There is a point program that can be used for travel. For the most part it is fairly straight forward and easy to use. The one exception however, is car rentals. It is insanely complicated. So much so that we cannot even do it for the customers, it must be done on the website, following explicit directions to the letter.
We invariably will get the customers who want the benefit without the work and will devise ways to try and get us to do it for them. Such was the case today...
The woman wanted to use her points to rent a car. I told her I could not do it for her and directed her to the website. She pretended not to understand what I was saying, so I gently told her again in simpler terms. I explained briefly that she would need to get the instructions on the website and basically that would entail, selecting a rental company that would accept a certificate in lew of payment, calling a special number for specific pricing, then booking the reservation on the website and then ordering a certificate for the price of the rental. Then she would need to mail or fax the certificate to the company before the day she needed to rent the car. It all must be done within a specific timeframe or you lose the points.
She acted confused. By this point I was starting to realize she didn't want to fuss with it, she wanted me to do it for her. Again I steered her to the website for instructions. She wanted me to verbally give her the instructions step by step so she could write them down as I gave them to her. Again, I told her they were on the website and she needed to get the instructions there.
She started to get frustrated when she realized I wasn't buying her helplessness and was not going to do it for her. Her parting shot was I "wasn't nice" and wanted me to transfer her to someone who could help her (do it for her).
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