Booking.com is moving its customer service staff to an outsourcing company

Post by thriftwy » Fri, Feb 11, 2022, 4:50 PM UTC

Jenk wrote: post #235

thriftwy wrote: post #219

Earlier quoted context omitted.

I think any Booking user knows that 8+ - awesome, 7+ - okay, less than 7 - handle with care. At least it's more consistent than "star ratings"

That's known as the Net Promoter Score. https://en.wikipedia.org/wiki/Net_promoter_score In summary: 1-6 are demoters (will talk negatively of their experience to others), 7-8 passive (probably won't talk about their experience), 9-10 promoters (will talk positively about their experience).

Post by baby » Fri, Feb 11, 2022, 5:10 PM UTC

dmarchand90 wrote: post #31

baby wrote: post #24

I despise the experience so much that I can’t feel bad about the demise of that website. They’re are guilty of all the dark patterns imaginable. The day you stop providing a useful tool to your users is the day you can start counting til you close shop. On the other hand google hotel is providing a top service. This is actually my biggest worry with facebook. Even though I own their stocks, I’m scared that they are f…

I'm not necessarily a huge fan but I'm not sure what the alternative there is. They're pretty comprehensive. If you have any suggestions by the way I'm very happy to jump ship!

Post by listenallyall » Fri, Feb 11, 2022, 5:22 PM UTC

thriftwy wrote: post #219

nkmnz wrote: post #200

I once booked the worst hotel room on earth via booking.com - I spare you the details, but when I picked the lowest rating on every single scale on the booking.com feedback form, the resulting score was something like ~3.5 out of 10 – instead of 0 points! So, whenever you're looking for a a place on booking.com, keep in mind that the places are rated on a scale from 3.5 to 10, not 0 to 10.

I think any Booking user knows that 8+ - awesome, 7+ - okay, less than 7 - handle with care. At least it's more consistent than "star ratings"

Post by supergeek133 » Fri, Feb 11, 2022, 5:29 PM UTC

Jenk wrote: post #237

supergeek133 wrote: post #220

My first large employer was Best Buy, and at the time (and I believe still?) a large majority of their phone customer service operation was outsourced. I will still never understand why companies do this. Your quite literal last line of defense (and sometimes first) with a customer is people that aren't directly accountable other than a corporate contract? Never made sense to me. Also, the fact that they are generall…

> I will still never understand why companies do this Literally cost. That's it. An example from my own experience: UK Cost center, salaries started at £18k. They moved this operation to the Philipines. Starting salaries of PHP350k - the equivalent of just under £5k. Cutting the cost of salaries is much more easily quantified than the cost of a damaging customer service.

Post by aaaaaaaaata » Fri, Feb 11, 2022, 5:31 PM UTC

madaxe_again wrote: post #234

nkmnz wrote: post #200

I once booked the worst hotel room on earth via booking.com - I spare you the details, but when I picked the lowest rating on every single scale on the booking.com feedback form, the resulting score was something like ~3.5 out of 10 – instead of 0 points! So, whenever you're looking for a a place on booking.com, keep in mind that the places are rated on a scale from 3.5 to 10, not 0 to 10.

Unless you had to drive over broken car windshields to get there, unless you were greeted at the barbed wire festooned gate by a man in a string vest with a hole in it from where he perpetually picked his bellybutton, unless the room had a bucket of decomposing semen and condom soup in the corner, unless you got up in the morning to find two pimps taking turns to beat a girl on the hood of your car, I promise you you…