I'm on a high horse now, and that coupled with the bee in my bonnet is not a good mix. Nuffield Health Clubs are surley the winners of the "couldn't give a toss" award for no customer care.
The chap who's voicemail yesterday told me he was at lunch, got back today (long lunch). His name was James and he started quite well telling me that he had some feedback. This consisted of telling me that there were not enough children in the club to warrant childrens activities. However there were too many children in the club to allow them to be unaccompanied in the rest area. AMAZING
He constantly talked over me, referred only to Terms and Conditions, acknowledged that we had a family membership, but said that we didint actually pay anything for the kids and so they didn't have to provide anything. He then told me that I couldn't raise any other issues as I hadn't told him of them at the start of the call. Brilliant, I must incorprate that into my customer strategy.
I have identified the CEO. Mr KP Doyle. I have emailed him via linkedin, but no response as yet.
The organisation has no customer focus. My god they are in a service industry. They need help.
Stunned
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