> Customer service
 All businesses generally state that they aim to offer the best customer service, but in the case of Really Discover we claim to have the experience to really deliver this. David Cox used to be managing Director of a UK software house specialising in complaints management software. “That meant that I got to listen to all the major authorities speaking about customer service, and learnt first hand how to deal with customer issues in the most effective way. I intend to select the best ideas and put them into practice in Really Discover” says David.
Really Discover is a customer-driven company, and we actively encourage any form of customer feedback to help us constantly deliver the best services. If you don't tell us, we won't know and won't be able to change. And change is something the company encourages, both to deliver ever better standards but also to protect the authenticity of the places we take you to.
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Customer feedback |
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Below are some examples of customer testimonials:-
Would like to say how much we enjoyed the Really Discover experience in both Granada and Seville. I think it's a brilliant concept and as I travel quite a lot on my own it is a boon. I am from the generation where it feels slightly uncomfortable going out on my own in the evening - not so much when travelling with a group of friends - but the opportunity to join a SMALL group is a God send. There was plenty of factual information for those of us who were interested and it was a pleasant stroll around the city for those who weren't too bothered. We enjoyed the flamenco show at Casa Carmen - again it didn't feel as if we were on a production line as the audience wasn't large and all the artistes were excellent. It is very powerful in a small space - the guitar and the singer as much as the dancers.
We also had our last lunch at the Taberna which Luis recommended and thought it was absolutely brilliant. The setting, the service and the food were of the highest quality and all for 12 euros - it has to be one of the best bargains in Seville. We wouldn't have found that without Really Discover's help. A lovely city, I am planning a return visit as there is still so much to explore - I can do it in stages - as well of course as the shops and the sunshine.
I think your concept is excellent. Previously I have always toted several Guidebooks around (heavy) worrying that I might miss something - this is so much more relaxing. I like a general overview of a city and visiting places off the obvious tourist trail with an informative guide, then I can home in on those places that particularly interest me.
Today Spain - tomorrow Europe! I tend to do two or three European citybreaks a year now that budget airlines have opened up airtravel to us masses. I just wish there was a branch of Really Discover in all major European cities.
I did write a review of our trip and attempt to put it on Tripadvisor but it seems to have vanished into the ether. I'll try again, and many thanks.
Debbie Lane, Gloucester, England |
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Our Customer Charter |
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The aim of the Customer Charter is to tell our customers exactly what we deliver, and what they can expect from us. The company works on a basis of transparency and clarity, backed up by good communication. The Customer Charter is there also for our staff, all of which have to be fully conversant with the contents.
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Our customers |
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This section provides information on certain special types of our customers which may be of use when planning your visit. |
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What the press says |
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27th January 2008 - article published in the Sunday Independent Travel Section, United Kingdom
http://www.independent.co.uk/travel/europe/seville-the-personal-tour-774420.html
13th January 2008 - article published in The Age Travel Section, Australia
Page 1 - Page 2
During a recent tour we discovered that one of the customers was an established travel journalist who is spending some time in Seville. The guide's intial reaction was "oh my god", but it appears that the customer really enjoyed the experience, as during a beer afterwards she offered to write us an article describing the experience. This was something of course we couldn't refuse, and we liked the result so much that we decided to put it on this page. Here it is:- |
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Complaints process |
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We don't expect to have many complaints, but we have a complaints process because we recognise that problems can and will occur in any business. In our eyes a complaint is always an opportunity, both to put things right for the customer affected but also to make changes in our services for the benefit of everyone else. Our approach is to encourage the customer to tell us of any issues and for us to react and deal with it effectively.
The Really Discover Complaints process:- |
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