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Sometimes arrangements change and with it so do the things you have put in place to support them. So when a meeting was cancelled at short notice I needed to cancel and rearrange my train travel tickets. I was hesitant to contact GWR by phone because like so many companies tel calls are handled by Contact Centres and I have managed one in the past. So I was impressed with the way that I was handled, GWR's contact centre staff made me feel that as one of their customers it was their job to look after me. They acted professionally and dealt with all my needs. What struck me was that they quickly knew, understood and cared - when you get all three elements like that with service the customer has hit the jackpot. Many contact centres get berated and it can be a thankless task for those people that work in them. So it's only right that when you experience excellence like I have this evening, you take the time to say so and thank those for taking the time to look after you. Of course I also think more highly of GWR for giving me such service - so good customer service pays in greater loyalty and fewer complaints. Well done GWR!