... but still really stressful. This may be a general work chat topic so feel free to move it if need be.
ok, so I had a real WTF call today. The guy called in, by the time I spoke to him he had been on the phone to various call centers and hotels for over an hour and a half. So yeah he was a bit short and rude but I'd be too if I had been working on something for over an hour and a half...
anyway onto the wtf
me- you know
sc- not sucky, but stressful
me- how can I help you today
sc- I hope you can, I've been working on this for over an hour and a half. Around three in the afternoon I spoke to K in central reservations, she told me that there was no longer availability at Hotel A but found me a room in Hotel B. I gave her a credit card and she gave me a credit card, but when I called in when I had to cancel no one could find it with my confirmation number or my name.
me- ok, just to make sure, can I get your confirmation number?
sc- yes is it 6852xxxx (the first four numbers are very important to the story)
me- i'm sorry, I'm also not able to bring up that confirmation number, can I try with your name
sc- yes, my last name is smith (it really was, which made it really hard because we had nearly 30 different smith's staying in the city I was searching in for the night he said he had... none were his reservation)
me- and your first name please?
sc- yes it's (removed)
me-i'm sorry, I'm not seeing that reservation, can you hold for a while to check with my supervisor to see if he doesn't have some way to find it.
sc- sure
so I call the assist line, and I get T who is the coolest assist manager ever, he has saved my ass so many times, I owe him big
T- assist, you owe me, how can get your sine number again smileyeagle?
me- yeah, it's xxxx, and I may be owing you more by the end of the shift.
T- what did you do this time.
me- I didn't do anything this time... but this one is a hard one, I have a guest on the line, he says he made a reservation with K in the (city) central office (for the record, I know who he talked to, there is only one K who takes for that city) and I can't find his reservation under either his name or confirmation number.
T- okay, so let me bring up our miracle software to see what I can do... ok, and go ahead with his name and confirmation number.
me- ok, it's last name smith, first name (removed), arrival tomorrow, confirmation number 6852xxxx.
T- wow that is bizarre, I can't find it either, and that looks like it should be valid... did the caller say he made the reservation around 3 or 3:30?
me- yeah, how did you know?
T- because that's the first 4 digits that herman was assigning to confirmation numbers during that time period.
me- that is abnormal
we finally ended up having to hand it off to a guest relations case manager... it was a long day
ok, so I had a real WTF call today. The guy called in, by the time I spoke to him he had been on the phone to various call centers and hotels for over an hour and a half. So yeah he was a bit short and rude but I'd be too if I had been working on something for over an hour and a half...
anyway onto the wtf
me- you know
sc- not sucky, but stressful
me- how can I help you today
sc- I hope you can, I've been working on this for over an hour and a half. Around three in the afternoon I spoke to K in central reservations, she told me that there was no longer availability at Hotel A but found me a room in Hotel B. I gave her a credit card and she gave me a credit card, but when I called in when I had to cancel no one could find it with my confirmation number or my name.
me- ok, just to make sure, can I get your confirmation number?
sc- yes is it 6852xxxx (the first four numbers are very important to the story)
me- i'm sorry, I'm also not able to bring up that confirmation number, can I try with your name
sc- yes, my last name is smith (it really was, which made it really hard because we had nearly 30 different smith's staying in the city I was searching in for the night he said he had... none were his reservation)
me- and your first name please?
sc- yes it's (removed)
me-i'm sorry, I'm not seeing that reservation, can you hold for a while to check with my supervisor to see if he doesn't have some way to find it.
sc- sure
so I call the assist line, and I get T who is the coolest assist manager ever, he has saved my ass so many times, I owe him big
T- assist, you owe me, how can get your sine number again smileyeagle?
me- yeah, it's xxxx, and I may be owing you more by the end of the shift.
T- what did you do this time.
me- I didn't do anything this time... but this one is a hard one, I have a guest on the line, he says he made a reservation with K in the (city) central office (for the record, I know who he talked to, there is only one K who takes for that city) and I can't find his reservation under either his name or confirmation number.
T- okay, so let me bring up our miracle software to see what I can do... ok, and go ahead with his name and confirmation number.
me- ok, it's last name smith, first name (removed), arrival tomorrow, confirmation number 6852xxxx.
T- wow that is bizarre, I can't find it either, and that looks like it should be valid... did the caller say he made the reservation around 3 or 3:30?
me- yeah, how did you know?
T- because that's the first 4 digits that herman was assigning to confirmation numbers during that time period.
me- that is abnormal
we finally ended up having to hand it off to a guest relations case manager... it was a long day
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