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Ugh.
So, today I had my break at work interrupted due a couple getting pissy at my coworker because she couldn't find their booking in the system. She was already having a bad day and these two people weren't helping the situation at all. And they were already worked up into a frenzy before I made my way to the front desk to speak to them.
Of course, they wouldn't listen to me when I was trying to calmly find out what happened and attempt to find a solution. Ugh.
This morning they had apparently used our online system to try to book a couples' massage and assumed that it had been successfully booked, despite nothing showing that it was confirmed. They even showed me the automated responses the system gave them, and they were pissed right off that we did not have appointments for them when they arrived. Afterall, they'd apparently rearranged their entire day around this appointment they assumed they had successfully booked. Only to find out that they didn't have anything booked.
The missus showed me her phone, insisting that they had booked the appointment, and when I flicked through the chat she had with the bot there was absolutely nothing that indicated that an appointment had been made. She was basing the alleged booking on the fact that the bot had responded "Thank you" to something that had nothing to do with the booking itself.
I calmly explained how the onling booking system/chat works and that it clearly showed that there were not any bookings made, and that the time slot they claimed they had booked for had not been available for over a week, nor was there anything available today where I could somehow squeeze them in for even a 30 minute massage.
They both continued to freak out at me because it wasn't their fault that they assumed that they had an appointment, and they further reiterated that they had arranged their entire day around this appointment they assumed they had. No amount of me apologizing or trying to explain anything to them helped, so I finally told them that there was clearly nothing I could do for them today that would appease them so there was nothing further I could do.
I would happily have made proper bookings for them for another day, but there was absolutely no way I could have gotten them into today - there simply was no availability to fit them in. And if they had actually gotten to the point of attempting to book these massages for today the bot would have advised them that there was no availability anyway. But instead of listening to me and letting me help them, they just got louder and louder, saying they were going to spread the word that we were horrible and had lousy customer service.
And after they left they sent a nasty email that stated that I was accusing them of being stupid and not being willing to help them out. It went directly to my boss, who then showed it to me. We had already discussed what had happened because she heard the male party of the couple raising his voice. She shared the email with me because she knew full well that I was not rude and that I tend to go above and beyond for customers - when they aren't being complete assholes to begin with.
She is going to reach out to them tomorrow to 'try to smooth things over', but I really don't give a shit if these two ever come back. Expecting me to pull non-existent appointment spots out of my ass and then yelling at me when I won't bend over and kiss their asses is not about to make me ever welcome them back. I don't give a flying fuck how much money they spent at the spa in the past because if it were up to me they wouldn't be welcome back.
Not once did I place the blame on the missus for not understanding that the appointments had not been booked. I only attempted to explain to her that unless the bot specifically used the word 'confirmed' that unfortunately the appointments were not confirmed...and that was met with 'we tried to call but nobody answered!' Which is a pile because our answering system/bot would have registered that as well and there was nothing in the queue to support this. I firmly believe that their accusations against me is due to the fact that they don't want to admit to being the ones entirely at fault for not understanding that they had not actually booked an appointment, and they have probably gotten what they wanted by acting like entitled assholes in the past so felt that it would work on me.
I think they were more pissed off that I could not just cancel other people's appointments to fit them in. Threats to call all their friends and family to cancel does not magically change anything...and yes, they did talk some of their family into cancelling - we got a cancellation from one of their family members just as I was leaving for the day.
I've got a feeling that the higher amount of entitlement we've been seeing at work is going to eventually push me out the door and onto medical leave again. I don't know how much longer I am going to be able to deal with the sheer amount of entitled behaviour and associated bullshit I will be able to handle before I lose what's left of my mind. Right now I'm ready to blow up at the next fucking idiot that tries to blame me for their own misunderstanding or whatever other bullshit they try to lay on me...and it won't be pretty.
So, today I had my break at work interrupted due a couple getting pissy at my coworker because she couldn't find their booking in the system. She was already having a bad day and these two people weren't helping the situation at all. And they were already worked up into a frenzy before I made my way to the front desk to speak to them.
Of course, they wouldn't listen to me when I was trying to calmly find out what happened and attempt to find a solution. Ugh.
This morning they had apparently used our online system to try to book a couples' massage and assumed that it had been successfully booked, despite nothing showing that it was confirmed. They even showed me the automated responses the system gave them, and they were pissed right off that we did not have appointments for them when they arrived. Afterall, they'd apparently rearranged their entire day around this appointment they assumed they had successfully booked. Only to find out that they didn't have anything booked.
The missus showed me her phone, insisting that they had booked the appointment, and when I flicked through the chat she had with the bot there was absolutely nothing that indicated that an appointment had been made. She was basing the alleged booking on the fact that the bot had responded "Thank you" to something that had nothing to do with the booking itself.
I calmly explained how the onling booking system/chat works and that it clearly showed that there were not any bookings made, and that the time slot they claimed they had booked for had not been available for over a week, nor was there anything available today where I could somehow squeeze them in for even a 30 minute massage.
They both continued to freak out at me because it wasn't their fault that they assumed that they had an appointment, and they further reiterated that they had arranged their entire day around this appointment they assumed they had. No amount of me apologizing or trying to explain anything to them helped, so I finally told them that there was clearly nothing I could do for them today that would appease them so there was nothing further I could do.
I would happily have made proper bookings for them for another day, but there was absolutely no way I could have gotten them into today - there simply was no availability to fit them in. And if they had actually gotten to the point of attempting to book these massages for today the bot would have advised them that there was no availability anyway. But instead of listening to me and letting me help them, they just got louder and louder, saying they were going to spread the word that we were horrible and had lousy customer service.
And after they left they sent a nasty email that stated that I was accusing them of being stupid and not being willing to help them out. It went directly to my boss, who then showed it to me. We had already discussed what had happened because she heard the male party of the couple raising his voice. She shared the email with me because she knew full well that I was not rude and that I tend to go above and beyond for customers - when they aren't being complete assholes to begin with.
She is going to reach out to them tomorrow to 'try to smooth things over', but I really don't give a shit if these two ever come back. Expecting me to pull non-existent appointment spots out of my ass and then yelling at me when I won't bend over and kiss their asses is not about to make me ever welcome them back. I don't give a flying fuck how much money they spent at the spa in the past because if it were up to me they wouldn't be welcome back.
Not once did I place the blame on the missus for not understanding that the appointments had not been booked. I only attempted to explain to her that unless the bot specifically used the word 'confirmed' that unfortunately the appointments were not confirmed...and that was met with 'we tried to call but nobody answered!' Which is a pile because our answering system/bot would have registered that as well and there was nothing in the queue to support this. I firmly believe that their accusations against me is due to the fact that they don't want to admit to being the ones entirely at fault for not understanding that they had not actually booked an appointment, and they have probably gotten what they wanted by acting like entitled assholes in the past so felt that it would work on me.
I think they were more pissed off that I could not just cancel other people's appointments to fit them in. Threats to call all their friends and family to cancel does not magically change anything...and yes, they did talk some of their family into cancelling - we got a cancellation from one of their family members just as I was leaving for the day.
I've got a feeling that the higher amount of entitlement we've been seeing at work is going to eventually push me out the door and onto medical leave again. I don't know how much longer I am going to be able to deal with the sheer amount of entitled behaviour and associated bullshit I will be able to handle before I lose what's left of my mind. Right now I'm ready to blow up at the next fucking idiot that tries to blame me for their own misunderstanding or whatever other bullshit they try to lay on me...and it won't be pretty.
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