@Christine0
That's great feedback. It shows that they can do a good job but that a poor job by an uncaring employee can bring a negative feeling that shakes our confidence in them.
I once worked in customer service where I heard nothing but complaints. No one ever called because my company did everything perfectly. I only heard complaints leading me to think that my company was failing on a large scale.
Then it was pointed out to me that in several hundred thousand transactions our failure rate was only 2.7% which was well within industry standards, in fact much better than most since the aceptable failure rate in that industry was around 4%.
On this forum we hear a lot of horror stories because no writes how great AirBnB works for thousands of transactions or how helpful they were in solving problems. That can cause a warped perspective for those reading these posts. We tend to read mostly bad news on these forums.
That's not meant to let them off the hook or excuse them: far from it.
AairBnB can really improve their customer service, and really needs to, because obviousely problems remain in their business model and especially in their customer service.
I hope this topic receives more feedback from clients who have dealt with customer service so that both we and AirBnB can gain perspective on how we are doing and how we both can improve.
AirBnB can put out guidlines on how their customer service works and the best ways to approach them with a problem.
That would be helpful and pro-active on AirBnB's part.
More feedback, please.