A passenger has criticised budget airline Ryanair after staff made her empty her rucksack of medicine before putting it in the hold of the plane. Danni Rhodes claimed staff were "rude and unhelpful" after the experience, but a spokesman for the budget airline has stood by the decision, saying staff were right to send the oversized but empty bag into the hold. They added she should in fact have paid between €6 and €8 to carry the rucksack into the hold on the flight from Bristol Airport to Palma. It was carrying Danni's medication she needed during her flight but it was not allowed to go any further. Danni was travelling with sister Abbi Jenkinson on September 15. The pair checked in one bag as hold luggage and held on to a rucksack, which contained Danni's medications. "At check in this was discussed and I was told it would be fine as it was medication. At the gate it was a completely different story." "I was then told my back pack is too big for hand luggage and therefore … [Read more...] about Ryanair defends putting customer’s medicine rucksack in hold
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PUBLISHED: 16:26 01 August 2018 | UPDATED: 16:26 01 August 2018 Kath Sansom Fenland District Council maintaining its customer service excellence (CSE) accreditation. Council Chairman, Councillor Kay Mayor (right), presenting the award to Councillor Anne Hay. PHOTO: FDC Archant Fenland District Council has once again been awarded a customer service excellence standard. The authority has retained the gold standard award for customer service delivery, and was also awarded in seven areas for showing best practice.The national award recognises public, private-sector and voluntary bodies that provide excellent, customer-focused services.Councillor Kay Mayor, chairman, presented the CSE award to Councillor Anne Hay, the cabinet member responsible for financial and performance management.Cllr Hay said: “It is a well-deserved recognition of the hard work and commitment from council staff and members in putting the people we serve at the heart of everything we … [Read more...] about Customer service is praised at Fenland District Council
News / UK and world by Press Association July 3, 2018, 9:12 am FacebookTwitterLinkedInWhatsAppEmail Sign up to our Daily newsletter Firms must link executive pay to customer service under new rules set out by Britain’s water watchdog to repair trust and put consumer interests at the “heart” of corporate decision-making. It follows a wide-ranging consultation by Ofwat, which will force companies to “transparently” explain how performance-based pay for their executives will be tied to delivery for customers. They will also have to explain how their dividend payout policies – covering the period from 2020 to 2025 – take their service into account. That is on top of a requirement which will see businesses set out proposals on how they will share financial gains with their customers. Ofwat has warned it will consider intervening if company plans for benefit-sharing fall short of expectations. Ofwat chief executive … [Read more...] about Watchdog demands water firms link executive pay to customer service
Sorry may, according to Elton John at least, seem to be the hardest word – but it's one very regularly used by the Twitter 'help' account from South Western Railway (SWR). The rail firm took over the franchise from South West Trains in August 2017 and it's fair to say it's been a bumpy, interrupted and delayed journey since then. Rail watchdog Transport Focus summoned SWR and Network Rail to a meeting on January 9 this year to explain the operator's consistently poor performance. As well as a series of strikes in an ongoing dispute about train guards, SWR passengers have faced the highest fare increase since 2013 and complained of frequent delays. But what happens if you take a random selection of consecutive tweets from the company's @sw_help customer service account and then create a 'word cloud' from them. Well, this... A word cloud is defined as "an image composed of words used in a particular text or subject, in which the size of each word indicates its frequency or … [Read more...] about We don’t envy train companies’ customer service people on Twitter
A close friend is in the market to buy a property and is frustrated at the lack of follow-up to phone calls. On the other hand, in the last few years I have personally worked with estate agents and have met some very professional operators. But excellence in customer service is very inconsistent across the board. It really bothered me during the Celtic Tiger years to see so many businesses develop a level of arrogance and complacency to customer service. Are we in danger of returning to this as our economy returns to growth? Saint-Gobain The construction industry had a calamitous recession. Today, however, despite the shortage of housing, it's encouraging to see some strong numbers coming through. Construction output for 2018 is forecast to grow by 12.7pc and in 2019 by 7.9pc. This is good news for all companies in the construction industry. Among them is the Saint-Gobain Group, a Fortune 500 multinational with global revenues of €40bn. It designs, manufactures and … [Read more...] about Are we in danger of returning to a level of arrogance and complacency to customer service?