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Post by Political Incorrectness on Aug 24, 2005 15:11:33 GMT -8
ok talk about going overboard there are terms of service so you cant expect everything to go your way
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Post by NMcKay on Aug 24, 2005 16:22:00 GMT -8
Yeah, but we get these people every so often.... *Sigh*
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Post by kylefossett on Aug 24, 2005 19:44:07 GMT -8
i don't think it was to professional on your part to post his name and address on here. maybe just that he is from sidney but that should have been it
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Post by Quinsam on Aug 24, 2005 20:37:14 GMT -8
I was pretty satisfied by my trip to Vancouver on your boat, it was very relaxing and very pleasant, one of the crew members came to check me over every now and then, I forget his name, but he was a nice man, I know it began with a C, maybe his name was Chris, but he was very nice to me
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Post by Quinsam on Aug 24, 2005 20:59:14 GMT -8
Tom?
Tom works on your vessel Harbourlynx Teen?
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Post by NMcKay on Aug 24, 2005 21:03:28 GMT -8
different tom than you might think. There is a Chris. But well...its a girl..The guys that work on the boat are
Brad
Tom
Brian
Deiter
Kurt
there 3 others. but i think they are all B names too
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Post by Quinsam on Aug 24, 2005 21:15:55 GMT -8
BRAD, That is him!
Brad!
ok, he was the one who checked me over every now and then.
Harry and Brad.
Your water is very tasty Harbourlynx!
Drink to Harbourlynx!
Gulp, Gulp, Gulp, mmmm!
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Post by Political Incorrectness on Aug 24, 2005 21:39:10 GMT -8
what are you talking about
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Post by Quinsam on Aug 24, 2005 21:54:07 GMT -8
the person who made sure I was comfortable on the Lynx.
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Post by Low Light Mike on Aug 25, 2005 6:50:14 GMT -8
Hey HL-Teen:
Is the writer's comments about the person at the Vancouver terminal true? ie. is the vancouver terminal employee (who answer's the phone) really that horrible at customer service? Would she really refuse to give simple directions on the phone?
That seems to be what sparked the letter-writer's explosion....that bad service from the person on the phone.
So the simple question is: did the company really have someone in Vancouver that was that poor at customer service.....is is that incident a complete lie?
just curious....
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Post by NMcKay on Aug 25, 2005 8:04:58 GMT -8
Well we get people who want diretions, and in this persons case. he was right in front of our terminal and didn't even know it. i got a guy the other day that refused to take our service, because i wouldn;t direct him from his house in maple ridge to our terminal
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Post by Quinsam on Aug 25, 2005 8:13:01 GMT -8
I would, you need a good map-reader like me, I know Greater Vancouver like the back of my hand with a map, I am the navigator.
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Post by YZFNick on Aug 25, 2005 8:24:48 GMT -8
Do you really need to air your company's dirty laundry in a public place like this? If I saw this posted about my company in a public place by an employee of my company, I'd be furious. I'd consider it an act of insubordination and fire the person immediately.
I handle customer complaints for my company. I get some doozies and might share them with fellow staff, but I would NEVER tell anyone outside the company. It's unproffesional to do so and nothing good can happen from it.
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Post by Low Light Mike on Aug 25, 2005 9:43:04 GMT -8
Re the person that wanted to get directions from his house in MapleRidge to HarbourLynx terminal:
why wouldn't you take the time to do it? That's customer service.....deluxe. Customers have a choice in travel (sometimes), and customer needs to be treated royally.
just my opinion.
I agree with Nick about the confidentiality of the company complaint letter.
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Post by YZFNick on Aug 25, 2005 9:50:35 GMT -8
Yeah, I agree with Flugel Horn. Customer service is doing what it takes to get the customers to buy your product. It's not an inconvenience when a customer asks for your help on something, it's an opportunity to impress them and create a longtime customer.
For directions from Maple Ridge, I'd ask if they had ever taken the West Coast Express downtown, if yes I'd say 'well you've been to our terminal before.' Or see if they know where a major downtown landmark is, like BC Place or the Hotel Vancouver, then give short directions from there to the terminal if they know where the landmark is. No point in giving them directions to the Lougheed from their house, I'm sure they'd know that already.
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Post by NMcKay on Aug 25, 2005 13:55:04 GMT -8
Now think about this. Your the only person Working that day (like i was) and you have 3 other lines with customers wanting reservations and packages. Thats when you have to deal with the customer more effiecently. and well...i dont have the time (or the patience) to direct somebody from maple ridge to Vancouver. i gave him the number of Tourism Vancouver, and they delt with him
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Post by Political Incorrectness on Aug 25, 2005 13:58:17 GMT -8
talk about hard for you
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Post by NMcKay on Aug 25, 2005 18:03:50 GMT -8
lol, i deal with over 100 calls a day asking where the vancouver ticket office is.
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Post by Low Light Mike on Aug 25, 2005 19:13:21 GMT -8
Yeah, but each of those 100 calls per day is a potential customer.
Maybe automated phone system with prerecorded basic info might be helpful.
Sounds like harbourlynx corp is in trouble....if it hasn't got the resources to provide info to its potential customers.
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Doug
Voyager 
Lurking within...the car deck.
Posts: 2,213
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Post by Doug on Aug 25, 2005 19:26:46 GMT -8
So much for those employees who "love their job." Harbourlynx is supposed to "consume" BCF?  |
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Post by Political Incorrectness on Aug 25, 2005 21:45:44 GMT -8
well it is an alternative but didnt they want to expand to swartz bay?
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Post by NMcKay on Aug 25, 2005 21:59:28 GMT -8
I love my job, and i love talking to some of the people. we have people from europe and Austrailia etc that hear about our service. and hey, with every bushel of apples, your gonna find a couple rotten ones. and id never want BCF to go away, they provide an essential service for a cheap price.
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Post by Bill on Oct 24, 2005 15:28:53 GMT -8
I enjoyed the conversations of the HL on-board staff.
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