Yet another great example of customer service

IT-Girl! · 23-07-2007, 15:25

Finally received a response from Irish rail.

Fairly disappointing reply I thought!

Mark Gleeson · 23-07-2007, 15:26

Well within the 4 week deadline

Thomas J Stamp · 23-07-2007, 15:29

Ah, yes. Exceptional circumstances. Amazing co-incidence.

2Funki4Wheelz · 23-07-2007, 15:30

They say the office was closed for a long period 'due to exceptional circumstances'. And what might they be exactly?

I agree, it's not a great letter, very cut and paste looking.

Mark Gleeson · 23-07-2007, 16:10

Well it reads as a classic arse cover letter, passenger has got us in a corner hide hide hide. By now the two Liam's could/should know better

Note of course the lack of a plug for investment which is the classic copy and paste paragraph. Of course IE aren't investing a single euro in customer service training, well they might be but it sure isn't being experienced on the ground.

Thomas J Stamp · 23-07-2007, 16:29

Quote:

Originally Posted by Mark Gleeson

Note of course the lack of a plug for investment which is the classic copy and paste paragraph.

To be fair to IT-Girl, that may have formed the next three pages of the reply........

IT-Girl! · 24-07-2007, 11:50

Quote:

Originally Posted by Thomas J Stamp

To be fair to IT-Girl, that may have formed the next three pages of the reply........

There was a second page (of very high quality paper I might add!! They must have a lot of money left over from the overpriced tickets) with nothing else except a signature of Melissa Quirke.

A few of the points I brought up in my letter to them were not addressed, overall I find it a very poor response!

Or maybe I should just be grateful I got any sort of acknowledgement at all.

I attach my original complaint.

Colm Donoghue · 25-07-2007, 19:27

IT Girl, Would the points IE didn't answer be the ones they couldn't answer cos they were caught rotten. I got a high quality paper reply to my complaint that avoided all the points that nailed them...

Probably the same school of PR as our fine elected representatives use...

Mark Gleeson · 25-07-2007, 19:47

It is an excellent letter of complaint

The problems are directly related to publicly stated Irish Rail customer service commitments, it leaves Irish Rail with no avenue of escape. The details given are specific enough to clearly identify the member of staff involved. If only more complaints where like that we really could start to twist the minds of IE staff

You should have got an acknowledgment within 5 working days and a response within 15 working days in 90% of cases. You didn't and to be honest everyone seems to be in that 10%

Quote:

Originally Posted by Internal IE document deemed commercially sensitive

Most problems are satisfactorily solved at local or station level. However, Iarnrod Eireann undertakes that, if customers prefer or are still not satisfied, their attention will be drawn to the provisions of the Customer Charter

Now I've done some sniffing around and discovered that IE have a customer relationship management system called MySAP....... need I say more

23-07-2007, 15:29	#3
Thomas J Stamp Chairman/Publicity Join Date: Dec 2005 Location: The Home of Hurling Posts: 2,708	Ah, yes. Exceptional circumstances. Amazing co-incidence. __________________ We are the passengers

23-07-2007, 15:30	#4
2Funki4Wheelz Member Join Date: Oct 2006 Location: Portarlington Posts: 397	They say the office was closed for a long period 'due to exceptional circumstances'. And what might they be exactly? I agree, it's not a great letter, very cut and paste looking. __________________ Customer Service costs nothing...

23-07-2007, 16:10	#5
Mark Gleeson Technical Officer Join Date: Dec 2005 Location: Coach C, Seat 33 Posts: 12,669	Well it reads as a classic arse cover letter, passenger has got us in a corner hide hide hide. By now the two Liam's could/should know better Note of course the lack of a plug for investment which is the classic copy and paste paragraph. Of course IE aren't investing a single euro in customer service training, well they might be but it sure isn't being experienced on the ground. Last edited by Mark Gleeson : 24-07-2007 at 10:04.

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23-07-2007, 15:26	#2
Mark Gleeson Technical Officer Join Date: Dec 2005 Location: Coach C, Seat 33 Posts: 12,669	Well within the 4 week deadline

25-07-2007, 19:27	#8
Colm Donoghue Really Regular Poster Join Date: Dec 2005 Posts: 873	IT Girl, Would the points IE didn't answer be the ones they couldn't answer cos they were caught rotten. I got a high quality paper reply to my complaint that avoided all the points that nailed them... Probably the same school of PR as our fine elected representatives use...