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Raj Wadhwani 🍁 - ContactCenterWorld.com Blog Page 13

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Best in Ireland

I want to thank the fantastic folks at Sportingbet in Dublin - you were fabulous hosts during my visit - thanks to Paul, Troy and Ally (who is right now ascending 5,985metres to the summit of Kilimanjaro on a charity expedition - way to go Ally!)

Keep up the great work in the center guys - you are truly world class - congrats.

Publish Date: February 4, 2011 1:29 PM


China - part 2

the last time I was in China i started a blog and didn't finish it. Had a great time at China Mobile and was a honory guest at their Spring Festival party - that meant I got to present awards to some of their award winners - wow so many of them! Also, but not convinced about this one - as a guest I had to do the rabbit dance (year of the rabbit) on stage with 1000 agents looking on - think my co-ordination was good but after a few (actually quiet a few toasts with execs on my table) may have missed a step or two :)

Jane, Tom, Mike - thanks for helping facilitate the whole trip and Jane you were a great tour guide - nice you did some things you had not done before from a tourist perspective. So sorry I did not eat all that was put before me but my upset tum took a few more days to settle and was nothing against the food :)

and to end my trip to China, I awoke to snow in the air - as if I don't get enough in Canada already! never mind - great trip and great people.

Publish Date: January 26, 2011 7:47 AM


Singapore visit 2

After 2 days in KL was time to head back to Singapore for a couple of days and had the chance to stay at the unique and very new Marina Bay Sands hotel. Was great to meet Catherine who runs the center for the hotel - we go back a few years and she helped me a lot - thanks. Had some time out with Teck from NTUC - won't go into details but we had a blast. Singapore is not a cheap place for most things but getting around by cab, public transport is and its so efficient - even taxis are clean and comfortable unlike other cities I have visited. Like Singapore a lot and had some good fun.

Publish Date: January 26, 2011 7:42 AM


Kuala Lumpur

Had the privilage of visiting the folks at Celcom and their partners VADS - whad a great trip. Was my first time to KL and Malaysia and loved it - stayed at the Sheraton and had the biggest suite ever!. Service was again amazing and love to be back in KL soon. Maybe a good location for our APAC event! Celcom was great and VADS who run the center are doing a fantastic job - was really impressed - well done guys. Thanks also to all the kind folks for showing me around and dinner etc :)

Publish Date: January 26, 2011 7:39 AM


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 7:36 AM


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 9:07 AM


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 18, 2011 7:57 PM


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 9:42 AM


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 9:35 AM


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 9:01 AM


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 8:56 AM


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 8, 2011 10:25 PM


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 4:14 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 4:09 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 6:23 PM

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