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Raj Wadhwani - ContactCenterWorld.com Blog Page 13

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Singapore visit 1

Had an overnight stay in Singapore - Conrad Hotel was amazing and so central. Got upgraded to a massive suite but had to leave early the next morning for Kuala Lumpur for some meetings.

Publish Date: January 26, 2011 12:36 PM


Qantas - I am not impressed!

I am still waiting for Qantas to get back to me about my last service issues from a couple of weeks ago and had even more service issues today when I checked in for my flight from Singapore to London. When I checked in at Singapore airport I was advised that my luggage was overweight - at that point i explained to the check in staff member at the business class desk there should be notes in the system as I encountered this a couple of weeks earlier in Sydney and the the Qantas agent at the time said she would make some notes so i would not be questioned as long as I was under the AA limit as this is what the trip was booked under. Well the agent in Sydney did not put any notes in and almost 30 minutes later I was still fighting my claim. There is no Qantas dedicated check in at Singapore, its outsourced and i had to fight tooth and nail to get my correct allowance - wasn't the staff here at Siungapore airport that annoyed me, was Qantas for not doing what they said they would. So far my experiences with Qantas on this trip have been miserable. Staff on the plane are great but rest of the organization is letting them down.

Now, by contrast, have to say Cathay Pacific and Singapore Airlines are great - think I will have to change my travel habits as Qantas service is second rate, JAL, Cathay Pacific and Singapore Aitrlines is second to none - they all get 10/10 for service, Qantas, you are losing customers like me because I only give you a 5/10 at best!

and by the way Qantas, I am still waiting for compensation from my Sydney to Jakarta leg!

Publish Date: January 23, 2011 2:07 PM


Visit to China

Had my first trip to mainland China and it was great. Will share with you more including doing the bunny dance on stage live at the China Mobile Spring Party with their top execs in front of 1000 CSR's ... will explain later :)

On my way to Kuala Lumpur - at the airport right now - off to meet the folks from Celcom for a couple of days.

Gotta dash - will post more shortly

Publish Date: January 19, 2011 12:57 AM


qantas customer service

been over a week and no response - not good service for a business traveller

will keep you updated

Publish Date: January 15, 2011 2:42 PM


Visit to Softbank Japan

Had a fantastic time at Softbank courtesy of GM Takayama-San. Was on a tight schedule but we managed to get some time to see Sumo live - was awesome and his first time too! The Conrad Hilton,  food etc was amazing and I was well taken care of by Softbank - thanks!

Overall big thanks to my hosts at Softbank - had fantastic business meetings and time in Tokyo.

Flight to/from Tokyo was fantastic care of Japan Airlines - excellent service and very punctual indeed.

Only downside of entire trip was i got a bit of what 'I call' the 'Sumo Revenge' - this is my code for all of those who know what i mean - (when I was in Thailand i referred to it as Muay Thai revenge haha) - must of had something bad on the day i arrived in Japan!

Anyway all good now and enjoying some time in Shanghai :) 

Publish Date: January 15, 2011 2:35 PM


Visit to BCA Jakarta

Wow - have to say the folks I met in Indonesia are amazing - I just spent 2 days with BCA and 168Solution and have to say you could not wish to work with nicer people. I was so well looked after - spoilt rotten actually! BCA are amazing people and I will share more in the coming months. Thanks also to Grace Heny of 168Solution for helping to organise the trip. Wonderful contact centers, wonderful people but have to write the roads are craazy busy! I could not believe the way folks drive there - makes london traffic look pathetic in comparison! Thanks again to all who looked after me the last 2 days - I will be back to Indonesia again soon :)

Publish Date: January 11, 2011 2:01 PM


Qantas - my experience this time

 

I wanted to share a little more about Qantas - the flight i mentioned below turned out to be a bit of a nightmare - i had planned to spend a few hours working on a presentation and when i boarded the plane i could not find any power outlets to plug in my laptop - turns out that the business seats on this plane had no external power. I complained but nothing the crew could do - very disappointing when an airline does this - my flight from LAX to Sydney was great but latest one very disappointing indeed.

by the way, despite sending customer services an email on 8th Jan still not had a reply - wonder what their service level is for complaints by email - will let you know!

Publish Date: January 11, 2011 1:56 PM


Qantas Customer Service

I am at Sydney airport waiting for my next flight which will take me to Jakarta. When I checked in I was advised that the flight had been changed and I was no longer in business class with skyseats - the fully reclining seats and as a gesture Qantas would offer me $400 travel credit. I explained a travel credit is no good for me as I never book Qantas direct from Canada however the agent did not know what to do apart from suggest customer service. I looked at the letter re the voucher and noticed the only way you can contact customer service is by an online form - now thats handy when you are travelling isnt it! why they can't just let you go to qantas customer services at the airport and sort this out - what if you dont have a pc with you? you have to wait till you can get to one!

So anyway i filled in the online form when in the lounge and noted that the Qantas customer service is only open monday-friday 9-5 and only by email or fax! - not very practical as the other 16 hours of the day they are closed and closed on weekends which are probably the busiest flying days!

By the way customer service contact details are really hidden away on the Qantas website - almost like they dont want to hear from customers - it should be front and center to help them communicate with us, after all without oyur business there is no airline!

I welcome comments from anyone at Qantas about this situation - email me at rajw@contactcenterworld.com so I can share updates with all members around the world!

Publish Date: January 9, 2011 3:25 AM


love sydney

what a great place - sydney is amazing - my 3rd time here and i really like it. Must say folks here are great people to work with - big thanks to the amazing folks at Commonwealth Bank and St George Bank - been to both award winning centers (sorry folks - know you spell it 'centre' here down under!)Looking forward to creating some great content as a result for members around the world to get a better view of what these 'best of the best' do day in day out.

... with this in mind, don't forget folks, time is running out to enter the 2011 Top Ranking Performers in the Contact Center World Awards (Best Practices) - find out more at https://www.contactcenterworld.com/worldawards

Publish Date: January 6, 2011 9:14 AM


World Trip Update 5th Jan continued

LAX - interesting airport indeed -had a challenge getting from one terminal to the next and when I got to the International Terminal not much there in the way of shops - very dissapointing indeed. Flight with Qantas was excellent as usual - upper deck was not full so had lots of space. Bumpy flight though. Cabin staff were great. Getting a cab at the airport took some time - was like a disney line - just kept on going on and on :( Eventually made it to the downtown hotel and despite telling them I was coming in early they did not have a room ready and made no effort to help - i had just traveled for 36 hours and not even an offer of coffee or chance to shower :( Moved out that hotel next day - didn't feel it was good enough for what I was paying. Checked in at the Hilton 7am this morning and the receptionist was not chatty at all - so into her role that she did not smile or show any emotion - very impersonal service - hope the rooms and service is better. Did get a chance to use their extensive gym though which was great - all ready to go for another full day with 2 site tours and dinner at Bondi beach courtesy of our friends at St. George Bank - thanks Antoine and Daniel.

Publish Date: January 6, 2011 9:09 AM


Wonorld Trip Update 5th Jan continued

LAX - interesting airport indeed -had a challenge getting from one terminal to the next and when I got to the International Terminal not much there in the way of shops - very dissapointing indeed. Flight with Qantas was excellent as usual - upper deck was not full so had lots of space. Bumpy flight though. Cabin staff were great. Getting a cab at the airport took some time - was like a disney line - just kept on going on and on :( Eventually made it to the downtown hotel and despite telling them I was coming in early they did not have a room ready and made no effort to help - i had just traveled for 36 hours and not even an offer of coffee or chance to shower :( Moved out that hotel next day - didn't feel it was good enough for what I was paying. Checked in at the Hilton 7am this morning and the receptionist was not chatty at all - so into her role that she did not smile or show any emotion - very impersonal service - hope the rooms and service is better. Did get a chance to use their extensive gym though which was great - all ready to go for another full day with 2 site tours and dinner at Bondi beach courtesy of our friends at St. George Bank - thanks Antoine and Daniel.

Publish Date: January 4, 2011 11:23 PM


World Trip Update 5th Jan

Its been a tiring few days - left Canada on 2nd Jan in the am and arrived in Sydney on 4th Jan in the am. Lots of flights - some ok, others not. I am dissapointed by the quality of AA planes used to take business people from Chicago to LAX - in First class there was no entertainment apart from a 70's style TV in the ceiling with a poor quality picture. No powere to use my laptop and really uncomfortable seats. Plus all AA flights were delayed.

more to follow ...

Publish Date: January 4, 2011 10:56 PM


Round The World Trip

I am planning a trip to visit many of the world's best contact centers in 2011. So far my intinerary is as follows:

4th Jan: Sydney - Australia

9th Jan: Jakarta - Indonesia

11th Jan: Tokyo - Japan

14th Jan: Shanghai - China

18th Jan: Singapore

20th Jan: Kuala Lumpar - Malaysia

23rd Jan: Dublin - Ireland

26th Jan: London - England

1st Feb: Istanbul - Turkey

5th Feb: London - England

then flying back to Canada on 9th Feb

- these tours are part of a new project - details to follow!

If you know someone I should meet with when I am travelling on the above trip please use the Network Center and send me a message - love to hear from you!

Publish Date: December 9, 2010 12:44 PM


Buyers be aware of special interest free offers!



Today I was doing some banking and checked a statement I had from Sears Canada. I noticed they had charged me interest on items I had purchased on so called 'interest free' plans. I called and spoke to an agent in their contact center only to find that because i purchased another item on my card and carried this item ($100) as a charge and did not pay it off, Sears charge me interest on everything I have with them interest free or not! So lesson is read the small print and don't trust what the offers of interest free! - these guys will find a way to charge you 29.9% interest on interest free items you purchase if you owe them just $0.01 on your account! I am very dissapointed by these practices and the agent said it was in the terms of the interest free program - talk about bad business practices!

Lesson learnt. I will be paying off my card in full and cancelling my account - this is really bad practice. My advice is don't shop at Sears Canada folks unless you pay by another method than their cards or better still, don't shop there at all!  - not the sort of company I want to deal with! 

 

Publish Date: December 3, 2010 9:39 PM


Canadian Customs Getting Better

For years I have travelled in and out of Canada and had to endure  lots of short questions and sometimes rude canadian border staff but have to say for the last few occassions they have been more courteous than ever before. For the first time ever I was welcomed home by an officer - wow - maybe they have been on training, it was great! Keep it going

Publish Date: November 9, 2010 7:23 PM

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