the blame. The manager tells you not to call them again and hangs up. What is more, the manager warns you that he has listened to a playback of the conversation between the phone operator and yourself and accuses you of being unreasonable and demanding. You ask him to be more helpful and the manager says you should have helped yourself by being smart enough to book with the hotel before buying from them. The manager picks up the phone and says you are not getting a refund. While waiting, you hear the phone operator bitch about you to the manager. Great, you think perhaps now you can resolve this. This could have arisen from a lack of training, or worse still, a bad attitude that trickled down from management.ĭumbCo Management – I Use the Term “Manage” Liberally Pro-tip: Do not allow rude phone operators to be under your employ. Okay, perhaps it is not within the operator’s authority to have brains, so you ask to speak to the manager and the operator cheerily agrees. The operator laughs a cold laugh and condescendingly says, “That’s not happening. You keep your cool, you still need a resolution, so you ask if anything can be arranged, perhaps an extension, perhaps a refund. Sarcastic attitude aside, the phone operator starts telling you off for not checking with the hotel before you bought the Voucher. Little did you know, hotlines are not there to help, they are there to make you give up. So next you call DumbCo’s customer service hotline asking if they can do anything to help.
It is partly their fault – they overbooked – but they ate their humble pie and came forth with constructive solutions rather than being on the defensive. Pro-tip: I’d say the hotel did great here.
The hotel apologizes profusely for the overbooking and offers to book you in another nearby hotel but they cannot offer a refund as the money is paid to DumbCo. Naturally, the Voucher is useless if the hotel has no available dates and you explain that to the hotel. You ask when the next available room dates are, turns out, it’s after the expiry of the Voucher. You call the hotel, they say the dates you wanted are full, that’s fine because it is after all a savings package so some flexibility is to be expected. Let’s say you buy one of those cheapskate holiday “savings” packages (the “Voucher”) for a hotel stay in Bintan. Don’t be like this not-to-be-named discount voucher website company (“DumbCo”): There are some clear Dos and Don’ts in the world of customer service. I’ve encountered companies where under the “contact us” page of the website, it only had a snail mail address. If not, better not to respond at all – I’m not kidding. Responding to customers promptly and constructively is the only kind of response you want going out.
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