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Old 07-02-2007, 03:26 PM   #1
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Default How to Complain

Because of a "run time error" I could not get this to post into the responses to Anita's column, but I would like to add:

In a "past life" I handled, among other things, complaint letters (and in person complaints) at a major, urban, University Hospital. Here's my advice from having been on the receiving end:

Never write a letter more than two pages long - the person reading it will lose interest and it will not be given a high priority over other, shorter letters ... if so much has gone egregiously long, just write about the "highlights" and offer to discuss the various other complaints.

ALWAYS include what you believe to be a fair resolution - really think about this, the sky is not the limit here. Don't ask for a full refund of your cruise unless you have truly been inconvenienced for the almos the entire cruise.... missing one port is not sufficient for a full refund ....

Expect a 30 to 60 day period before receiving a response, however, you should receive an immediate acknowledgement of receipt of your complaint .... "Dear John Smith, we are in receipt of your letter of ....." That acknowledgement should include an estimate of the time it will take to resolution. Any cruise line not doing this should be!

DO write to the "Top Dog" - s/he has someone working for him who specifically tracks the response to all his/her mail. A complaint passed down from the CEO will get attention before one sent directly to the Customer Service people - or should.....
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Old 07-11-2007, 04:23 PM   #2
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Great advice! Did you get to post this under the article? I'll check! Thanks for taking the time to share this!

Best,
Anita
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