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That's how long this SC took up over the course of two days to make a reservation. Three hours.
It started Wednesday night when she called around 10pm and kept my supervisor on the phone for an hour. She wanted all the different rates for all the different room types. After going through all that (and presumably writing it down), she then wanted all the information emailed to her!
Supervisor: "Just so you know, I'm leaving for the night, so I may not be able to send it until tomorrow."
SC: "That's okay. You send me the information. *click*"
Supervisor never got her name, let alone an email address, because she hung up without giving one.
Cue Thursday morning. She called up New Gal and kept her on the phone for an hour and a half doing the same thing. SC quoted a strange rate she said Supervisor gave her for a deluxe room type, which New Gal could not find anywhere in the system, so cue them going over all the rates again. SC asked New Gal to have Supervisor call back when he came back at 3pm. New Gal booked SC a tentative room in the meantime.
Right at 3pm, SC called about 3 times for Supervisor, who was busy. Both New Gal and I tried to assure her that he'd call her back. Supervisor called SC at 3pm, and he didn't get her off the phone until 4:27. It was even more going over rates. He told me later that a lot of it was just repeating the same info over and over. I only overheard a few bits:
Supervisor: "...no ma'am, we never discussed the deluxe room, the rate I quoted you yesterday was for a standard room..."
Meanwhile the phones are going nuts and it's just me and Supervisor running the show at that point since New Gal logged out of her phone to get caught up since for some reason she'd fallen behind, and with him tied up with the SC I have to wrangle the rest of the calls and check in guests, and I know some people waiting on hold just gave up because I couldn't get back to them in time.
Are we done? Nope. SC called back two more times, both times asking for Supervisor. One call surprisingly lasted only 10 minutes (not sure what that one was about). The other one happened about an hour and a half before Supervisor got off shift and took about 40 minutes. That tentative reservation New Gal made SC? It sent out an email confirmation, so cue 40 minutes of Supervisor trying to explain to SC that she would be getting an updated confirmation, that the email was the old arrangement made with New Gal and we needed time to type up a new confirmation, yada yada.
As of this morning, I discovered an email from Supervisor asking someone to type up and send those confirmations because he didn't have time last night because someone had kept him tied up for over an hour of his shift, which was busy even without having the SC eating up a disproportionate amount of his time. I'm working this morning. I wonder if I'll be getting a very long phone call wondering where those confirmations are...
I did make Supervisor a paper last night that had a target and "Plant face here" printed on it. I may need it this morning if she calls back again!
It started Wednesday night when she called around 10pm and kept my supervisor on the phone for an hour. She wanted all the different rates for all the different room types. After going through all that (and presumably writing it down), she then wanted all the information emailed to her!
Supervisor: "Just so you know, I'm leaving for the night, so I may not be able to send it until tomorrow."
SC: "That's okay. You send me the information. *click*"
Supervisor never got her name, let alone an email address, because she hung up without giving one.
Cue Thursday morning. She called up New Gal and kept her on the phone for an hour and a half doing the same thing. SC quoted a strange rate she said Supervisor gave her for a deluxe room type, which New Gal could not find anywhere in the system, so cue them going over all the rates again. SC asked New Gal to have Supervisor call back when he came back at 3pm. New Gal booked SC a tentative room in the meantime.
Right at 3pm, SC called about 3 times for Supervisor, who was busy. Both New Gal and I tried to assure her that he'd call her back. Supervisor called SC at 3pm, and he didn't get her off the phone until 4:27. It was even more going over rates. He told me later that a lot of it was just repeating the same info over and over. I only overheard a few bits:
Supervisor: "...no ma'am, we never discussed the deluxe room, the rate I quoted you yesterday was for a standard room..."
Meanwhile the phones are going nuts and it's just me and Supervisor running the show at that point since New Gal logged out of her phone to get caught up since for some reason she'd fallen behind, and with him tied up with the SC I have to wrangle the rest of the calls and check in guests, and I know some people waiting on hold just gave up because I couldn't get back to them in time.
Are we done? Nope. SC called back two more times, both times asking for Supervisor. One call surprisingly lasted only 10 minutes (not sure what that one was about). The other one happened about an hour and a half before Supervisor got off shift and took about 40 minutes. That tentative reservation New Gal made SC? It sent out an email confirmation, so cue 40 minutes of Supervisor trying to explain to SC that she would be getting an updated confirmation, that the email was the old arrangement made with New Gal and we needed time to type up a new confirmation, yada yada.
As of this morning, I discovered an email from Supervisor asking someone to type up and send those confirmations because he didn't have time last night because someone had kept him tied up for over an hour of his shift, which was busy even without having the SC eating up a disproportionate amount of his time. I'm working this morning. I wonder if I'll be getting a very long phone call wondering where those confirmations are...
I did make Supervisor a paper last night that had a target and "Plant face here" printed on it. I may need it this morning if she calls back again!
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