This little gem, unfortunately, I didn't have the pleasure of handling. I could've gotten even more passive aggressive than Em, just to make the woman's head explode out of spite.
A little bit of history: I work for a timeshare company and it is my job to book reservations for our owners. As an owner of resort X, you have the right to book reservations at that particular resort up to 13 months in advance; if you want to book reservations at resort Y, regardless of your VIP status, you will have to wait to the 10 month (prior to check-in) mark to book at Y resort. This is done to ensure fairness to *all* our owners when it comes to making reservations. Thus, the closer you get to the day you want to travel, the harder it is to get a reservation, period. i.e. you can't call to find 7 nights in Orlando for 11/11/07 if you're calling on 11/10/07 and expect to find availability...even if you're calling to book at X resort (which you own at)....
Well, you can expect it, its just not going to happen unless Lady Luck decides to be nice to you.
BUT I WANT IT!
Its an unusually slow break in the call center and its so quiet you can hear a paper cup filled with pens get knocked over from across the floor. We're all busy trying to keep ourselves from going crazy...for example, I was reading the CS boards, minding my own business when all of a sudden we heard this one-side of the conversation.:
Em: Ma'm, I understand your situation and I know how frustrated you may be at being notified that we do not have any availability at X resort, but you're calling in to get two weeks in a four bedroom presidential checking in next Friday... its just not possible.
lady says something, to which Em just makes a face and strangles at the air.
Em: m'am....m'am.... would you please calm down? I can't help you if you're... m'am....
more furious yelling at the other end, obviously.Em starts tugging at her hair.
Em: No. I cannot do tha-- yes, I do understand that you are a platinum owner and that you own at X resort, but that does not give you the right to kick someone else out of the unit they've booked MONTHS ahead of time just so that you can have it!
more whining at the other end of the line, Em stands up and starts pacing at her cubicle.
Em: No offense m'am, I don't care if you own 9 million points through our company, you cannot and will not kick someone else out of a place they have already reserved just so that you can enjoy two weeks at X resort....that is absolutely rude and inconsiderate on your behalf. at this point, em slams her hands on her desk. Again, I don't care if you own 9 millions points, m'am. If we did this for you, we have to do it for everybody else and you would then not like it when you get kicked out when an owner who owns ONE BILLION more points than you decides to kick you out of the unit you've already booked because he can't find anything else. AND if you wish to complain, I would be more than happy to transfer you to the department that handles these issues.
Em then proceeded to force the woman to the department before she can bitch any further.
The call center supervisor then came by twenty minutes later with the other woman who took the call after Em.
The Sup. had Em log off on personal time and took her out for ice cream and had this to say:
"So that woman's selling her timeshare. She asked me what I thought about losing such a valuable customer and I stated that (company) would rather have 9 thousand standard accounts than have to deal with her in the future."
xD
I love that Sup.
A little bit of history: I work for a timeshare company and it is my job to book reservations for our owners. As an owner of resort X, you have the right to book reservations at that particular resort up to 13 months in advance; if you want to book reservations at resort Y, regardless of your VIP status, you will have to wait to the 10 month (prior to check-in) mark to book at Y resort. This is done to ensure fairness to *all* our owners when it comes to making reservations. Thus, the closer you get to the day you want to travel, the harder it is to get a reservation, period. i.e. you can't call to find 7 nights in Orlando for 11/11/07 if you're calling on 11/10/07 and expect to find availability...even if you're calling to book at X resort (which you own at)....
Well, you can expect it, its just not going to happen unless Lady Luck decides to be nice to you.
BUT I WANT IT!
Its an unusually slow break in the call center and its so quiet you can hear a paper cup filled with pens get knocked over from across the floor. We're all busy trying to keep ourselves from going crazy...for example, I was reading the CS boards, minding my own business when all of a sudden we heard this one-side of the conversation.:
Em: Ma'm, I understand your situation and I know how frustrated you may be at being notified that we do not have any availability at X resort, but you're calling in to get two weeks in a four bedroom presidential checking in next Friday... its just not possible.
lady says something, to which Em just makes a face and strangles at the air.
Em: m'am....m'am.... would you please calm down? I can't help you if you're... m'am....
more furious yelling at the other end, obviously.Em starts tugging at her hair.
Em: No. I cannot do tha-- yes, I do understand that you are a platinum owner and that you own at X resort, but that does not give you the right to kick someone else out of the unit they've booked MONTHS ahead of time just so that you can have it!
more whining at the other end of the line, Em stands up and starts pacing at her cubicle.
Em: No offense m'am, I don't care if you own 9 million points through our company, you cannot and will not kick someone else out of a place they have already reserved just so that you can enjoy two weeks at X resort....that is absolutely rude and inconsiderate on your behalf. at this point, em slams her hands on her desk. Again, I don't care if you own 9 millions points, m'am. If we did this for you, we have to do it for everybody else and you would then not like it when you get kicked out when an owner who owns ONE BILLION more points than you decides to kick you out of the unit you've already booked because he can't find anything else. AND if you wish to complain, I would be more than happy to transfer you to the department that handles these issues.
Em then proceeded to force the woman to the department before she can bitch any further.
The call center supervisor then came by twenty minutes later with the other woman who took the call after Em.
The Sup. had Em log off on personal time and took her out for ice cream and had this to say:
"So that woman's selling her timeshare. She asked me what I thought about losing such a valuable customer and I stated that (company) would rather have 9 thousand standard accounts than have to deal with her in the future."
xD
I love that Sup.
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