Where did this secret Customer Relations myth begin and what sort of evidence is it based upon? Do I get better emergency service if I dial 912 instead of 911? Because that's about as logical as this never explained and never verified myth. Might as well say Rosebud or Abracadabra.Call 1-800-USA- RAIL, when "Julie" answers and does her canned Spiel, ask for "Agent". When connected with a real Person, ask them for Customer Relations, (not Customer Service) and then let them know about your expierences, the good, the bad and the ugly.
What myth? That Customer Relations even exists at Amtrak? Or that Customer Relations cares about your Amtrak experiences?Where did this secret Customer Relations myth begin and what sort of evidence is it based upon? Do I get better emergency service if I dial 912 instead of 911? Because that's about as logical as this never explained and never verified myth. Might as well say Rosebud or Abracadabra.Call 1-800-USA- RAIL, when "Julie" answers and does her canned Spiel, ask for "Agent". When connected with a real Person, ask them for Customer Relations, (not Customer Service) and then let them know about your expierences, the good, the bad and the ugly.
I assume DA is referring to the oft-repeated canard on this board that if you ask for "Customer Relations," you will be connected to the Customer Relations department, but if you ask for "Customer Service," a thousand years of terror will begin, or something like that.What myth? That Customer Relations even exists at Amtrak? Or that Customer Relations cares about your Amtrak experiences?
Your most welcome! I too have found these folks to bemost helpful when I call.Thank you for the info. I called and received a $250.00 voucher and hopefully some "attaboys" for our great SA, Ramon Vergara.
Oh. Its been a while, but back when didn't know better, "Customer Service" got you an agent; probably the one you initially talked with, saying "I can help you with this". "Customer Relations" allowed to skip the agent.I assume DA is referring to the oft-repeated canard on this board that if you ask for "Customer Relations," you will be connected to the Customer Relations department, but if you ask for "Customer Service," a thousand years of terror will begin, or something like that.What myth? That Customer Relations even exists at Amtrak? Or that Customer Relations cares about your Amtrak experiences?
This message board?What the best way to complain about a 5 hour and a 3 hour delay? Also, the best place to commend my exceptional SA. Thank you.
Or any call center job I've ever held, and I've had several.That's interesting, but not what happens at Amtrak.
When I've asked about this I was told that all complaints are handled using the same criteria and that there is no difference between asking for Customer Relations or Customer Service. Only on AU does anyone seem to claim differently. So far as I can tell nobody who repeats these claims has ever been able to provide actual examples of how asking for Customer Service substantially differed from asking for Customer Relations when reporting similar issues.Customer Relations is actually the name of a real department that deals with interactions --- both good and bad -- between the Company and its customers. If you ask for Customer Service, your call might be referred to Customer Relations --- or maybe not.
Source?That's interesting, but not what happens at Amtrak.
How is a customer expected to determine that an opaque and possibly outsourced call center thousands of miles away from them is reputable? If we're reaching an impasse with a call center we've somehow determined to be reputable how do we go about ensuring we'll be transferred to an actual superior with more flexibility than the agent to which we're currently connected? Do we look at the uniform, name tag, body language, and other visual cues which are impossible for us to see? Do we just trust whatever they tell us to believe?Or any call center job I've ever held, and I've had several. This may happen at telemarketing agencies, but it does not happen at any reputable company, Amtrak included.That's interesting, but not what happens at Amtrak.
The former Amtrak employee quoted above you that says so. I would trust that he's familiar with the inner workings of the company.Source?
All he's said so far was that the department existed and that you can ask for it. He has said nothing about success rates of reaching it from other departments, how to verify who you're actually connected with, how talking to Customer Relations differs from talking to any other customer service agent in real terms, or how much involvement he had with the current crop of call center folks. Does the Customer Relations department have the exact same hours and shifts as the primary call center? What happens if you call when Customer Relations is busy? I can give you a listing of every department in my company but it doesn't mean I know what happens when you try to transfer between one department I don't work for to another department I don't work for.The former Amtrak employee quoted above you that says so. I would trust that he's familiar with the inner workings of the company.Source?
I would think most of us could agree that Amtrak's customer service has a checkered past. I also think a substantial number of members believing you need a secret code to receive good service tells us a lot more about Amtrak's actual reputation than your silly retorts ever could.I would consider Amtrak to be reputable, based on their (wait for it...) reputation.
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