Topic filter : Customer Service

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....Ryanair has not yet returned a request for comment. The airline said on Wednesday that it hoped to have made new arrangements for more than 175,00 customers on other Ryanair flights and processed 63,000 refunds, taking on extra customer service staff to deal with the problem. ... [Read full article on Guardian ]
Wednesday 20th of September 2017 03:44:42 PM
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....“But as an industry we want to keep getting better, and make sure the downward trend in complaints and the increase in customer satisfaction continues. That’s why companies are investing billion of pounds over the next few years and increasing their focus on customer service. ... [Read full article on Guardian ]
Wednesday 20th of September 2017 06:58:15 AM
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....“I received a text message from Ryanair on Friday 15 September about Monday’s flight,” she said. “I phoned them twice and received poor customer service. ... [Read full article on Guardian ]
Tuesday 19th of September 2017 01:25:39 PM
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Latest Finance News related to Customer Service

B&Q owner Kingfisher won't let its European DIY firms do their own thing | Nils Pratley image
.... Gentler winds in the steel industry would blow those problems away – but nobody is predicting that. It’s one thing for Ryanair to say it has taken on extra customer service staff to manage the knock-on effects of cancelling 2,100 flights over the next six weeks. ...
Further Ryanair cancellations likely as pilots reject cash to work on days off image
Source : Guardian [Read Article] Wednesday 20th of September 2017 03:44:42 PM
....Ryanair has not yet returned a request for comment. The airline said on Wednesday that it hoped to have made new arrangements for more than 175,00 customers on other Ryanair flights and processed 63,000 refunds, taking on extra customer service staff to deal with the problem. ...
Water company complaints top 2m as progress 'stalls' image
Source : Guardian [Read Article] Wednesday 20th of September 2017 06:58:15 AM
....“But as an industry we want to keep getting better, and make sure the downward trend in complaints and the increase in customer satisfaction continues. That’s why companies are investing billion of pounds over the next few years and increasing their focus on customer service. ...
John Lewis helped itself to my money and I just can’t get it back image
Source : Guardian [Read Article] Wednesday 20th of September 2017 06:00:39 AM
....37 had been debited by the company as an “adjustment” to my account. I queried this and was advised that someone from customer service would get back to me. ...
Ryanair offers pilots £12,000 bonus to tackle cancelled flights fiasco image
Source : Guardian [Read Article] Tuesday 19th of September 2017 01:25:39 PM
....“I received a text message from Ryanair on Friday 15 September about Monday’s flight,” she said. “I phoned them twice and received poor customer service. ...
Not such an Easylife when my digital hearing aid fails to charge image
Source : Guardian [Read Article] Monday 18th of September 2017 06:00:02 AM
.... It arrived promptly and worked well on day one, but it would not recharge as instructed. We emailed customer services and were offered a free pickup with a subsequent replacement. ...
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Ryanair cancels 40 to 50 flights a day for staff to go on holiday image
Source : Guardian [Read Article] Saturday 16th of September 2017 01:26:44 AM
....@Ryanair I am beyond annoyed!! Cancelled my flight for Thursday. No one available on your online chat or customer service!! Sort it out!!!!. ...
Should first-class train travel be abolished? image
Source : Guardian [Read Article] Monday 11th of September 2017 08:00:00 AM
.... There were basically three classes, and third was usually open air, which some people who could afford second or first favoured in pleasant weather, like drivers of open-topped sports cars. In 1872, the canny Midland Railway – always looking for a customer service angle, since it had come late to the Anglo-Scottish market – abolished second, offering a more luxurious, but still cheap, third. ...
Is this a new record for GWR’s no pay for a delay? image
Source : Guardian [Read Article] Monday 11th of September 2017 06:00:00 AM
....GWR said: “We are sorry this has taken longer to resolve than we would want. We moved our customer service team back to the UK and a number of responses took much longer to deal with than they should have. ...
Southern rail owner says service has improved despite ongoing strikes image
Source : Guardian [Read Article] Thursday 7th of September 2017 09:18:04 AM
. Go-Ahead claims customer service has improved at its troubled Southern rail franchise, but the transport group admits there is still more work to be done. ...
I tried to phone Amazon but the premium rate left me feeling robbed image
Source : Guardian [Read Article] Thursday 7th of September 2017 05:59:52 AM
.... LK, Weymouth, Dorset. Dozens of Amazon customers have reported receiving expensive bills after dialling this premium rate number, which is not operated by Amazon but has appeared on internet searches for a customer service contact. ...
The debt trap: how the student loan industry betrays young Americans image
Source : Guardian [Read Article] Wednesday 6th of September 2017 10:00:28 AM
.... And these mounting complaints repeatedly allege that the company has failed to live up to the terms of its federal contracts, and that it illegally harasses consumers. Navient says most of the ire stems from structural issues surrounding college finance – like the terms of the loans, which the federal government and private banks are responsible for – not about Navient customer service. ...
Husband and wife bank £400m from sale of Matchesfashion.com image
Source : Guardian [Read Article] Friday 1st of September 2017 06:44:40 PM
....“Matchesfashion. com, with its distinctive assortment, unique voice, and unparalleled customer service, is ideally placed to attract and encourage this growth in the online luxury market. ...
John Lewis rolls out scheme to take the hassle out of finding a tradesperson image
.... Middle England’s favourite retailer has signed up an army of plumbers, electricians, decorators and gardeners to offer a new home maintenance service launching next month. The retailer, which has built up one of the most trusted brands in the UK partly thanks to its highly rated customer service and “never knowingly undersold” pledge, is now aiming to make employing a tradesperson a lot less hit and miss. ...
Luton rated Britain's worst airport for fifth year in a row image
Source : Guardian [Read Article] Wednesday 30th of August 2017 11:01:14 PM
....”. However, the hub said the Which? findings did not match its ongoing customer service survey, which had responses from 1. ...
RBS reported me to three credit reference agencies for one missed payment image
Source : Guardian [Read Article] Wednesday 30th of August 2017 06:00:22 AM
.... The first I knew about it was when I got a letter stating I had been charged £12. RBS customer services were very accommodating and removed the charge since I had always paid in full and on time. ...
Hasta la vista, PPI! Schwarzenegger fronts FCA's £42m campaign image
Source : Guardian [Read Article] Tuesday 29th of August 2017 04:25:34 PM
....Agency fees, for M&C Saatchi and the media planning and buying agency Manning Gottlieb OMD, totalled £3m. A further £3m was spent on partnerships, PR and social media customer service, and £1m on legal fees, staff costs and contingency. ...
Damage limitation as I try to find out why Uber sent me £110 car ‘cleaning bill’ image
.... What a smokescreen. Whatever happened to customer service?. ...
Need a well-paid student job you enjoy? Here are a few off-the-wall ideas image
Source : Guardian [Read Article] Saturday 26th of August 2017 05:59:28 AM
.... It was exciting and I was earning well, which made a big difference to my studies. Today, Scott Christie is a customer service manager for MVF, a customer generation business. ...
Samsung TV owners furious after software update leaves sets unusable image
Source : Guardian [Read Article] Thursday 24th of August 2017 11:45:30 AM
.... To my horror, it stopped working from day two. What’s even more frustrating is the customer service: all I get is ‘we are aware of the issue and will get back’. ...
The stress of low-paid work is making our country sick | Dawn Foster image
Source : Guardian [Read Article] Thursday 24th of August 2017 05:00:11 AM
.... For the last year, the 26-year-old has been having nightmares about her workplace, and has been signed off with depression on and off for the past four months. The Glasgow customer service call centre she works in has a high turnover of staff, who are often signed off with anxiety and depression, and the constant management warnings about being laid off if calls aren’t dealt with in strict timeframes are massively stressful for staff on zero-hours contracts with barely any employment rights. ...
Our holiday was derailed after InterRail tickets were a no-show image
Source : Guardian [Read Article] Wednesday 23rd of August 2017 06:00:06 AM
.... But the tickets didn’t arrive and we had to take our pre-booked flights to Barcelona without them. Unable to find an InterRail customer service helpline, we sent five messages across various online platforms and received no reply. ...
TalkTalk scam victims move closer to class-action lawsuit image
Source : Guardian [Read Article] Saturday 19th of August 2017 06:00:06 AM
....TalkTalk said: “We notified the ICO in 2014 of our suspicions that a small number of employees at one of our third-party suppliers were abusing their access to non-financial customer data. We informed our customers at the time and launched a thorough investigation, which has led to us to withdraw all customer service operations from India. ...
End of the checkout line: the looming crisis for American cashiers image
Source : Guardian [Read Article] Wednesday 16th of August 2017 09:00:35 AM
....”. Duran takes pride in the level of the customer service he provides shoppers, but he’s not convinced that his skills will be sought after in the stores of the future, so he’s exploring going to work in the hotel industry. ...
ENERGY customer delivered into safe hands after dire billing muddle  image
Source : Daily Express [Read Article] Monday 14th of August 2017 02:39:00 PM
....The confusion surrounding Dorothy Swaine’s contract with British Gas was also compounded by a mix-up over her address. “I keep getting calls from customer services and tell them I will pay what I owe if they send me a bill. ...
EasyJet 'sent passenger on futile tour of Morocco to recover bag' image
Source : Guardian [Read Article] Saturday 12th of August 2017 06:00:37 AM
. EasyJet has not only been attacked for overbooking this week – another passenger has described “the worst customer service I have ever experienced” after the airline failed to put her suitcase on a flight to Essaouira, Morocco, and then sent her on an expensive, yet futile, tour of the country to try to recover it. ...
TalkTalk fined £100,000 for not protecting customers' personal data image
Source : Guardian [Read Article] Thursday 10th of August 2017 05:27:22 PM
....In a statement, a TalkTalk spokesman said: “We notified the ICO in 2014 of our suspicions that a small number of employees at one of our third-party suppliers were abusing their access to non-financial customer data. “We informed our customers at the time and launched a thorough investigation, which has led to us withdrawing all customer service operations from India. ...
Thousands of Asda workers face redundancy or reduced hours image
Source : Guardian [Read Article] Thursday 10th of August 2017 12:08:18 PM
.... Its deteriorating performance led to the replacement of chief executive Andy Clarke last summer with the Walmart executive Sean Clarke parachuted in to lead a turnaround. He has focused on dropping prices, boosting the quality of food ranges and improving customer service. ...
Amazon paid just £15m in tax on European revenues of £19.5bn image
Source : Guardian [Read Article] Thursday 10th of August 2017 08:15:53 AM
Asda posts worst annual figures since Walmart takeover image
Source : Guardian [Read Article] Wednesday 2nd of August 2017 01:21:34 PM
.... He took the helm last summer. He has focused on dropping prices, boosting the quality of food ranges and improving customer service. ...
First Choice compensation for holiday horror was the last thing on its mind image
.... The trouble is it didn’t arrive and no attempts seem to have been made to reissue it. Thomson skirts over this aspect of its customer service and hastens to send the money, along with an extra £50 goodwill gesture, when it discovers free publicity is pending. ...
Dyson does well – but beware those taking its name in vain image
Source : Guardian [Read Article] Tuesday 1st of August 2017 06:00:10 AM
.... This worked fine. All the time, customer service treated us seriously and patiently– and without any proof of purchase – and have essentially replaced the cleaner. ...
I offered to pay to reserve an aisle seat … but Thomson still says ‘no’ image
....It’s a shame you had to undergo stress and worry when you were happy to pay extra for allocated seats. We think Thomson needs to address this customer service shortfall as a matter of urgency. ...
Why has Flybe put its cheap student luggage deal on hold? image
Source : Guardian [Read Article] Sunday 30th of July 2017 06:00:12 AM
.... We can confirm that this is available on all Flybe routes, including those operated by our franchise partners. We have taken immediate steps to ensure that all customer service staff are fully aware of Flybe’s offers and products. ...
Airbnb agrees to close reviews loophole after intervention by UK regulator image
.... It means customers looking at the reviews of a property have no idea that previous renters thought the place was so bad they could not stay there. Only those who persist and go through Airbnb’s customer services department have been able to leave unhappy reviews after deciding to leave a property early, until now. ...
Virtual reality hit when I tried to cash in my bitcoins image
Source : Guardian [Read Article] Wednesday 26th of July 2017 06:00:33 AM
.... “We have also credited the account with £100 as a gesture of goodwill. We will be providing relevant feedback to staff who were involved as, on this occasion, we did not meet the high standards of customer service that we, and our customers, expect. ...
TNT parcels 'backed up to ceiling' in wake of massive cyberattack image
Source : Guardian [Read Article] Tuesday 25th of July 2017 05:34:00 AM
.... It admitted that it did not have insurance to cover the attack. “Customers are still experiencing widespread service and invoicing delays, and manual processes are being used to facilitate a significant portion of TNT operations and customer service functions,” FedEx said. ...
Leaseholds on new-build houses in England to be banned image
Source : Guardian [Read Article] Monday 24th of July 2017 11:01:37 PM
....Earlier this year, Taylor Wimpey agreed a £130m deal to help distressed leasehold buyers. At the time, it said that the contracts where ground rents double every 10 years were legal but “not consistent with our high standards of customer service and we are sorry for the unintended financial consequence and concern that they are causing”. ...
Moss Bros outfit delivery isn’t its strong suit image
Source : Guardian [Read Article] Saturday 22nd of July 2017 06:00:31 AM
....“The store’s idea of helping was to offer me smaller items of clothing they had in stock,” he says. “I had to call customer service myself and was assured a courier would deliver the items the next day. ...
Could you spot a fake Airbnb listing, plus what's so fishy about cans of tuna? image
....What can I do to spark EDF Energy into giving me my cash back?. GWR struggles to process refunds as customer service gets derailed. ...
British Gas to pay customers £1.1m over missed appointments image
Source : Guardian [Read Article] Thursday 20th of July 2017 07:26:32 AM
....In addition, the group has paid an extra £30 to each affected customer. Energy suppliers and their agents must meet minimum standards of customer service under Ofgem’s guaranteed standards, including when they visit customers on their premises. ...
Power struggle as British Gas bills huge amounts for wrong meter image
Source : Guardian [Read Article] Tuesday 18th of July 2017 06:00:12 AM
....Next, British Gas increased my direct debit payments from £31 a month to £227 and, because I was away, two of the new payments were taken from my account before I had time to call it. I was advised to cancel the direct debit and not pay anything until the problem was sorted, but after six months of assurances from customer services the bill was sent again. ...
How credit score agencies have the power to make or break lives image
Source : Guardian [Read Article] Monday 17th of July 2017 06:00:43 AM
....”. Equifax points out that its customer service line is open 12 hours a day “to help individuals understand the information in their report and, if necessary, help correct any errors simply and quickly”. ...
Poundland delays launch of Twin Peaks chocolate bar amid legal row image
Source : Guardian [Read Article] Sunday 16th of July 2017 02:09:27 PM
....The Twin Peaks bar was initially planned to launch at the beginning of this month, and then delayed until the middle of July. But fans asking this week where they could find the bar were told by Poundland customer services there was currently no launch date. ...
GWR struggles to process refunds as customer service gets derailed image
Source : Guardian [Read Article] Sunday 16th of July 2017 05:59:13 AM
....This coincided with Capita being awarded First Group’s contract to run its GWR, TransPennine Express and Hull Trains contact centre. This, along with a major incident in the South-West, created yet more pressure on the customer service team. ...
British Airways cabin crew strikers prepared for long haul image
Source : Guardian [Read Article] Saturday 15th of July 2017 03:00:09 PM
....Pay was the trigger for the dispute: basic salary starts at £12,100, although BA said an independent audit showed full-time crew earned at least £21,000 with add-ons. The union says £16,000-17,000 is a typical figure, and crew at the Westminster rally agree: one, now a customer service manager earning £27,000, says they had worked for five years before promotion “and every P60 says I’ve earned under £20k”. ...
How the wheels came off my complaint to Very image
Source : Guardian [Read Article] Tuesday 4th of July 2017 06:00:33 AM
....Back to Very and, after numerous calls, I was referred to its so-called “customer excellence” team. I submitted a complaint online and was asked to contact customer services. ...
Co-op energy chief predicts more small suppliers could go bust image
Source : Guardian [Read Article] Sunday 2nd of July 2017 11:25:25 AM
....The Co-op lost customers due to pricing over the winter, falling from 424,000 in 2016 to 410,000 now. The company also made a slight loss on £281m revenue last year, for the first time since it started up in 2010, as a result of investment in customer service to tackle earlier failings. ...
What’s your policy when it comes to having a perfect holiday? image
Source : Guardian [Read Article] Sunday 2nd of July 2017 06:00:21 AM
....”. Stung by the criticism, Ryanair’s new customer service director, Bill Hutchinson, took to Twitter this week to invite questions. ...
Getting divorced? Beware your RAC car insurance premium going up image
Source : Guardian [Read Article] Sunday 2nd of July 2017 06:00:20 AM
.... Clearly, there has been confusion. We are addressing the cause as a matter of urgency and will also pick this up in our customer service training. ...
BA debacle sees couple spend wedding night on an airport bench image
Source : Guardian [Read Article] Sunday 25th of June 2017 05:59:21 AM
.... “It has proved incredibly frustrating battling so many airlines, all adamant that we had accepted any costs and risks when we accepted the reroute,” says Natalie. “Each one was uncompromising, and their pitiless customer service ruined our honeymoon. ...
Frustrated homebuyers in a fight to the finish with Bovis image
Source : Guardian [Read Article] Saturday 24th of June 2017 06:00:00 AM
....At the Bovis annual meeting in May the chairman, Ian Tyler, apologised to homebuyers for “letting them down” and admitted the company had been cutting corners to reach ambitious targets. Quality and customer service had suffered in the past two years, he said. ...
Tesco staff 'shocked' as call centre closure puts 1,100 jobs at risk image
Source : Guardian [Read Article] Wednesday 21st of June 2017 02:05:28 PM
....Matt Davies, the UK chief executive of Tesco, said: “The retail sector is facing unprecedented challenges and we must ensure we run our business in a sustainable and cost-effective way, while meeting the changing needs of our customers. “To help us achieve this, we’ve taken the difficult decision to close our customer service operations in Cardiff. ...
Tesco says price rises are last resort as UK growth hits seven-year high image
.... “It’s not profitable and it adds complexity to the way we run the operation,” explained Lewis. Tesco reported its first unbroken run of underlying sales growth in the UK for seven years in April, thanks to a focus on lower prices and better customer service. ...
British Airways looks to Capita to run call centres after IT meltdown image
Source : Guardian [Read Article] Tuesday 13th of June 2017 12:04:02 PM
....But BA’s parent company, IAG, denied any link between outsourcing and the recent problems, and the airline group appears determined to cut costs further. The customer service centres were the focus of criticism as some passengers struggled to get information when hundreds of flights were cancelled. ...
Hard going with easyJet over compensation claim image
Source : Guardian [Read Article] Monday 12th of June 2017 06:00:18 AM
.... It says: “This is a legal case and we are very clear that once this process has started, all communication needs to go through a CEDR contact address. “Easyet customer service is not involved in the CEDR process. ...
‘A person who lies once is capable of lying again’ – our work expert responds image
....This was something I tried but found was not right for me, and I left without completing my probationary period. It stands out on my CV because all of my other work experience has been in office administration and customer service. ...
Boohoo co-founder sells £80m in shares as he reveals 'supersite' plan image
....Mahmud Kamani and Kane, joint chief executives, said the business had performed well across all brands and locations in the first quarter. “The combination of broadening product ranges, strong brand image, competitive prices and good customer service continues to drive sales momentum, while the inclusion of our new brands is proving the potential of our multi-brand strategy in delivering strong group revenue growth,” they said. ...
UK rents fall for first time since 2009, plus peer-to-peer lending left me in the red image
....3bn – now Spanish banks are finally paying out reports Stephen Burgen. ‘I’m irritated you even asked’: What’s the worst customer service you’ve had?. ...
BA meltdown: switching off and on again may have caused IT crisis image
Source : Guardian [Read Article] Monday 5th of June 2017 06:10:50 PM
.... But without question if we had not embarked on an efficiency improvement programme we wouldn’t be in business today,” he said. BA has faced a barrage of criticism over the last week over customer service and compensation. ...
I was briefly a police officer 10 years ago – should I take it off my CV? image
....This was something I tried but found not to be right for me, and I left without completing my probationary period. It stands out on my CV because all my other work experience has been in office administration and customer service jobs. ...
Sandbanks is priciest seaside town in UK, plus the worst mobile providers image
....Virgin’s £241 penalty because we have to move home. ‘I’m irritated you even asked’: What’s the worst customer service you’ve had?. ...
'I’m irritated you even asked': What's the worst customer service you've had? image
....co. uk for an award for rudest customer service. ...
Scottish Power in the dark about my mother’s electricity supply image
Source : Guardian [Read Article] Wednesday 31st of May 2017 06:00:16 AM
....ON told me that her electricity account had been closed. I discovered that Scottish Power was the most recent supplier so contacted customer services, to be told that an account at my mother’s address had been erroneously transferred to them and had since been closed. ...
British Airways should come clean about computer chaos image
Source : Guardian [Read Article] Tuesday 30th of May 2017 05:52:44 PM
.... Michael O’Leary yet again cut prices, cut costs and raised profits. In 2013 he changed Ryanair’s famously abrasive customer service culture. ...
British Airways: Chaos continues at Heathrow image
Source : BBC [Read Article] Sunday 28th of May 2017 12:20:08 AM
.... The company said there was no evidence the failure was the result of a cyber attack. The IT failure affected check-in and operational systems, including customer service phone lines. ...
EE and Vodafone are UK’s worst mobile providers, says Which? image
Source : Guardian [Read Article] Saturday 27th of May 2017 06:01:20 AM
....Despite its fast 4G service, Which? found that just 20% of EE customers would recommend the company’s services to a friend or family member. The company that was a subject of £12bn takeover by rival BT in 2016, scored poorly for both customer service and value for money. ...
UPS didn’t deliver an urgent parcel and is dragging its feet on my refund image
.... I have since been forced to take to Twitter to get any sort of response. It asked me to fill out a customer service form, which I did a week ago – still nothing. ...
EU roaming charges banned from June, plus the rogue buyers exploiting eBay image
....I’m innocent, so how can I park this fine back with Aldi?. KitchenAid well and truly mixes up its customer service. ...
KitchenAid well and truly mixes up its customer service image
Source : Guardian [Read Article] Tuesday 23rd of May 2017 06:00:45 AM
....You released the mixer on the basis it would be repaired at no cost, with the full understanding that this machine was no longer under warranty. Clearly, there has been some subcontracting of customer services, leading to crossed wires and misleading information being handed out. ...
Who needs a door handle on a freezer? It’s a ‘cosmetic’ item, says Zanussi image
.... It would be pretty hard to use the machine without a handle so we think most people would agree that it is essential rather than cosmetic. Zanussi is owned by Electrolux, and it told us that “based on the information received, we have reviewed the correspondence between the customer and our customer service representative, and can confirm that, unfortunately, incorrect information was provided. ...
Ebay accused of failing its sellers as fraudulent buyers manipulate the system image
.... The victim made 10 complaints about the abusive messages to eBay which responded by restricting the messages to three a day to each of her three accounts. After her fifth complaint she was advised by customer service to ignore the abuse, which included rape threats. ...
Ikea to create 1,300 UK jobs in three new stores image
Source : Guardian [Read Article] Wednesday 17th of May 2017 10:02:07 AM
.... It also has four small stores. Gillian Drakeford, Ikea’s UK boss, said the new jobs would include 100 at a new call centre near Sheffield as the company attempted to improve customer service both in stores and online. ...
Vodafone reports hefty loss after hit from Indian unit image
Source : BBC [Read Article] Tuesday 16th of May 2017 08:12:13 AM
....9 million remaining, although its broadband business grew to 216,000 households. But Mr Colao insisted that customer services had undergone major changes. ...
A mountain to climb to get Everest to resolve our window issue image
Source : Guardian [Read Article] Tuesday 16th of May 2017 06:00:07 AM
.... TR, Woodford Green. Look at the online reviews for Everest, and while most people who use the firm seem to be happy, a lack of post-installation customer service appears to be a reoccurring experience for some. ...

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