It ain’t what you do…

…Its the way that you do it! Yes, tell me about it.

In truth, when it comes to receiving customer service, I’m probably more forgiving than most, because its an area I’ve worked in for much of my life. However, there are times, and people who even drive me to frustration, and yes, I met one on Friday.

The rule I’ve always applied personally, is, if in doubt, ask someone, and make sure you’re doing the right thing. It has led to moments when I’ve been 99.9% certain that I’m right, but still feel its better just to make sure, especially on critical matters. Anyway, on Friday…

Normally, when I have anything to do with foreign currency prepaid credit cards, I head to Thomas Cook, as I did on Friday. Their card does all I need, and the staff in Huddersfield know exactly what they’re doing, and you get smooth, professional service. To cut a long story short, I was over in Bradford on Friday, so I thought I’d get it done over there. Not a wise move!

I guess I should have taken the hint when the woman behind the counter was fighting a losing battle to put a currency order into the system, and asked me to wait while she sorted it out. As I now know, like a fool, I did! I should have walked out the door, there and then, but fine, hindsight is a wonderful thing.

I rather gathered she’d never had to issue, and activate a prepaid card before. So after a few minutes of trying to convince the system let her do it, she gave up, and asked for help. The snag was, the woman who she called for help had never done one either. So, instead of the 5 minutes I have spent in the past doing this, in Huddersfield, we were now up to 15 minutes, and no closer to getting it issued than when I had walked in!

Eventually they said they’d won the battle, and quoted me a dollar figure for the amount I was handing over. I misheard, or I would have said something because the figure they put through was ridiculously low. Yes, instead of giving me the sell rate, of around $1.20, they gave me the buy back rate about $1.11! But I only realized this after they’d handed me everything, including the receipt. After all that time (about 25 minutes), I wasnt inclined to start again, for about the sake of $4.50, as I was only putting a small amount on the card to get it active.

So, got it home, registered the card online. Yes, its showing up, but no, its not showing any balance! My suspicion, they havent confirmed something, or they’ve confused the system with the exchange rate they’ve used, or something? So now, on Tuesday, I’m going to have to go into Thomas Cook, in Huddersfield, on my day off, and get the whole matter sorted out. All because 2 people, who admitted they didnt know what they were doing, couldnt ask someone who did, or ask me to go to another branch where they would!

Yes, I’m glad thats not my regular branch! I’ll stick with Huddersfield in future!

The video, as so often, a clue in the blog title. An, err, interesting live vocals performance by a group of people who I suspect were more used to lip syncing!

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