We shouldn’t be spending time this morning writing this blog post. That is, if customer service in the travel (and other) industry mattered. So, a question for you. Do you remember the last time a company gave you a massive runaround for a problem that: a) should have been easily fixed, and b) was not fixed due to the lack of caring or proper training of people at the company? Yea, I bet a few hands went up and heads nodded. To say the least, customer service still seems to fail way more often than it should.
This particular episode recently happened to a colleague of ours. It involved a simple request and we had the misfortune to learn about the entire sordid episode. Two major multinational corporations (you know them, trust us), who shall remain nameless, could not agree on who should fix this problem. One is a big player in travel, too. My colleague has spent the past couple of weeks trying to get it resolved. My colleague followed all the instructions to fix the problem. Yet, yesterday, it all came to a head. Being shuffled around to different reps on the phone, receiving contradictory instructions, and with one rep even questioning if the service being requested was actually necessary. One company did take action, but it was the wrong action that did not address the underlying problem. Ugh. Who knows if this situation will successfully resolve, but none of this customer service nightmare should have happened.
Seadog Travels has a very strong commitment to providing the best customer service to every person who interacts with our company. Whether they travel with us, utilize our services, or simply ask a question, we have an unwavering commitment to being as helpful as possible. Why? Because we actually care. (Wow, what a concept, eh?) Travel is a very personal experience and we want to help make your travels as fulfilling as possible. As easy as possible. As rewarding as possible. Going out into the great big world is not without its risks. Therefore, we do everything possible to prevent problems, fix problems that occur, and let you focus on living.
No, we aren’t perfect, but that’s not the point. The point is to engage with people, to work together with people, and to be pro-active — all the time — in helping people. So, from our beginnings to who-knows-how-big-we-will-grow, we’ll ensure excellence in customer service will be one of the pinnacles upon which we stand. It’s just the right thing to do.