A superior example of what other companies should be doing!!! Customer Service for its customers...

Great customer service Adam. http://www.flyertalk.com/forum/smile.gif

*** NEW -- HHonors E-mail for FlyerTalk ***
 

Just re-posting this information for those who may not have seen previously:

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Hello all. First of all, thank you again for giving us the opportunity to participate in this forum. We continue to find FlyerTalk an extremely useful resource in establishing an ongoing dialogue with our members, and in helping us to identify areas in need of improvement. As I've frequently said, our Service Center team in Dallas deserves all the credit for quickly and effectively addressing the concerns raised in this forum.
While we certainly continue to monitor the boards here at the corporate office, we realized that the vast majority of issues raised on FlyerTalk have been ones that are directly addressed by the Service Center. So, to expedite how your inquiries are processed, we've established a DEDICATED E-MAIL ADDRESS for FlyerTalkers. This e-mail address goes directly to the Service Center in Dallas, and will be monitored daily to ensure that your requests are handled in the most efficient manner possible.

The e-mail address is "[email protected]" and is available for your immediate use.

Many thanks for the continuing opportunity to address any questions or concerns you may have, and for your continued business!

Best regards,

Adam Burke
Vice President, Marketing -- North America
Hilton HHonors Worldwide

Great move. Nice to see a proactive step taken to improve customer service. Thanks.

There is no need to thank Adam http://www.flyertalk.com/forum/starsmilie.gif again. The first time he posted this there were 4 or 5 pages of "Thank You's". I'm sure he knows we appreciate his efforts.

I do appreciate this kind of attitudes from Corporations. It is important to hear what valued customers might express.

After all, it was in this forum that I got immed Gold level and now I'm just a few nights from Diamond Level.

Congrats Hilton staff on your pro-activeness.

Thanks Adam! But how about answering e's sent to that address?

Exactly. I sent my first e-mail on 8/14/01, and got a response in two days. My second e-mail was sent on 8/28/01 (according to OutLook it was read later on that day), and I've yet to get a response.

I'm sure they can get swamped with requests, but I'm sure they were well aware of that before they decided to do it.

Now, if I could just convince Delta to do the same type of thing for FTers......

I may have been lucky but the e-mail I sent yesterday when I read this thread has already been answered. Less than 24 hours.

Excellent service.

Kristy Hall has been just outstanding on working on two problems for me, and I was really happy with her response. My first response was very quick and my second took a couple of days, but that is more like what I expected anyway. I figure she is probably swamped right now with our requests, but things will settle down. I'd much rather wait for an e-mail then spend 20 to 40 minutes on the phone. Again, absolutely excellent customer service.

Delta does have a lurker. It's called the RPU...

As a new FF looking at being on the road for the rest of my professional life, I appreciate the effort made by Adam and Hilton. I find the little things make a difference and I for one will consider taking more of my company's dollars--which since I own the company translates as my dollars--to any company that demonstrates the customer counts. Setting up a FlyerTalk email is just the type of touch that can make a difference. For the record--as I have just entered the world of the FF in the last month due to a career change--I'm not elite in any program so far. Therefore, I am getting a birds eye view of how hotels treat the "regular" customer. So far Hilton outshines Marriott--where I just had a dismal stay in Miami. I rarely complain, I just look elsewhere to spend my money. If I have to take time to complain--it's already to late. I like attention to detail and setting up this email address is a demonstration of a company that pays attention to details.
RDouglas

[This message has been edited by RDouglas (edited 09-01-2001).]

[This message has been edited by RDouglas (edited 09-01-2001).]

Thanks Adam!
If things go well...i should make DIA this year...i have 46nights so far and not counting the current stays here at Jefferson City.

http://www.flyertalk.com/forum/smile.gif

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Albert

Adam-

Thanks. I'm DIA, but not a regular Hilton poster because DIA Desk always does such an exemplary job for me that I have no chance to ***** and moan on the boards!!

But glad to hear that Hilton is maximizing accessability to its membership. Send your partners at UA a note about your efforts, maybe it will inspire them!!

Hey, it worked for me. Reported 2 missing stays and within 12 hours, received an email back that they were now posted. Checked online and there they were.