A customer called and asked for a specific agent. Because we work in a virtual call center we don't have direct extensions, the calls rollover to the next available agent. I explained that to the caller and offered to help him myself.
We looked up the flight/hotel he had looked at the day before. As it turned out the package he was wanting to book had changed prices since then. Of course, it had gone up.
He was upset and asked again for the agent he had spoken to the day before. He was certain she could give him the price he saw the day before if he could just speak with her. I explained again why that was not possible and that we had dozens of call centers and hundreds of agents. He hung up.
A few minutes later I get the same man again. Again he asked for the agent he had spoken to the day before and again I explained to him why he would not be able to speak her.
"Well," he said, "I'm just going to keep calling until I get her."
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