CrusinTim
Contributor Level: Cruise Director

Giving Credit Where Credit Is Due Onboard And Post-Cruise......

I have done this twice and was wondering if anyone has as well. Have you ever taken the time to visit Customer Service onboard just to thank them for what they do. If you have ever worked in customer service at any level, you will agree that the customer is NOT always right! These crew members take a mistake they have not caused and try to make it right. From missing OBC's, cabins not cleaned to your liking, wrong dining time assignment or extra amenities purchased online prior to sailing that are missing from your folio. None of these issues are the customer service departments  fault yet they do all they can to correct the issue. Many have posted that customer service crew were rude and uncaring when approached with issues. Makes me wonder how those passengers approached the service desk to begin with. Rule of thumb, "Speak as you wish to be spoken to". They are there to help, not make the situation worse. One of the times I went to the service desk to thank the crew there, they were nice enough to send us a tray of chocolate covered strawberries and a bottle of champagne just as a show of gratitude for recognizing their service. Remember, they are people just like you that may be having a bad day, missing home and their families or the guest in line before you may have given them a bad time. 

The second thing I do and still do after every cruise is write a letter to the customer service department at the cruise lines corporate office with a review of the cruise and identified the strong and weak points of the cruise. I never use the "Contact Us" link on the cruise lines website as I feel a written letter is more direct and personal. Although it may take up to 90 days in some cases to receive a written response, they reply thanking me for helping them identify and correct any negative issues and to enhance the positive. Many people gripe about cruises in reviews but I can't help but wonder how many have taken the time to contact the cruise line not only with the negatives, but the positives as well. A consistently poor experience on a ship by various guests can NOT be corrected if not addressed to the cruise line ! There is much competition in the cruise industry and believe it when I say that a cruise line wants you back. Bon Voyage.....

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11 Answers

ToddTheCruiser
Contributor Level: Staff Captain

On my last cruise I me a very nice customer service rep.  At times she seemed stressed.  So, I waited my turn in line and when I got to her she corrected my issue and then we ended hanging out together in Turks and Caicos for awhile.  She was happy I spent some time with her.

BAK1061
Contributor Level: Captain

You don't have to wait til you get home to review your cruise.  If you ask at the desk, they should have review cards that you can fill out and deposit right there.  You might even receive a bottle of wine for your efforts Wink

CrusinTim
Contributor Level: Cruise Director

Funny you brought this up because it reminded me of our sailing in 2013 doing a T/A on the Caribbean Princess. We had met this wonderful waitress that worked in the Casino onboard. She was so down to earth and always made it a point to come over and say hi to us when she saw us anywhere on the ship. When we got to the Azores, she saw us at one of the bars on the pier and hung out with us for about an hour. It was so interesting to hear of her home and experiences on the ship.

 

ToddTheCruiser
Contributor Level: Staff Captain

I was concerned for her at first because of the rules for crew and a passenger. She explained that she not crew but ships staff so she can be with whom she wishes. Same as the officers. Deck hands, stewards, bar staff ecr are crew and cannot hang with passengers on the ship. I found that interesting.

BDRebel
Contributor Level: Captain

I always try to give a full report to the line.

I usually do it by the email they send -- if I don't get an email I will do it by the website.

They wouldn't be able to read my handwriting if I did it that way.

WeCruiseToo
Moderator
Contributor Level: Captain

Sure thing Tim, we all believe you liked her because she was “so down to earth”…Big Smile  What other reason could there be?Love

BAK1061
Contributor Level: Captain

I notice she's wearing a parka, and you only have on a t shirt.  So we know the answer to the question,  Is it hot in here, or is it you ?

CrusinTim
Contributor Level: Cruise Director

She WAS wearing a light parka!! Didn't notice Big Smile

 

ashleebrown
Contributor Level: Captain

I always try to be overly thankful. I currently work in customer service (for a construction company) and some days it is difficult to do my job because of how nasty people can be. Every time we talk to our PVP we always give credit as well as on board. We wrote quite a lengthy letter after our wedding cruise about how amazing everyone was and we were glad to do it!

cruznjan
Contributor Level: Staff Captain

Good idea, CruisinTim.

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