I recently had a concern with Qantas following a flight from Melbourne to Sydney and thought I would share my thoughts through their website. I decided to visit their website instead of calling them, as the last time I called them to book a flight, I was on hold for an hour.
Here’s the automatic email I received back:
“Thank you for taking the time to submit your comments to Qantas.
We aim to respond to your feedback and make contact within the next 15 working days where possible.
If your matter is urgent or involves your current travel plans, please call 13 13 13* and one of our Telephone Sales Consultants will be happy to assist you. For contact details outside Australia please visit qantas.com
Qantas Customer Care
Note: Please do not respond to this email as this is an “outgoing only” service that does not accept incoming messages.
*Within Australia only.”
As a client centric services marketer I was really surprised by this reply.
- Up to 15 working days for a reply, where possible
- Call us if you need urgent help
- Don’t reply to this email
How many of your clients would be satisfied with this level of customer service?
Not many I expect, and rightly so.
Being responsive, regardless of which communication method a client chooses to use is imperative if you care about providing good client service. 15 workings days (3 weeks) in todays fast past world doesn’t pass the responsive test. Would you be willing to wait 15 days for any business to get back to you? No, I wouldn’t either.