I had a customer this morning that called in to make a hotel reservation. From the get go he sounded very annoyed. I asked him if he had tried to book online at the website. Exasperated he tells me "Yes, of course."
So I continue to look up the hotel he wanted, gave him his total and asked him for his credit card number so I could access his point information.
"Don't you have a way to pull up my information?"
I politely tell him I am unable to get into his account information because I am travel and I need his credit card information to proceed with the reservation. By now he is getting irate, tells me I need to pass on a message at our next "meeting" that he is unsatisfied with how difficult we make it for our customers to use our services.
Wow. Really?? Would you have that same feeling if someone easily got that information and booked a trip to Paris on your dime? But that's different....
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