I would like to point out something to start... the call center I'm at is one of 12, combined we can easily process over 20,000 reservations a day. The english speaking centers are Manilla (1000 agents), Bagio (sp? also with about 1000), Salt Lake (600 agents), Charleston (about 500 agents), and London and Sydney each have between 200 and 300... so y'all get the idea, huge numbers. Between the odds of an agent screwing up or a computer error reservations that for whatever reason don't go through don't happen often but aren't uncommon. Anyway, on with the story
me- priority club reservations, this is smileyeagle speaking, how may I help you
sc- I never got my confirmation email
me- and do you have your confirmation number available?
sc- no, I never got one, I assumed I'd get an email.
me- ok, do you have your priority club number available?
sc- yes it is 123456789 (one of these days I'm going to see if that is a valid number)
me- ok, I've pulled up your profile, and I don't see any reservations under that number.
me- perhaps it wasn't reserved under your member number, what was your name, date of arrival and hotel you were staying at.
sc- (gives information)
me- I'm sorry I don't see that in the system... it's possible that for some reason the reservation just didn't save.
sc- that's not possible, obviously the agent did something less than legit.
me- I doubt that, if it is an agent problem it's an agent that didn't finish the reservation properly, nothing more.
sc- well I gave her my credit card number, what else could they do with that without making a reservation
me- (thinking, yeah, they could just as easily steal your card and make the reservation) I'm sorry, but I have no idea what the other agent did, all I can do is offer to resend the reservation and make sure that it goes through this time.
sc- no, I think I need to be connected to the priority club account services so they can tell me how to cancel my priority club credit card to make sure that agent doesn't do anything with it.
me- I don't know if that is necessary, but please hold while I connect you.
after thinking about it I don't know if she is just uber paranoid... or as I think about it more wonder if she isn't some sort of scammer trying to get an excuse to cancel a credit card...
me- priority club reservations, this is smileyeagle speaking, how may I help you
sc- I never got my confirmation email
me- and do you have your confirmation number available?
sc- no, I never got one, I assumed I'd get an email.
me- ok, do you have your priority club number available?
sc- yes it is 123456789 (one of these days I'm going to see if that is a valid number)
me- ok, I've pulled up your profile, and I don't see any reservations under that number.
me- perhaps it wasn't reserved under your member number, what was your name, date of arrival and hotel you were staying at.
sc- (gives information)
me- I'm sorry I don't see that in the system... it's possible that for some reason the reservation just didn't save.
sc- that's not possible, obviously the agent did something less than legit.
me- I doubt that, if it is an agent problem it's an agent that didn't finish the reservation properly, nothing more.
sc- well I gave her my credit card number, what else could they do with that without making a reservation
me- (thinking, yeah, they could just as easily steal your card and make the reservation) I'm sorry, but I have no idea what the other agent did, all I can do is offer to resend the reservation and make sure that it goes through this time.
sc- no, I think I need to be connected to the priority club account services so they can tell me how to cancel my priority club credit card to make sure that agent doesn't do anything with it.
me- I don't know if that is necessary, but please hold while I connect you.
after thinking about it I don't know if she is just uber paranoid... or as I think about it more wonder if she isn't some sort of scammer trying to get an excuse to cancel a credit card...
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