I want to share my thoughts on improving the level of customer service at Smilbus: 1.Collect feedback from your customers and study the NPS. 2.Maintain a comfortable temperature in the cabin in summer and winter. The cabin should not be +28 in summer, and the driver should pay attention to the passengers. 3. If there is a TV in the cabin, then it can diversify a 4-hour trip. And if it doesn't work, let the WI-FI work stably. So far, this has not been observed. 4. Has the management of the company thought about which playlist the driver plays? See point 1.5. What is included in the price of the Minsk-Rechitsa route? Thank you for the answer.

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Ольга Гвоздева

Level 3 Local Expert

Good evening! I would like to share my story related to this company! I ordered a place in advance for about 1.5 weeks, the day before departure I receive an SMS to confirm the order, it was in the morning, all morning, lunch, I tried to call the call center for this confirmation, but the attempts were in vain, because it was just busy, then there is no answer, and I called from different codes +375 33 and +375 29 and +375 25.....6180000....as they point out, I haven't gotten through all day (the answering machine usually works) and here, surprisingly, it was not! At 17.00, I received a notification again that if you do not confirm, the order will be canceled and my status will be changed.... i.e. I will look like an dishonest customer of their services! I tried to confirm my smile booth in my personal account, I received a notification that the order can only be confirmed with the operator! That's how??? Tell me!!! Where is the logic!! They didn't deign to find out during the day what was wrong with their connection, why people couldn't get through! And they sent a text message like they will change the status! Well, without hesitation, I wrote to the head office about my problem by e-mail! I was asked for the number to which the order was placed and a reply was sent stating that my order was confirmed! That's exactly what I'm talking about! If it was an elderly man, or a soldier who had a push-button phone (they should have), i.e. there was no Internet access, there was no e-mail, and there were no considerations that you need to go to the head office in Minsk! And that's it!!! The operators do not pick up the handset, there is no way to get through, and it turns out that they will also add it to the status of unscrupulous customers! Yes, if people worked in organizations like that, then measures would have been taken long ago! A big request to the head of this project smile beads! Reconsider the competence and approach to the work of your staff! This is very irresponsible! People should not suffer from the careless attitude of employees who have to take orders and confirm them! And if there are problems in the system, then you do not need to write that you urgently confirm or the order will be canceled! Come up with an additional way to communicate in an emergency! I hope that this will not happen again in the future!

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Екатерина Кравченко

Level 2 Local Expert

Good afternoon, today we were traveling along the Rechitsa-Minsk route. The exit from the bus stop was 5-47 (hospital). We couldn't call a taxi from 5 a.m., there were no cars, because of this we were exactly 1 minute late! The driver was called and asked to wait a minute, to which he just yelled and said to catch up with him on the coast, but we were already near the minibus, we managed to sit down! He just yelled at us again, situations are different, we were neither 10 nor 20 minutes late, but 1 minute!!! Then there is a sanitary stop. They took coffee, the rules in the minibus do not indicate anywhere that you can not take coffee to the salon, if so, hang it so that everyone can see. In 10 minutes of stopping, it is unrealistic for the whole minibus to go to the toilet, buy and drink coffee, which is still hot! And again, the driver is a terrible boor, he yelled, and we had to throw the whole coffee in the trash. Again, it would have been said politely and during the stop, then no problem. I haven't seen such a boor in a long time. The attitude towards passengers is simply disgusting! You need to choose adequate drivers, not rude people with an unbalanced psyche! Driver: Alexander Kapansky

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