Earth to Customer Service ... Come in Please

If you work for a cruise line, you would think you'd have access to the ship's layout and type of cabins available.  I received the usual "upsell" offer for a future cruise on Princess and called to inquire.  I have a balcony and the offer was for a suite for only $39 pp more ... sounds too good to be true right?  So this woman proceeds to tell me that my suite would be on Deck 4 which I know is the Medical Center.  I say that can't be right and she says no, I'm sorry it's on Deck 16 (which doesn't have any staterooms on it).  So I say, why don't you see if the Captain's Cabin is available and she says "May I put you on hold?"

I was laughing so hard I had to hang up the phone ...Will call back tomorrow to see if there is intelligent life on that planet...

21 Answers

I have spent close to 50 years catering to customers in one form or another. I have come to the conclusion that in this day and age of internet, instant messaging and all systems. the concept of customer service is gone. I ran into that just this weekend.

LOL hold out for the Captain's cabin, he should be steering the boat anyways!

I work in the health care sector. The concept of customer service varies so greatly that it would be laughable if it weren't so tragic. For what it is worth, my take on the current state of customer service....

Honestly, I do not believe many companies put in the appropriate employee time and training as to how to deliver customer service excellence. Even if a company educates its own employees, they have limited control over the employees of another company.... and many customer service call centers are outsourced to other companies.

People working in outsourced centers have no real connection or loyalty to the organization they are supporting. There is a very good chance that these phone reps are barely out of high school (or community college). They work for minimum wage (perhaps a bit more but not living wage). They lack the maturity to deal with adults, many of whom are unsatisfied or confused (hence the call to customer service to begin with).

Outsourcing companies say the experience will be transparent and seamless to customers but there is really no way they can guarantee that their employees will deliver on that promise. They manage by exception, meaning that if someone complains loud enough or knows the right person to call, the situation usually gets resolved to the customer's satisfaction. Otherwise they hope that people just get tired of the runaround and give up. Sad, but true.

It certainly does remove any customer loyalty issues from any equation.

Most companies today value the dollar more than the customer. If they can provide any level of customer service for cheaper, they will do it even if the cheaper customer service is worthless. The company staff do not seem to realize (or care?) if a higher cost customer service with intimate knowledge and company loyalty of the product will satisfy their customer to a higher level. They only look at the fact the customer has already paid, and therefore invest as little as possible to keep the customer. In short, the company shows me no loyalty, then why should I be loyal to the company? (5 cruises, 3 lines.)

So when I chat about the email I received offering the upgrade, here's the chat:

I tell him I got an email ... he informs me people are "randomly" selected to receive the email and then tells me I am not on the "list" to receive an upgrade email and then concludes by offering to resend the email confirmation . Huh ??????????????????

No kidding, I've been on 6 Princess Cruises since Dec 2015 and I have 7 Princess Cruises scheduled before year end 2016 ... you would think that kind of loyalty would rate a resource number or assigned rep but not so ..

If you were my customer, and were loyal to my company, then I would do whatever was in my purvue to see that you got the upgrades, or at least an acknowledgment of your loyalty.

7 before this years end?!?!?!!? HOW can you do that?????????


Sept Vancouver to LA 3 days, then LA to Ensenada 5 days

Oct Mexican Riviera 7 days

Nov Southern Medley 10 Days, Eastern Medley 10 days, South Medley 4 days

Dec Cabo 5 days


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