Arrival times & Phone AAPs
Comments
-
common sense would have said - ooo look theres a line of vans, why not see why they are here at this time - OR send one person to start booking in? thats silly
So you arrived on a day that all warden.staff were on duty,and you were allowed on ,the next time you arrive only two were on duty having their break after loo cleaning,there would then be a post on here say it is inconsistant as "we were allowed on last time we arrived early without checking site info" because i only realy on "technology?"
0 -
common sense would have said - ooo look theres a line of vans, why not see why they are here at this time - OR send one person to start booking in? thats silly
So you arrived on a day that all warden.staff were on duty,and you were allowed on ,the next time you arrive only two were on duty having their break after loo cleaning,there would then be a post on here say it is inconsistant as "we were allowed on last
time we arrived early without checking site info" because i only realy on "technology?"Write your comments here...I get paid to rely on technology, it wouldnt have hurt to send one person down to see why people were there or atleast explain the situation?? And being a bit more polite to paying customers, theres no need to be abrupt. Customer
services training would be beneficial0 -
common sense would have said - ooo look theres a line of vans, why not see why they are here at this time - OR send one person to start booking in? thats silly
So you arrived on a day that all warden.staff were on duty,and you were allowed on ,the next time you arrive only two were on duty having their break after loo cleaning,there would then be a post on here say it is inconsistant as "we were allowed on last
time we arrived early without checking site info" because i only realy on "technology?"Write your comments here...I get paid to rely on technology, it wouldnt have hurt to send one person down to see why people were there or atleast explain the situation?? And being a bit more polite to paying customers, theres no need to be abrupt. Customer
services training would be beneficial...I wonder ? as the reviews do not hilight your experiance with the staff
0 -
I too use technology when booking any sort of holiday be it site or hotel. If the easily updated technology isn't accurate and we're expected to refer to a handbook and telephone then it's not making the club attractive in comparison to other providers.
I know many people on CT prefer the old ways but if the club is going to have an online system it should be accurate and contain the same information as the paper system. It's easier and quicker to update.
The genie is out of the bottle with technology. The aim should be to provide the best customer focused system possible
0 -
and what about addressing the staff not attending when they saw the vans lined up?
..See my earlier post
Write your comments here...BUT there were four people on duty??? If I wouldnt change routine and leave jobs to address problems I would be in front of HR on a regular basis - Its basic customer skills
0 -
Tecnology is only as stated ,as good as the information imputed,but as we all know when useing the tinternet, the ammount of sites including large companies arround the world, that get it woefully wrong,
The handbook is out of date the minute it's printed and the map isn't accurate to start with. Three CLs near me are shown at least an hour's drive away from the actual location.
Far too much cross checking is required with the CC however they choose to provide the information. The number of sites and CLs is not so enormous that accuracy is impossible
0 -
A very basic rule of using data is that each item of data (information) must exist once and once only on all systems. This isn't university level stuff, and may even be taught in Primary schools now.
As at least one person from "Staff" is reading this thread I'll outline what should be happening in the hope the others will listen to her. Each piece of information is on the database(s) once only and is updated there as soon as a change occurs. The handbook is automatically produced from the database - no re-entering allowed! If something is found to be different - update the database!
As well as handbook, the "app", the website, the booking system, the e-mails, whatever - all get the information from the database, and from no-where else. For the website, email and the "app", if the database entry has been changed for that piece of information in the past six months it is HIGHLIGHTED in some way.
I know this requires a large, fast and reliable database which is not what the Caravan Club has invested in so far. But please, for the sake of the members (general public) get rid of the card index cabinets.
In Britain we have mapping by the Ordnance Survey which is the envy of the rest of the world, so use Grid References (or latitude and longitude) for the entrance reference to all sites and CLs. Postcodes were never designed to locate premises - they are intended for the direction of mail, so leave them out of navigation as they just don't work for that in rural areas.
0 -
It really would be a bonus if the CC could embrace the 21st century and have in place appropriate software, booking systems, and ensure that this is regularly updated to keep its core business users happy. But like many companies it is looking towards new
markets, new products without fulfilling its basic remit and getting that right most of the time. The time spans on doing anything involving emails, responses, website updates, correcting automated messages are appalling in this day and age. The only thing
that seems ultra quick is the automated email reprimanding one for cancelling a booking inside the 72 hour period. You seldom finish the phone to the site cancelling before this little gem is winging its way towards your in box!0 -
and what about addressing the staff not attending when they saw the vans lined up?
..See my earlier post
Write your comments here...BUT there were four people on duty??? If I wouldnt change routine and leave jobs to address problems I would be in front of HR on a regular basis - Its basic customer skills
A point I would also make is, this must occur on a daily basis, so is no surprise to the wardens. It happened to us at the beginning of June when we and four others arrived at 12:30 and totally blocked the entrance, so were let in after being told we should
not have arrived that early. However, we should not forget that the wardens are as much the victims in this debacle, as we are.0 -
The problem lies with the club. If the handbook states in bold letters 12.00 why on earth should members be expected to look at other information in standard print just in case the 12.00 figure is wrong. It would be simplicity itself to have the correct
arrival time in bold. Let us pray someone has corrected this for the new book.0 -
The top of the email confirmation says 12:00-14:00 - at the bottom of the email it says 13:00??????????? the all says 12:00-14:00 - someone needs to address this conflicting information
You need to understand what the information on the booking confirmation means.
As Helen said, the " 12.00-14,00" arrival time refers to the slot you selected on making the booking, thus confirming your choices and the information on your outfit etc.
Further down it states earliest arrival is 13.00, so this takes precedence.
Steve's earlier problem was that his confirmation e mail stated arrival time at Berwick was 12.00. this has now apparently been fixed on the system.
In the handbook it still of course states 12.00, so if you do not read the e mail now, you will arrive too early.
The lack of explanation on arrival at the site does not of course help matters.
0 -
The arrival time slots you can choose are not binding it's only to help the warders know roughly how many arrivals they will have in any 2 hour slot. The 1pm arrival was clearly stated so we should really read the email but tbh I never do as we never arrive
at 12 anyway. The handbook gers thrown away on arrival !0 -
It is incumbent on the CC to ensure that information is both accurate and consistent. Neither members or wardens should be inconvenienced in this manner.
0 -
The top of the email confirmation says 12:00-14:00 - at the bottom of the email it says 13:00??????????? the all says 12:00-14:00 - someone needs to address this conflicting information
You need to understand what the information on the booking confirmation means.
As Helen said, the " 12.00-14,00" arrival time refers to the slot you selected on making the booking, thus confirming your choices and the information on your outfit etc.
Further down it states earliest arrival is 13.00, so this takes precedence.
Steve's earlier problem was that his confirmation e mail stated arrival time at Berwick was 12.00. this has now apparently been fixed on the system.
In the handbook it still of course states 12.00, so if you do not read the e mail now, you will arrive too early.
The lack of explanation on arrival at the site does not of course help matters.
Write your comments here... the booking in time on the app - which is what i used, not the hand book or the email stated 12:00-14:00, I would realy appreciate less attitude when its due to their booking system not my error
0 -
JS10, some of your posts have plenty of attitude. At one point I wondered why you were on here being less than gentle with other posters as the errors and anomalies ain't our fault.
0 -
JS10 When you have been with the cc (possibly) some time, you will find that like all quite large organisations there are anomallies, but as you have probably noted with posts on here we understand,and like all with an understanding of the odd "fault"we
do not get stressed and accept it can happen,even with the most "techno" info there is normaly a paper version available that can be refered to,in this case it is the Biannual handbook, up dated annually(prices) and via the club magazine( monthly )Any site/cl
up dates,and life to short to get stressed about things0 -
It is incumbent on the CC to ensure that information is both accurate and consistent. Neither members or wardens should be inconvenienced in this manner.
..That goes for most things in a "perfect " world,unfortunatly we can only dream
0 -
It is incumbent on the CC to ensure that information is both accurate and consistent. Neither members or wardens should be inconvenienced in this manner.
..That goes for most things in a "perfect " world,unfortunatly we can only dream
Write your comments here...If list aint perfect - try not being full of attitude to customers, remember - its nice to be nice, people tend to treat you as you treat them
0
