Отзывы о Luggage Transfers

Hi, Sue, I have tried several times to explain what we are talking about - obviously without success. It may be because of the language (I am not a native speaker). Once again: At the end of the day the transport (as written in my evaluation) worked reliably. Yes, the yellow label was forgotten on the first pick-up, but this was also fixed on the second transport. What remains, however, is the fact that two accommodations were NOT informed in advance about the delivery AND that these accommodations assured us that this was problematic! Carol, our hostess in Portloe, was only at home by accident when our luggage arrived (Yes, it was a replacement driver, but as a customer I have to assume that Luggage Transfers takes care of the compliance with the company guidelines itself...). The usual driver called the next morning to coordinate the pick-up - but that was never the topic of our discussion. The following accommodation in Mevagissy was only contacted on the day of delivery. Now to the professionalism: I wrote already in my evaluation that my expectation as a customer, who invests not insignificant costs, is that with a complaint no page-long explanations take place. Everything that goes wrong in the background of a company does not interest me! For me it is important that a short apology is made, that "We take care of it" is explained and that (at best) everything works out! Just the fact that in response to my customer feedback all possible explanations were again given which had the aim of expressing "We did everything right" is unprofessional for me. Good complaint management is different. The aim is to stabilize endangered customer relationships due to negative events and to obtain information about future error avoidance. Every complaint always offers companies many opportunities. Put yourself in the position of your customers (we had holidays and no desire to deal with e-mails). If you put yourself in the position of the customer, you understand him much better. First and foremost, he is never your opponent. You shouldn't underestimate the fact that the customer took the trouble to complain at all and thus gave you the chance of a reworking for your business success. Social skills such as empathy, communication skills, self-perception and understanding have the highest priority in complaint management. Don't justify yourself - the more the customer can see your company as solely to blame, the more likely it is that his complaint satisfaction will increase. So don't rub your customers' noses in partial guilt, but concentrate on what went wrong on your side. Yes, criticism hurts, especially when it is directed against our personal abilities and competencies. Thus complaints are still regarded as result of nagging Querulanten and the complaint management too little attention given. The customer is however a long-term business partner with a high value and no opponent. Thus complaints do not only cause additional costs and coworker expenditure, but possess a high use: They contribute to a lasting optimization of services, products and business processes. We would have liked the offer to have a drink or pasty somewhere "at the expense of the house". Just a little attention. But at this point it's also good and I don't want to continue this exchange any longer, my patience is now really at an end. Of course we'll be back in Cornwall and the UK (or Wales or Scotland). Who then takes over the luggage transport, should this be necessary, we decide then. In this sense all the best for the future. Greetings, Elke Translated with www.DeepL.com/Translator