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Background: Emergency travel call center. I'm currently working 3rd shift by myself and there are normally 2 people.
For added fun, most of you have heard about the weather that is traveling across the US. Yeah - great time to be short-staffed.
/end background.
Right now, I'm sitting on hold with an airline and the current hold time is 35 minutes. The customer's flight was cancelled for tomorrow due to the storm and I'm holding to see when they can reschedule him.
The kicker? The customer had already called the airline directly (after he heard about the cancellation) and hung up when he heard the hold time was 20 minutes.
So he called the travel agency (which rolled to me due to the hour) and wants me to do something about it. I advised that I'd have to call the airline just like everyone else, and the call time is currently 35 minutes.
Moral of the story: He likely could have already been helped (with a shorter hold time) if he had just been patient and not been such a freakin' narcissist.
Asshole. Serves him right.
Bonus suck: While I sit on hold with this airline and this crybaby, I currently have 6 calls on hold, waiting for help. Can't do anything about it though - so they'll sit there till I get finished, or until they give up and hang up.
I love my job.
Bonus suck x 2: I finally got through to the airline and got disconnected. Now I get to redial and start the process over again.
For added fun, most of you have heard about the weather that is traveling across the US. Yeah - great time to be short-staffed.
/end background.
Right now, I'm sitting on hold with an airline and the current hold time is 35 minutes. The customer's flight was cancelled for tomorrow due to the storm and I'm holding to see when they can reschedule him.
The kicker? The customer had already called the airline directly (after he heard about the cancellation) and hung up when he heard the hold time was 20 minutes.
So he called the travel agency (which rolled to me due to the hour) and wants me to do something about it. I advised that I'd have to call the airline just like everyone else, and the call time is currently 35 minutes.
Moral of the story: He likely could have already been helped (with a shorter hold time) if he had just been patient and not been such a freakin' narcissist.
Asshole. Serves him right.
Bonus suck: While I sit on hold with this airline and this crybaby, I currently have 6 calls on hold, waiting for help. Can't do anything about it though - so they'll sit there till I get finished, or until they give up and hang up.
I love my job.
Bonus suck x 2: I finally got through to the airline and got disconnected. Now I get to redial and start the process over again.
The number I dial to transfer people connects them to the same phone system they can dial from outside. There's no way to bypass it.
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