Hilton HHonors - China Call Centre

It appears HHonors has closed down their Singapore call centre and calls from the region are now redirected to Shanghai.

Problem with Shanghai is that none of the associates there understand the spirit of a hotel loyalty programme and are only capable of reciting from textbooks. And their curt manners will drive you up the wall !

Another good reason to give up on HHonors.

Wonderful. Now we get to experience the legendary Chinese Customer Service (ranks right down there with the Spanish Customer Service).

I do not agree. (Customer-) Service at Chinese hotels is lightyears better, more caring and personal and certainly not tip drivenn than service at all comparable US and most comparable European hotels. And it is not the fault of these guys and girls in SHA that Hilton does not train them properly

I do not agree. (Customer-) Service at Chinese hotels is lightyears better, more caring and personal and certainly not tip drivenn than service at all comparable US and most comparable European hotels. And it is not the fault of these guys and girls in SHA that Hilton does not train them properly

Nice.. the good old "tip" red herring;)

Have you stayed in ALL comparable US hotels that you can now claim to be some sort of expert?:rolleyes:

I could ask the question then since service at Indian hotel tend to be pretty good why is it I have never had less than mediocre service from the Indian call centres I have come in contact with?

mike

Wonderful. Now we get to experience the legendary Chinese Customer Service (ranks right down there with the Spanish Customer Service).

+1 LMAO ^

Nice.. the good old "tip" red herring;)

Have you stayed in ALL comparable US hotels that you can now claim to be some sort of expert?:rolleyes:

I could ask the question then since service at Indian hotel tend to be pretty good why is it I have never had less than mediocre service from the Indian call centres I have come in contact with?

mike

Let me say, I have certainly stay at enough US chain hotels and its Chinese counteparts to say that the service in China is better. And ICC can be a pest, however, to my believe as a result of poor training in the product and in language (however, US and European call centers have a tendendy to go down the same drain)

You can only train them to a certain extent; on language skills (including fake american accents) , product knowledge etc What you cant train them is their attitude and how to apply the product knowldge in a real life situation.

When I quoted what another HHonors agent had assured me before, the reply was that the other agent's word is not the LAW. When I enquired about my "current" requalification requirements, I was given a lecture on how infrequent I stay at Hilton hotels 3-4 years ago. I was also asked why I am so concerned about requalification since my status is still valid for the next few months. I give up :mad:

Let me say, I have certainly stay at enough US chain hotels and its Chinese counteparts to say that the service in China is better. And ICC can be a pest, however, to my believe as a result of poor training in the product and in language (however, US and European call centers have a tendendy to go down the same drain)

I think you are missing the point here.. service in a Chinese hotel not matter how wonderful you think it might be is a completely unrelated to the type of problems one encounters when trying to deal with CSRs over phone.

They are given a script and told not to deviate so in addition to not being familar with the nuances of language we get a mindset which often does not allow for resolving any issues which are not black or white.

Sure one say its not due to proper training...but no one is going to convince me that some of the problems one encounters does not have roots in the cultures involved.

mike