Customer service award
Comments
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Can recall a "member" adviseing our friends after a little "misunderstanding that "of course yours is not a proper job is it"
And as our friend replied "no before I retired I was on a proper salary with less hours, and a lot more respect for what I did"
But as he said when I asked why he did it the answer was "i enjoy the job and the majority members we meet"and also "what other job gives at my age the oportunity to see different parts of the country,with a "free pitch"
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David, just imagine yourself on a Club Site for an overnight stay on the way to catch a ferry overseas. You are all sorted for the off, looking forward to getting away, plenty of time to get to the ferry terminal, or so you think.......But no! You can't get off site, because a few individuals have decided that the Club's advice about not turning up early doesn't apply to them, and they are queuing, blocking the road, preventing others from getting out, never mind getting in! And in the course of conversation, you find that the people adding unnecessary stress to your day have done it before, in fact have had a polite if assertively worded letter around the issue. But you find on approaching them, that your concern isn't their concern, and no amount of polite suggestions will make them move. Well nigh impossible by now anyway, because others are now queuing and no one is going anywhere! Suddenly, it doesn't seem like a few members who can see no wrong in the Club, but you are in fact caught up in a rather selfish, me, me, me incident involving a tiny number of selfish people.
We weren't catching a ferry luckily when it happened to us, but we did have to wait a good while, and only got out then because I stood in front of one desperate van owner, to prevent him creeping ever forward, and it just gave us room to sneak out!
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Customer service award?
Well for Telephone staff at Head Office yes - but then they are young and many of them ladies. For site wardens the ones I remember were middle aged men without previous customer facing experience. I always used to wonder why the Club didn't employ younger staff to run sites - young people have inter personal skills which are so much better.
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I think you will find that site wardens are couples mostly male/female although there are now a few same sex ,and in some circumstances single persons.so ithink you have a very "unusual," take/idea of site staff,and as found in most industries ,if you want reliable and loyal staff the older generations are the most
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I believe middle age/older people are much better at inter personal skills, I don't see present wardens with head down, fingers going two to the dozen on some smartphone screen. I can just see one now on a grass cutter whilst texting with earphones in, completely unaware of whats going on around him/her.
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I meet absolutely charming young people front of house in hotels and restaurants, as stewardesses on the airlines I use, and as waiters on Brittany Ferries - I doubt if many of them have much career progression. But they are unfailingly charming.
This Club only seems to employ someone as a warden if they are already a Club member - and I meet some of them every day on this forum. Are they charming?
Bring on the youngsters.
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May not be charming but the few I have met have been sincere, how many 'charming' and sincere ones have you met at the front? I much prefer a person who means what they say/do as opposed to someone who puts on a 'smilie' face but would spit in your sandwich.
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We have had occasion to use a few more Club Sites these past four or five years, and we did remark on how efficient, no nonsense a lot of the Wardens were. On enquiry, a couple of the couples were ex Fire Service. Full of life experiences, used to dealing with people doing strange things, willing and able to sort out those whose behaviour fell short of the expected. We have no problem with this. I think most individuals, all sexes and ages will strive to be polite and welcoming if they are not given grief, but it takes a lot to remain calm, unflappable in the face of some people's behaviour.
(There is also a deep joy to be had occasionally letting rip to some idiot after years of biting one's tongue, counting up to twenty, and having to toe the "customer is always right" line! But that's another story!)
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Not many 'youngsters' tow or drive a motor home do they? manly due to cost perhaps.
With wardens being members they have one really important factor - experience and lots of it, so if you need help with a problem with your outfit they usually know the answer.
You can have all the youth and charm you want but that's not much help with a caravan related problem if they have never seen one?
Actually the same things happens in local Currys with 12 year olds being all friendly but having no idea about the products they are selling, I always go for the older ones, like wise in the local B&Q, get someone who has actually used a power tool or lawnmower.
But in now approaching 18 years of using club sites never have a bad warden, perhaps some not as friendly as others but they have all done their jobs very well indeed which is all I want.
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As CS pointed out you really need a van of some description to be a warden. Also although many are not capable, or do not want to progress, many large companies offer suitable candidates the opportunity.
I have certainly found CC wardens no less charming than those in other industries.
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Oh yes. I used to train staff in the "group calm" approach. If you want to see the most superb examples nowadays, a session in A &E on a Saturday is a very educational experience.
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I've dealt with many members of the public, all walks of life and temperament. What stuck in my mind though among many incidents happened about 30 years ago on a roadworks site. Some smarty pants in a sports car ignored the road closure amd drove through the roadworks taking a short cut, he thought, and ignoring the work force. Unfortunately he drove onto a deep bed of very hot bitmac road base which had not yet seen the roller. He seemed to blame me when I said 'that looks expensive'. What amused me was when he squared up to me. I spoke over his shoulder to one of the kerb layers who was around 6'6'' and rippling with muscle. I think that when he realised that John was stood easy with a kerb cradled on each hand under his arm that the chap went quiet.
The local police also had words and so I suspect that 4 cooked tyres some rather expensive shoes and no doubt a fine made it very expensive
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Regarding wardens,customer service and age,I had an experience of customer service earlier this year,which is germain to these issues.
I had booked a room at a hotel in Stratford,which had a check in time of two p.m.We were advised that should we arrive early,if there was space we could use their car park.It was convenient for us to do so,when we arrived at about one p.m. we told the receptionist that our vehicle was parked.This person was I guess in their twenties.Despite arriving before check in time,she said that she would ascertain if my room was ready and if it was,I could take it before going into town,which I was pleased to do.This was unsolicited.
Good customer service isn’t rocket science,but is does require empathy which people of any age can display,just as people of any age can hide behind the rules.
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If you were advised you could arrive early at a CC site and park up, the same scenario might play out. However, you were not so advised. The communication you were sent specified no arrivals before 12 or possibly 1pm, depending on site. If you then arrive 30 minutes early, that cannot be compared with your hotel example. The two situations are totally different.
It could also be said that abiding by the simple instructions given in your booking confirmation, is also not rocket science.
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As Steve says above a hotel car park is totally different to a club site.
Also I do feel that you are just criticising the club as you could not get your own way when you decided to ignore it's rules and advise (ie do not arrive before 12)
The hotel has one set of rules, or advice, which you decided to follow (because it suited you?). The club has another set of rules which you decided you did not want to follow, and then you complain about it?. Sorry but that is the way it’s come across.
Even the club’s regional manager has told you that you should follow the rules and backed the warden’s approach to you yet you seem determined to keep complaining?
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