It’s not terribly British to complain is it? We’d rather mutter under our breath and tut loudly rather than suffer the embarrassment of expressing our displeasure. But we should only be prepared to part with our hard-earned cash if we get treated properly, and if we don't, should spend our money elsewhere.
Your complaint: You’d like to know which branch the customer service advisers from our TV advert work at.’
Making things better they were not.
I should have known. This was the same bank that misplaced my £1000 cheque, insisted that I had ‘dropped it in the street’ rather than paid it into my account, and when they finally located it in someone else’s bank account, asked me to nominate the customer service advisor that had handled my case for an award.
Whilst they may not have great customer service, at least they have a sense of humour.
In the era of cheap-deals, low cost and disposable goods, is it any wonder we’re not getting the service we expect?
Even John Lewis, the beacon of high-street quality and unfaltering customer service, who for 85 years has proudly promised to ‘refund the difference,’ has had a subtle policy change that now means many customers who ask for the price match promise will be turned away.
Even in the face of this damning evidence, we will not be disheartened, and will proudly and unapologetically venture forth, firmly believing in our rights as consumers and the power of the pen.
That is as long as our complaint isn’t with trainline.
Trainline have an online complaints system, not dissimilar to Facebook chat. This is no doubt so their ‘agents’ can complete other policy related tasks whilst anonymously fobbing you, the customer, off.
A friend, with a justified and reasonable complaint, signs in to said complaints system.
He is greeted by an ‘agent’, whose name is synonymous with understanding, consideration and utterly reasoned behaviour.
“Good afternoon”, it reads, “My name is Adolf, how may I help you?”
Computer, unsurprisingly, said no.