I just had a woman calling to get prices for two round trip tickets to Paris but wanted to get a copy for her attorney as the tickets are part of her divorce settlement.
Geeeez, I wonder who she's going with.....hmmm...
Wednesday, October 26, 2011
Click!
Lady calls me - she said that she had been disconnected 4 times and thinks it might have been a problem with her phone. It only took me 5 minutes to figure out that she was being disconnected on purpose.
After 5,275 questions - each after we had made it all the way through to the end of the booking. So, I had to undo all the passenger information - just so I could go back and look up the answers WHILE she complained that it was taking so long!
Trust me - it was not her phone that was disconnecting her - agents were dropping likes flies and falling on their hang up buttons!
After 5,275 questions - each after we had made it all the way through to the end of the booking. So, I had to undo all the passenger information - just so I could go back and look up the answers WHILE she complained that it was taking so long!
Trust me - it was not her phone that was disconnecting her - agents were dropping likes flies and falling on their hang up buttons!
It's too Hard...
This woman called wanting a hotel in Lake Tahoe, California. She wanted me to give her the names of all of the available hotels. I recommended she use the website.
She said "It's too hard to read and could I just give them to her?"
I told her I'd give her 3. So I named off the three I thought would meet her needs.
She asked me, "So, is that all there is?"
I told her "There are a hundred more!"
She wanted me to give her specific information about all the others. I'm sure I could have spent all day giving her every tiny detail about every single hotel in Lake Tahoe.
Instead I said Thank you for Calling...
The END.
She said "It's too hard to read and could I just give them to her?"
I told her I'd give her 3. So I named off the three I thought would meet her needs.
She asked me, "So, is that all there is?"
I told her "There are a hundred more!"
She wanted me to give her specific information about all the others. I'm sure I could have spent all day giving her every tiny detail about every single hotel in Lake Tahoe.
Instead I said Thank you for Calling...
The END.
Liar Liar part 2
I got a call from a woman who claimed to be having problems booking her reservation on the website. She told me she had a specific flight she wanted to be on and proceeded to give me the information.
When we got to the seating information she requested a specific seat number so she could sit next to her "sister". However, that seat wasn't available. So she gives me 3 other seat numbers. Then tells me she can book any of the seat numbers she had given me because she is a premium member. So I mentioned that I thought she wanted to sit next to her sister, You should have heard her back petal, uhhh, ahhh, well....ummm....
I guess her "sister" was sitting all over the plane?
When we got to the seating information she requested a specific seat number so she could sit next to her "sister". However, that seat wasn't available. So she gives me 3 other seat numbers. Then tells me she can book any of the seat numbers she had given me because she is a premium member. So I mentioned that I thought she wanted to sit next to her sister, You should have heard her back petal, uhhh, ahhh, well....ummm....
I guess her "sister" was sitting all over the plane?
Monday, October 24, 2011
10 Rules for Bookings
Rules for Booking a Reservation:
1. No matter how much you fuss, we cannot book a reservation in 15 seconds. Give yourself enough time for us to do it
2. If you are on the phone with us show some courtesy. Don't put us on hold while you take care of customers at work, don't answer that other line ringing, and I cannot stress this enough.... wait until you are finished with personal hygiene before calling us.
3. Be polite. We can send you to China.
4. Don't be such a tightwad. If you are booking a vacation package of $10,000 I will not listen to you whine about a $25 booking fee to have me book it for you.
5. We can tell a lie from a mile away. Your computer did not just go down changing the prices, you did not just step away from your computer, and the price was not what you say it was just 5 minutes ago.
6. We are required to verify what you tell us. We heard you the first time you told us where you wanted to go, we just need to verify.
7. Slow down. We can type but not 200 words per minute. If you rattle off 20 things a nano- second after saying hello we won't get all of it. Also, see above.
8. Crappy cell phones should be banned. Also, don't call us if you are driving in your car. It is much too dangerous.
9. Keep in mind we do not set the prices, the policies, the procedures or availability. Getting angry with us may make you feel better but it won't change a thing.
10. Be nice
1. No matter how much you fuss, we cannot book a reservation in 15 seconds. Give yourself enough time for us to do it
2. If you are on the phone with us show some courtesy. Don't put us on hold while you take care of customers at work, don't answer that other line ringing, and I cannot stress this enough.... wait until you are finished with personal hygiene before calling us.
3. Be polite. We can send you to China.
4. Don't be such a tightwad. If you are booking a vacation package of $10,000 I will not listen to you whine about a $25 booking fee to have me book it for you.
5. We can tell a lie from a mile away. Your computer did not just go down changing the prices, you did not just step away from your computer, and the price was not what you say it was just 5 minutes ago.
6. We are required to verify what you tell us. We heard you the first time you told us where you wanted to go, we just need to verify.
7. Slow down. We can type but not 200 words per minute. If you rattle off 20 things a nano- second after saying hello we won't get all of it. Also, see above.
8. Crappy cell phones should be banned. Also, don't call us if you are driving in your car. It is much too dangerous.
9. Keep in mind we do not set the prices, the policies, the procedures or availability. Getting angry with us may make you feel better but it won't change a thing.
10. Be nice
WISCONSIN?
A woman was wanting to book a hotel in Kowloon. The problem was she had a very strong accent. The agent was trying her best to figure out what hotel she was wanting to book. It sounded like "Wisconsin", so she asked the woman if that was correct. The woman responded that yes that was correct. The agent had no luck at all finding this hotel so she finally asked her to spell it for her.
R-I-T-Z C-A-R-L-T-O-N
R-I-T-Z C-A-R-L-T-O-N
Friday, October 21, 2011
Where oh Where....
This seems to be a recurring theme among some travelers. They will call us up and say something like:
"I want to go somewhere".
"I'll be happy to help. Where would you like to go?"
"Oh, I don't know.... what do you think?"
" How about Italy?"
"Oh no, too expensive."
"Would you like a beach vacation, a theme park vacation, skiing, or historical tours maybe?"
"Well...no. I've already done all those things."
"So what can I help you with?"
"Humph, you aren't being very helpful!"
"I want to go somewhere".
"I'll be happy to help. Where would you like to go?"
"Oh, I don't know.... what do you think?"
" How about Italy?"
"Oh no, too expensive."
"Would you like a beach vacation, a theme park vacation, skiing, or historical tours maybe?"
"Well...no. I've already done all those things."
"So what can I help you with?"
"Humph, you aren't being very helpful!"
Friday, October 14, 2011
Take a Little, Take a Lot... It's All the Same
An executive assistant called to book travel for her boss. She had a corporate card where about 4 million dollars had been charged on it. Her boss traveled a lot so that card was out there everywhere, hotels, airlines, restaurants, trendy shops, you name it. In the course of the conversation she mentioned that they had had some problems with fraudulent charges appearing on the card.
She told me her boss had notified her there were fraudulent charges showing up on the card originating from somewhere in the south. No one had been any where near there so she looked into it.
That's when she discovered someone had somehow gotten the card, charged a bucket of chicken at KFC for $20, then headed on over to Walmart and spent $300.00 on merchandise.
The penalty is the same if you charge $20 or $20,000! You seriously would risk that for a $20 bucket of chicken and some Walmart merchandise???
She told me her boss had notified her there were fraudulent charges showing up on the card originating from somewhere in the south. No one had been any where near there so she looked into it.
That's when she discovered someone had somehow gotten the card, charged a bucket of chicken at KFC for $20, then headed on over to Walmart and spent $300.00 on merchandise.
The penalty is the same if you charge $20 or $20,000! You seriously would risk that for a $20 bucket of chicken and some Walmart merchandise???
Tuesday, October 11, 2011
Flushers be Gone
I cannot stress this enough... If you are on the phone with us do not call us from the restroom!
We do not want to hear what hits the bowl, or hear the flush, the running water as you wash up, the towels being wadded up and hitting the receptacle. It's gross. It's obnoxious. We do not want to hear it. Call us after you are finished and out of the facilities.
Yuck.
We do not want to hear what hits the bowl, or hear the flush, the running water as you wash up, the towels being wadded up and hitting the receptacle. It's gross. It's obnoxious. We do not want to hear it. Call us after you are finished and out of the facilities.
Yuck.
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