HGP Concierge-a simple request
Jun 14, 2012, 3:50 pm
#1
Original Poster
Join Date: Dec 2003
Location: Pasadena,Ca.,US.
Programs: AA, Delta, United, SPG plat, Hyatt dia
Posts: 7,140
HGP Concierge-a simple request
I just called the"Diamond" telephone number-only to be dumped unto a (non functioning)voice recognition system. I would not even bother but the website was down once again.
Would it be too much trouble to have some sort of priority phone number for HGP Diamond members? I am not asking for a seperate call center or even special phone rep's(although that would be very nice)but rather just a number where the CSR would know that they have a Diamond member on the line and a number that does not get routed to the (nonfunctioning)voice recognition robot.
I look forward to your response,
Would it be too much trouble to have some sort of priority phone number for HGP Diamond members? I am not asking for a seperate call center or even special phone rep's(although that would be very nice)but rather just a number where the CSR would know that they have a Diamond member on the line and a number that does not get routed to the (nonfunctioning)voice recognition robot.
I look forward to your response,
Last edited by bigguyinpasadena; Jun 15, 2012 at 6:16 am
Jun 14, 2012, 5:46 pm
#2
No longer used by Hyatt; use World of Hyatt Concierge
Join Date: Jul 1999
Posts: 1,628
Hello bigguyinpasadena,
I am so sorry you had trouble reaching an agent. We do offer a number to our Diamond members and I will private message that number to you.
Please let me know if you have any other questions or concerns.
Safe travels!
Dana M.
I am so sorry you had trouble reaching an agent. We do offer a number to our Diamond members and I will private message that number to you.
Please let me know if you have any other questions or concerns.
Safe travels!
Dana M.
Jun 14, 2012, 10:26 pm
#3
In memoriam
Join Date: Mar 2000
Location: Seattle WA
Programs: Kimpton IC, Hyatt Diamond, Gold Marriott, Lifetime Platinum Starwood
Posts: 8,665
BigGuy - I called the Diamond line this week too since the website wasn't functioning for reserving a room. REALLY REALLY bad experience. Had the "fake voice" thing first, then it sent me to somebody who was part of the vacation ownership, then to somebody in a call center, then to somebody who didn't understand why she was getting the call. Finally I had a manager who was GREAT but I had spent over 40 minutes before I got to him.
Jun 15, 2012, 1:42 am
#4
FlyerTalk Evangelist
Join Date: Nov 2002
Location: All over
Programs: Most
Posts: 10,839
Jun 15, 2012, 8:06 am
#5
Moderator: GLBT Travelers & Hyatt Gold Passport
Join Date: Jan 2000
Location: CVG
Posts: 15,300
They're committed to this model of not having dedicated Diamond agents - we were offerred Private Line agents a few years ago. At that time training agents was a serious issue with many reports of even basic information being answered incorrectly. Recently, this has improved considerably with very few reports of incorrect information given to customers - of course there is still some on more "obscure" issues but that would probably occur even with dedicated Diamond agents.
Jun 15, 2012, 6:43 pm
#6
In memoriam
Join Date: Mar 2000
Location: Seattle WA
Programs: Kimpton IC, Hyatt Diamond, Gold Marriott, Lifetime Platinum Starwood
Posts: 8,665
I'm assuming that people dialing the Diamond number go to the head of the queue.
They're committed to this model of not having dedicated Diamond agents - we were offerred Private Line agents a few years ago. At that time training agents was a serious issue with many reports of even basic information being answered incorrectly. Recently, this has improved considerably with very few reports of incorrect information given to customers - of course there is still some on more "obscure" issues but that would probably occur even with dedicated Diamond agents.
They're committed to this model of not having dedicated Diamond agents - we were offerred Private Line agents a few years ago. At that time training agents was a serious issue with many reports of even basic information being answered incorrectly. Recently, this has improved considerably with very few reports of incorrect information given to customers - of course there is still some on more "obscure" issues but that would probably occur even with dedicated Diamond agents.
Jun 15, 2012, 6:52 pm
#7
Moderator: GLBT Travelers & Hyatt Gold Passport
Join Date: Jan 2000
Location: CVG
Posts: 15,300
I'm not talking about the strange phone system that you and bigguy experienced, I'm talking about the training that the agents receive regarding issues.
Jun 15, 2012, 8:23 pm
#8
FlyerTalk Evangelist
Join Date: Dec 2003
Location: LAX
Posts: 10,906
While the website is indeed buggy phone support is usually quite good. There are exceptions from time to time but out of 100-ish calls over the last several years i had perhaps 2-3 problematic ones. Not a big deal IMO.