Bad Businesses: Yodel couriers and 'Web Help'

[Lucky8]

Are you simply asking whether Yodel have internal systems for upgrading complaints to higher management? Or do you have an actual complaint that needs resolving?

In your first post, you said someone was having problems with a delivery and everyone has said 'good luck' you won't get anywhere but you want to speak to the CEO? About internal systems or about a missed delivery?

Tiger - my first post is really clear, there's not much more I can say to help you understand.

I think it's best to leave this now and I assume the answer is that nobody here has successfully escalated outside of WebHelp with Yodel, which is all I wanted to know.

 

[Newchodge]

Some have it, including firms where I've been COO. Where CS is 100% or even partly outsourced, there is always an escalation route provided for customers from the outsourced CS supplier to the actual company, for the reasons provided in my first post.

So possible answers are yes or no.

CUSTOMERS. Your friend is not a customer.

 

[MBE2017]

I think it's best to leave this now and I assume the answer is that nobody here has successfully escalated outside of WebHelp with Yodel, which is all I wanted to know.

I wouldn’t jump to such a conclusion, this is, in the internet, a relatively small forum, as such an extremely small sample.

I still maintain though, that this company might be doing exactly what Yodels customer service requirements laid out on its contracts. That is between the two companies, but Yodel almost certainly do not want 25000 delivery points sending in queries each day, so much easier to put a break wall between them, using this company. The 25000 number is just a made up figure, I have no idea on the true number.

Anyway, best of luck.

 

[Lucky8]

I wouldn’t jump to such a conclusion, this is, in the internet, a relatively small forum, as such an extremely small sample.

I still maintain though, that this company might be doing exactly what Yodels customer service requirements laid out on its contracts. That is between the two companies, but Yodel almost certainly do not want 25000 delivery points sending in queries each day, so much easier to put a break wall between them, using this company. The 25000 number is just a made up figure, I have no idea on the true number.

Anyway, best of luck.

I'll reply to your post as it was reasonable.

Only jumping here, as in "nobody here", not nobody at all.
I know some people here are fixated on contractual obligations and legal definitions of 'customer' rather than the glaringly obvious use of the word 'customer' I use here from a business perspective which is in line with how Yodel uses it and their CS function itself. Anyway, no, the CS function are falling short of their stated purpose for customers which is defined on Yodel's own site etc. I appreciate your point about Yodel not wanting so many queries each day, and of course that's why they've outsourced this to start with. But the outsourced company will have LoS metrics and quality targets, and when that fails successively with one customer at every point, I would expect a way for them to break out from the outsourced companies hold and deal with the main company. As I said, I've seen such a model work in other high volume environments.

Thanks.