Customer service award

Steve Welsh replied on 03/12/2017 14:59

Steve Welsh

Posted on 03/12/2017 14:59

I recently contacted the club regarding the attitude of two site wardens,which lacked empathy with the needs of their customers,and gave no apparent consideration as to whether discretion could be exercised.

I was surprised that a Regional Manager of an award winning organisation would include the following in their response,

” You mention that this is the second time you have experienced such a welcome.I am afraid that this is what you will experience in future too”

I have on many occasions experienced an almost combative attitude from wardens.I on the other hand always endeavour to be polite and accommodating.I accept it may be a defect on my part,so I wonder if any other members can shed any light on this customer service issue

63 replies

moulesy replied on 05/12/2017 11:17

moulesy

Caravanner

Posted on 05/12/2017 11:17

Out of interest, Steve, how many are the "many times' you've experienced a "combative atitude" from the wardens, and in what situation?

I could give you my experience of this, to the nearest round number - and it would be as round as number can possibly be!

2 people like this

KenofKent replied on 05/12/2017 11:30

Member

KenofKent

Caravanner

Posted on 05/12/2017 11:30

Steve, just to remove any doubt, as you don’t say. Did you arrive to early again, or was it something else?

Ken

1 person likes this

replied on 05/12/2017 11:44

Posted on 05/12/2017 11:17 by moulesy

Out of interest, Steve, how many are the "many times' you've experienced a "combative atitude" from the wardens, and in what situation?

I could give you my experience of this, to the nearest round number - and it would be as round as number can possibly be!

Posted on 05/12/2017 11:44

The user and all related content has been Deleted User

1 person likes this

moulesy replied on 05/12/2017 11:52

moulesy

Caravanner

Posted on 05/12/2017 11:44 by

In my limited use of CAMC sites in recent years (did more in the past) I have not experienced "combative attitudes" but have had extremely unhelpful responses to polite requests made in very good time both at booking and on arrival and in this and other aspects of customer service the club wouldn't get my vote in any awards

Posted on 05/12/2017 11:52

What sort of requests and what sort of extremely unhelpful responses, David?

For myself, I check in, choose a pitch, let the wardens know and that's about it apart from the occasional "good morning" or whatever. Not saying the club justifies an award particularly but just curious to know why folk should find reason to be upset by the wardens.

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Boff replied on 05/12/2017 12:04

Member

Boff

Caravanner

Posted on 05/12/2017 11:52 by moulesy

What sort of requests and what sort of extremely unhelpful responses, David?

For myself, I check in, choose a pitch, let the wardens know and that's about it apart from the occasional "good morning" or whatever. Not saying the club justifies an award particularly but just curious to know why folk should find reason to be upset by the wardens.

Posted on 05/12/2017 12:04

What sort of requests and what sort of extremely unhelpful responses, David?

Presumably why isn’t this site in France?

1 person likes this

Metheven replied on 05/12/2017 12:06

Member

Metheven

Caravanner

Posted on 05/12/2017 12:06

The few times I have used a Club site the Wardens would certainly get my vote. Booking in has always been done with politeness and a smile, a brief "hello" in passing, what more do I want as I am very capable of tucking myself in at bedtime.

By booking a pitch I accept all rules laid down, adhere to them so no comeback, no whinging, life's good

2 people like this

replied on 05/12/2017 12:06

Posted on 05/12/2017 11:52 by moulesy

What sort of requests and what sort of extremely unhelpful responses, David?

For myself, I check in, choose a pitch, let the wardens know and that's about it apart from the occasional "good morning" or whatever. Not saying the club justifies an award particularly but just curious to know why folk should find reason to be upset by the wardens.

Posted on 05/12/2017 12:06

The user and all related content has been Deleted User

replied on 05/12/2017 12:22

Posted on 05/12/2017 12:04 by Boff

What sort of requests and what sort of extremely unhelpful responses, David?

Presumably why isn’t this site in France?

Posted on 05/12/2017 12:22

The user and all related content has been Deleted User

1 person likes this

Randomcamper replied on 05/12/2017 13:49

Member

Randomcamper

Motorhomer

Posted on 05/12/2017 13:49

” You mention that this is the second time you have experienced such a welcome.I am afraid that this is what you will experience in future too”

Glad to see the club is spelling things out in language anybody can understand.

About time too.....!

2 people like this

Steve Welsh replied on 05/12/2017 20:41

Member

Steve Welsh

Posted on 05/12/2017 10:15 by Boff

Would the original poster be the same Steve Welsh, started this thread Customer focus ?

Let me summarise, I turn up early and it is unreasonable for me not to be let onto the site. Rules are for little people not me blah blah.

I assume that the regional manager’s letter didn’t use a well known two word phrase or saying ending in off. The Regional manager has shown commendable restraint.

Mr Welsh needs to understand, that discretion also means saying no as well as yes.

Posted on 05/12/2017 20:41

Yes,I am that same person as you surmise.

Perhaps if you would take the time to revisit the original thread you would see quite clearly that my issue was not with being told that I would not be allowed on site before the stated time,nor did I ask to be allowed to do so.

Your comment regarding the Regional Managers letter is distasteful,I suggest that you should exercise some restraint.

Discretion involves the freedom to decide what should be done,in any particular situation.Your view seems to be in agreement with many on this thread,that is that the rules should be applied rigorously.In which case wardens are not free to exercise any discretion.Your final point is therefore redundant.

Your moniker seems to me to speak volumes.

2 people like this

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