Name the service, it doesn't matter, it's going to be cough in Australia

[JohnK]

When I book a hotel the last thing I think about is service. As long as room is clean, breakfast OK if I pay for it then I am happy. Is that service?

I have never had a US carrier's crew be rude, unhelpful, patronising, contradictory, or condescending. I've never had that on a European or Aisan carrier either. But I have on QF.

It's about consistency. QF crews are great when they're good. But too many times (and more than a couple of times is 'too many') they let themselves down.

I have had your experiences on QF domestic as well but I have had it a lot more times on VA. Lack of competition? It can't be the pay because I feel they are highly paid for what they are doing.

 

[Termite]

Why name the thread in a general sense and yet we zone in on QF?

Nothing wrong with having a discussion (even a critical one) about QF, but then the title should reflect this.

OK I admit the OP introduced two brands, one being QF and the other is Sofitel (a specific property, at that). Many further posts haven't helped much by developing the errant sub-thread without discussing the central one.

So either the OP is loathe to give more examples or explanations on their view of the central topic or really just has a grievance with those two companies.

i chose those two brands in particular as I didn't feel like writing a novel sized post, however after being labeled as cantankerous and also being suggested That I have a grievance with two companies, I now need to repost to align the thread as it seems some will only find square pegs fit in square holes. We all know this is not the case, round pegs do as well as triangular and other shapes, it all depends on whether or not you need a watertight seal, which from your two posts it seems probably you do.

i am sorry if my posts don't meet your obviously elevated knowledge on the subject.

and your last sentence is quite off the mark, and furthermore, I am now loath to post more examples which was my intention once the tread was established as I really can't be ragged with hypercritical critique on an Internet forum.

 

[OzEire]

While I agree with the OP, to a point, there are some pretty poor customers out there too. I have witnessed some fairly appalling displays of ignorant customers who either don't know what is right (or possible), or expect the world, sometimes because they are too cheap to buy the thing they want...

This is not a status DYKWIA, more like "I got this room at a 5* hotel I've never stayed at before for $99 on Groupon, I want to be treated to a 5 star service by being upgraded". The customer is not always right.

 

[cmon0005]

My thoughts are that a larger proportion of staff at hotels in Australia (please excuse the generalisation) are people that are just doing the job to get through uni or using the job as a stopgap.
Whereas I have found overseas particularly in Asia staff are more career hospitality staff who take alot of pride in their work and want to stay in this career for a long time.
(Again apologies I don't mean to generalise, there are many many great career hospitality workers here in Australia and even great short term hospitality workers, I'm just trying to illustrate some of the service attitudes I have seen and why they might happen)

 

[anat0l]

and your last sentence is quite off the mark, and furthermore, I am now loath to post more examples which was my intention once the tread was established as I really can't be ragged with hypercritical critique on an Internet forum.

Well that's just unfortunate if you will not post further examples because I really want to know what you had in mind. Remember, you only gave two examples, and with that a weak (in my opinion, remember) attempt to tie it back to your central thesis, which is that service (and, as I understand it, customer service, not just a product offering in and of itself) is almost always worse in Australia than somewhere else in the world; or, in general, on a report card scale, wouldn't score a C (pass).

That is how I understand your topic anyway, not to mention that the title includes "cr*p" as a qualifier, which I interpret to mean you strongly believe that it is so inferior that it boggles one to think why improvements are not thought to be urgent. If you thought you were going to open with such a qualifier and then not expect a debate that may well match the magnitude of your conviction in your opening shot, you had to be somewhat kidding yourself.

I wouldn't say I have an elevated knowledge on the subject. I gave my opinion on the subject, and I even opened by believing that there may have been some confusion as to what you really wanted to talk about.

 

[DaveB]

You pretty much get what you pay for anywhere you go. There is also genuine service in places you least expect and definitely didn't pay for.
Stayed in a typical 3 star motel in Taree last week as part of a group (many retirees with limited funds) with the husband and wife hosts even volunteering on their only night off to provide a BBQ on the Sunday which had to barely cover costs offering minute steaks, snags and chicken with salad and bread charging only $10 a head.
Flying VA or QF sure beat the recent BA and Iberia flights made in the last couple of months.
Hate to say though that it is often that aussies have become the modern day version of the 'ugly' american tourists of the 70's and 80's. I have excluded rich russian and chinese tourists as they have their own 'class' in this regard.

 

[under the radar]

maybe the quality of service declines as the quality of customer declines

 

[Deleted member]

Without reading every post in this thread, it occurs to me that "we the consumer" is to blame. Quality service ( not always, but often) implies a superior product or experience. We as consumers generally speaking are price focused. With cheap price there are higher costs, exporting jobs overseas to take advantage of lower manufacturing costs for example. The race to the bottom wouldn't be happening if we chose not to participate. But what would I know?

 

[pauly7]

If you think QF gives you bad service might I suggest you never fly in the US.

Try Europe - stuck over here for a while flying EU airlines almost praying for Jetstar

 

[MEL_Traveller]

Without reading every post in this thread, it occurs to me that "we the consumer" is to blame. Quality service ( not always, but often) implies a superior product or experience. We as consumers generally speaking are price focused. With cheap price there are higher costs, exporting jobs overseas to take advantage of lower manufacturing costs for example. The race to the bottom wouldn't be happening if we chose not to participate. But what would I know?

I think there is trade off here.

yes consumers want lower prices... but aren't our prices in Australia too high to start with in many cases? The so called 'Australia tax'.

if prices are already cut to the bone, a call centre overseas (much as I disagree) may be an option to lower costs further, or at least keep Aussie jobs (for those employed in shore)

but if a company is making healthy (sometimes huge) profits, the benefit in moving a call centre overseas often seems to increase those profits, not necessarily lower price to the consumer.

There's an element to customer service in 'not being taken for a ride'. To a certain extent, we are lucky in Australia to have some strong consumer protection laws which mitigate poor customer service in some cases... although sometimes you might have to fight for that. And there's still some way to go.

For the prices we pay in Australia... is customer service good in places like restaurants, bars, banks, shops, and for services like tradies? I'd say it's barely 'ok'. I wouldn't say going into a shop to buy goods or clothes is uncomfortable, but it's not hassle free and customer focussed like in many other parts of the world.

 

[Hvr]

maybe the quality of service declines as the quality of customer declines

I so agree with this and have often opined that some people don't know what level of customer service they're entitled to and how to properly ask and receive such service.

On the plane the level of service changes according to class flown and status level. In first I would expect to have the call bell answered within 20-30 seconds barring exigent circumstances. In Y it could reasonably be a few minutes or even longer.

Some people loudly and impolitely demand F service in Y and scream and whinge if not received. Also there are times when the demanded service cannot be provided.

As long as the person has done their best and sought assistance if required and explained why they cannot assist then some people need to learn to let go and move on. Screaming and loudly whinging won't engender any support from the company you're complaining to.

As a customer service provider when seeking initial resolution don't walk up to me screaming I'm scum and immediately demand a manager. I actually know what I'm doing and if I need a manager because the resolution is beyond my authority I'll call them after I've clarified the matter at hand and can explain it up the chain so my manager understands it very quickly and can act immediately. They're busy as well.

Oh and if you're reasonable and the issue isn't totally clear or even grey as to whether or not you're entitled to a particular resolution I might even be an advocate for you if appropriate.

However, if you're successful with your inappropriate screaming and whinging be aware that your cards are marked and don't expect the company to bend over backwards again. Companies are aware of your worth and some are even saying don't come back.

Also if you're ultimately successful after your inappropriate behaviour don't come to me if there is the slightest bit of discretion in a future issue. I'm going to give you the bare minimum according to policy. With a smile and the greatest courtesy but right up to the basic limit.

Offer a reasonable resolution and be prepared to compromise. Make sure your own behaviour is exemplary. A please, thank you, quiet and reasonable tone while concisely setting out your issue and desired resolution makes the path to completion so much easier for all involved.

You might just be amazed what can be done

 

[cmon0005]

Well said hvr, being polite and calm in a situation is sometimes key to something being resolved and is less likely going to result in a staff member becoming defensive, even if the staff member is actually wrong about something.

 

[harvyk]

Try Europe - stuck over here for a while flying EU airlines almost praying for Jetstar

I was going to suggest Europe, but as my experience is limited as to / from LHR, I could say for sure.

 

[Ausbt]

Name the service:

Hotel = Ovolo Group.

Locations: Hong Kong, Melbourne & Sydney (partner hotel in Syd thus far?)

I've also stayed at Ovolo Melbourne and my first thought was "I've found my new go-to Hotel". You forgot to mention (almost) the best bit: Malin & Goetz toiletries - love them! (Yes, happy hour is the best bit ;-) Only problem is, I can't quite fit it under the corporate budget, but happy to pay personally for the overs. Appreciate it won't appeal to everyone but I found it ideal and the room size was good for me. I don't always sleep well in some, particularly if the room is too large or I don't have line-of-sight to the door. We all have our peccadillos.

As far as service goes, I don't believe Australia has a 'professional service class'. That is, we don't have people who aspire to be retail shop assistants. I suppose we do have a few who want to be career-concierges, but really in the UK they actually do have a lot of people for who retail assistant and later store manager is the main goal. And we talking about the UK here - very, very polite yes but often still rubbish service. Basil Fawlty is alive and well there, as he has been always. Here in Oz, such jobs are just stepping stones while one studies to become a lawyer, real-estate agent, mortgage broker or kangaroo-tamer.

 

[MEL_Traveller]

I so agree with this and have often opined that some people don't know what level of customer service they're entitled to and how to properly ask and receive such service.

the reverse however is also sadly true... customer service providers sometimes don't know the level of service they're required, by law, to provide. For example, faulty goods. Or there may be a clause in the terms and conditions which is being unfairly and unreasonably applied.

 

[Alanslegal]

Sadly I try not to travel much around Australia anymore. I have been to all the capital cities and done a few road trips inland but there are too many factors that suggest I should travel elsewhere.

For example,

1) in this technology/social media age where everything and anything is posted online, you get bang for you buck posting your trip overseas (and again and again)
2) international airfares can be extremely good value (eg we flew Sydney-Manila and Sydney to Singapore for $99 each, to Honolulu for $299)
3) doing the right research you can stay in good hotels for good value (our recent trip had stays at Sheraton Hotels in New Orleans, Bangkok for less than $90 pn, Sheraton Tokyo for $150 pn). We have stayed in good places where check-in clerks have commented on our awesome rates.
4) overseas destinations can be extremely good value too - even bargains can be found in large cities like New York, Paris.
5) Australian road regulations are overbearing and speed limits are way too slow for such long distance travel. With current speed limits at 100-110kph, driving long distances sucks. A basic Sydney to Melbourne which is 878kms and will take 8 hours non stop at 110kph, if speeds increased to 130kph, then it would take 6h 45mins. Sydney to Adelaide at 1,375kms will take 12h 30mins non stop at 110kph versus 10h 34mins at 130kph. Sure no-one drives Sydney to Adelaide non-stop so there are lost opportunities for smaller towns to be visited and enjoy some tourist spending - even if its just for a coffee and cake, and some petrol.
6) travelling abroad gives you an appreciation of what happens elsewhere in the world - even if you're only there for a day or two
7) shopping overseas also gives you access to clothing, goods, gift and local products that are not available here

and there are more to my list but these are just some thoughts that popped up

 

[coles525]

I did forget that! I've got many in the bathroom at home. Who would think someone could get clean with rum?

I've also stayed at Ovolo Melbourne and my first thought was "I've found my new go-to Hotel". You forgot to mention (almost) the best bit: Malin & Goetz toiletries - love them! (Yes, happy hour is the best bit ;-) Only problem is, I can't quite fit it under the corporate budget, but happy to pay personally for the overs. Appreciate it won't appeal to everyone but I found it ideal and the room size was good for me. I don't always sleep well in some, particularly if the room is too large or I don't have line-of-sight to the door. We all have our peccadillos.

As far as service goes, I don't believe Australia has a 'professional service class'. That is, we don't have people who aspire to be retail shop assistants. I suppose we do have a few who want to be career-concierges, but really in the UK they actually do have a lot of people for who retail assistant and later store manager is the main goal. And we talking about the UK here - very, very polite yes but often still rubbish service. Basil Fawlty is alive and well there, as he has been always. Here in Oz, such jobs are just stepping stones while one studies to become a lawyer, real-estate agent, mortgage broker or kangaroo-tamer.

 

[basso]

Well that's just unfortunate if you will not post further examples because I really want to know what you had in mind. Remember, you only gave two examples, and with that a weak (in my opinion, remember) attempt to tie it back to your central thesis, which is that service (and, as I understand it, customer service, not just a product offering in and of itself) is almost always worse in Australia than somewhere else in the world; or, in general, on a report card scale, wouldn't score a C (pass).

Never fear anat0l (I hope I got that right), I know who the keyboard warrior is here, and it isn't you. I know this type well, make a complaint, then asked to give some specifics they go off on a rant designed to deflect from the fact they don't actually have any substantive argument. I truly do imagine that the OP has come up against someone that knows the game well.

 

[harvyk]

So the in summary the answer to the question of "Name the service, it doesn't matter, it's going to be cough in Australia" based on the posts here is that it is not true.

Whilst we may not get the same value for money as OS, and we can certainly receive bad service here, the reality is that a persons own expectations can easily colour ones opinion on good or bad service, and that seems to be independent of country where the service is offered. Furthermore local tipping customs can just as easily influence the level of service received.

 

[Termite]

Never fear anat0l (I hope I got that right), I know who the keyboard warrior is here, and it isn't you. I know this type well, make a complaint, then asked to give some specifics they go off on a rant designed to deflect from the fact they don't actually have any substantive argument. I truly do imagine that the OP has come up against someone that knows the game well.

I would suggest my learned friend that one re-reads my first post and you then recalibrate your poor attitude toward me. My post clearly uses one hotel as an example, therefore if I need to satisfy your requirements to be a good little poster, I need to write a small novel. I am sure you do not want that as my writing style would possibly cause your eyeballs to pop right out from their sockets and proceed to strangle the life from you for forcing such content upon them - and none of us like cleaning blood from the carpet! So, not wanting to offend, but I will ignore your comments from here on in.