the sc's have been like moths to the light today

[smileyeagle1021]

Ok, my shift is now about half over... and still I've already got enough for a post (and probably an update by the end of the day)

jedi mind tricks don't work on me

why is it that guests haven't figured out that when they ask if I will waive a fee and I say no that is exactly what I mean?

me- everyone's favorite reservationist
jdb- jedi douche bag
cl- clueless lady (with very thick accent)

me- reservation desk, this is smileyeagle speaking, how may I help you (wrong I know, my quality is slipping)
cl- yes, can you look at a reservation for me?
me- certainly, do you have the confirmation number?
cl- yes, it is 6xxxxxxx
me- ok, I have that for a Mr. jdb arriving on (I don't remember the exact date) staying 2 days, in a standard room, using the advance purchase rate of $350 per night.
cl- (something I really can't understand)...show on my credit card?
me- i'm sorry, did you ask when the charge will show on your card?
cl- yes
me- *looks at reservation history* ok, I'm showing this was made online earlier today, on that rate it is billed immediately but can take up to a week to show on your card.
cl- so I should see my refund in a week?
at this point I'm confused because first she's on a non cancelable, non refundable rate, and to my knowledge she never said cancel.
me- i'm sorry, but on that rate no refunds are issued, it is non cancellable
cl- can you hold for a moment
me- certainly
jdb- are you a representative of (hotel)
me- yes sir
jdb- and what is this about not getting a refund
me- that room was booked on the advance purchase rate, it cannot be cancelled or refunded.
jnd- no sir, I believe you will find that it can be cancelled.
me- I'm sorry sir, but that is company policy, no refunds are issued on advanced purchases
jdb- I don't think you understand, I will be getting a refund for this
-what the hell, is this like some jedi mind trick that you say it enough times and it happens
me- sir, I know for a fact that you are told 3 times prior to submitting your reservation that it cannot be cancelled, the email that was sent out said the same thing, so before you even called me you have already been told that it could not be canceled or refunded, and I'm saying it again
lather, rinse, repeat, more mind tricks, finally him threatening to call the corp offices and have me fired... good luck mr jedi

this is becoming a cliche

me- I'm sorry, but it appears that I no longer have any availability for those days. Would you like me to see if we have any sister properties nearby with availability?
sc- how can you be sold out?

ugh, could it be because people want to stay here... kinda like you want to...

know where you are calling

ok, I'm not even going to go into the dialog on this one... guest was upset because I couldn't find his corp rate at the hotel he called on the north side of the U of M campus... 5 long minutes later trying to figure out why I couldn't find this rate he swore we had... we found out that he really had the rate at the hotel on the south side of the U of M campus


please for the love of all things holy, know which hotel has your rate...

I'm sure I'll have more before my shift is done.

[Bright_Star]

Where's a good light saber when you need one?...lol.

[Pagan]

Ok, my shift is now about half over... and still I've already got enough for a post (and probably an update by the end of the day)

jedi mind tricks don't work on me

Welllll, today is a full moon and there's a total (where I am, not that I can see it with all the damn clouds) lunar eclipse on top of it.

You can always tell the Jedi mind tricks people, "I'm a Toydarian, tricks don't work on me, only money."

Hello, my name is Pagan and I'm a geek.

[ArcticChicken]

Hi, Pagan!

[Forensic Waitress]

You will do as I say not as I do.

Is my mind power working or is the firewall on my computer stopping it.

I just love when customers say that I will do something that I am not meant to do and expect it to happen. And those too dumb to actually read the fine print you guys don't just put it there for shits and giggles.

[smileyeagle1021]

I just love when customers say that I will do something that I am not meant to do and expect it to happen. And those too dumb to actually read the fine print you guys don't just put it there for shits and giggles.

Yup, that's exactly why the small print is... stuff we put in that we don't want you to read... uhuh...

Hello, my name is Pagan and I'm a geek.

from one geek to another

yeah, and my TM has told me that we need a meeting on saturday... I have a really bad feeling about this, TMs (almost) never have meetings on weekends unless it's for something bad

[Loudog1]

I can never understand why people continue to use that tired old threat of "I'm gonna get you fired." When has this ever worked on an employee who's following policy? When? Ever? And why the hell do they keep using that dumbass line. It's almost as bad as threatening a lawsuit for something that no lawyer would touch for fear of being disbarred for wasting everyones time on stupid shit.

I tried using logic on a customer like this once. Usually I just say "I understand what you're saying, and I apologize, but this is something we just cannot do" over and over in response to every trick they can think of to bait me into an arguement. But I decided to humor myself on this customer.

So...what you're saying is that you'll get me fired because I'm following company policy?"

SC - You're losing a customer and not providing customer service, I'm sure your manager will have lots to say to you about that!!!

But sir, if I do as you ask I'll be fired, why would I want to jeopardize my employment by doing as you request?

SC - blah blah blah, arguments that defy common sense placed here.

Ahh...I see. What you're saying is that I'll be fired because I'm doing exactly what my manager wants me to do and what the company expects of me right?

At this point they claim to know exactly what your boss wants you to do, yada yada yada. I then realized that I'm entertaining complete idiots and wasting my time and just went back to not engaging with these customers and just providing my auto-pilot responses. Works much better.

[zigcat]

SG = Snotty Girl.

ME = Yeah!

SG: I want the number to your corporate headquarters! (another tired empty threat)

ME: There is no number to corporate headquarters. We're locally owned and operated.

SG: You will give me the number to your corporate headquarters...now!

ME: Like I said, there is no corporate headquarters. There is only this store. You are welcome to call and speak to the owner if you'd like.

SC: You just won't give it to me because you know you'll get in trouble. But I'll find out!

ME: Shall I go into my 20 year history with this company. How I helped build this store. How I've been friends with the owner since before he bought into it? And how:

*your mind powers will not work on me...girl*

Oh and hi smileyeagle I worked at the same place you did way back in 1994. Still using the mac system?

[Becks]

I can never understand why people continue to use that tired old threat of "I'm gonna get you fired." When has this ever worked on an employee who's following policy? When? Ever?

Wasn't there a post about a member firing himself?

[smileyeagle1021]

Oh and hi smileyeagle I worked at the same place you did way back in 1994. Still using the mac system?

yup, still using macs... I'm sure we have upgraded a few times sense 94 though... we currently use mac minis with OSX (I believe it's Tiger) using Herman 4.73f (did they use Herman back then or were they running Holidex still?)

Though the news of the year is that we are switching to a completely new software, IRIS, I can hardly wait /sarcasm.

[Saydrah]

Anyone else think this jerk read the "How to Mind Control CSRs" on the Consumerist?

[smileyeagle1021]

Anyone else think this jerk read the "How to Mind Control CSRs" on the Consumerist?

do you think that would work in reverse... how to mind control SCs?

[morgana]

do you think that would work in reverse... how to mind control SCs?

That would presuppose a mind to control.

[Geek King]

That would presuppose a mind to control.

True. Small electric shocks work best.

[smileyeagle1021]

True. Small electric shocks work best.

wait, small electric shocks work... how do I get this installed on my phone at work... maybe this can be part of the upcoming equipment upgrade they are promising us