daily gripe

Comfort Cabs complaint investigation sucks!

i think that Comfort Cabs should take a long and hard look at preparing proper responses to customer complaints. this is of cos with reference to the complaint i made against cab driver 3220 last friday evening.

our dear frens at comfort took over a week to respond to me, only calling me this morning. if they had waited one more day, i would have penned a letter to the Forum pages but since they beat my internal timeline, i will have to be content with a blog-post.

the best part, of cos, are the results achieved.

the results outlined:
1. informed driver of complaint
2. educated driver on being polite
3. given warning to driver

for fark's sake, they needed 8 days to do this??!! and so i pressed on. 'what did you tell the driver?', 'does he realise the impact of the warning?', 'what type of training do both drivers and operators receive?'...and so on.

of course, all the Comfort customer rep would repeat, in a really bored voice, was 'yes they undego training', 'another complaint for a recalcitrant driver would mean a review of their service agreement' and the clicher 'the operators and drivers are asked to practice what they are trained to do'.

is it just me or to an irate (and yes i was really irate!) customer, just handing out simple one-liners like these just isn't enough. i made a specific complaint regarding the driver of one vehicle number 3220. i want to know why he did what he did, was there a basis for his frustration, why did he react in such a manner, what is the company going to do about it and importantly, what measures is Comfort Cabs going to take to reassure me that such behaviours are not tolerated and will not be repeated?

i spent my time calling and preparing a fair account of the complaint detailing my actions and what i expected from Comfort Cabs. if that time is not reciprocated with a proper investigation, what assurance do i have that the company is watching out for my interests as a paying customer?

perhaps this is really a case where i should make an effort to switch cab brands. comfort may have the largest fleet but it doesn't mean that customers should put up with such service standards.

Labels: Comfort, Comfort Cabs, customer service

posted by inspirethereal @ 1:19 PM