Originally Posted by
margarita girl
Got my Ambassador's Assistant (me) to call SPG. Points/stay have now posted.
My point was that I always thought it was the hotels that were at fault when points don't post, but seems we should be pointing the finger directly at Marriott's stellar IT.
Any time you have more than one group servicing a customer, finger pointing will happen. That's the next step after making up rules to get you off the phone. It's very rare when I find a CSR that is willing to own a problem and get it resolved. We won't see that again until the beancounters get out of the support business. There are no good metrics that can be put on support until you bring in the customer perspective. Then CSRs will benefit from seeing a problem through to resolution and respond to customer issues. Keeping the view on internal departments is destined for failure.