Thank goodness for the mute button
Seriously. I can't IMAGINE how you people deal with SC's face to face.
Today, a colleague of mine got a woman calling to complain about a 6 cent billing discrepancy which led me to recall one of my all time favorite "really?" moment EVER.
Me: Thank you for calling GR, this is dekydrose speaking. How may I help you?
SC: I am furious! I am so angry right now! The hotel has overcharged me!
Me: I'm sorry to hear that! I'll work with the hotel and find out what's going on. Which hotel was this?
SC: It was the Holiday Inn on *name street* in *name city and state*
Me: Ok, so what happened?
SC: Well, I was quoted a rate of $1297.66...I was charged (WAIT FOR IT...wait for it...wait for it....) $1297.69.
SC: This is an outrage. I demand the rate I was quoted!!!!
Me: Ok, sir...let me make sure I heard you correctly. You were quoted one thousand, two hundred, ninety seven dollars and sixty-six cents but were charged one thousand, two hundred, ninety seven dollars and sixty-nine cents?
SC: YES!!! And i talked to the manager and he just laughed at me! I demand this is fixed right away!
Me: Ok, sir...one moment, let me call the hotel for you..
So, as I try to contain my laughter, I call the hotel and get the GM
Me: Good morning, sir, my name is dekydrose, I'm with guest relations...I'm afraid we have a billing discrepancy here that needs to be resolved...it's for Mr. so and so
GM: Well, I'll get right on top of that! When did he stay?
Me: He just checked out today
GM: Ok, let me pull up his folio....ok...so Mr. so and so was charged $1297.69, no incidentals, nothing else I can see....is he referring to an authorization hold?
Me: No....um...he was supposed to be charged $1297.66.
Me: He was supposed to be charged $1297.66, sir...can you please credit him back the difference?
GM: Wait....3 cents? Really? REALLY? ::starts snickering::
Me: Sir, I am completely serious. I wish I were joking. I'm sorry..
GM: (Full out laughing) Ya, sure...I'll credit him back the, um, 3 cents (hysterical laughing)...the 3 cents right away.
Me: Thank you!
I go back and tell the guest who was satisfied.
ON A RESERVATION WHERE YOU ARE PAYING OVER 1,000 DOLLARS??!?!?!?!?!?!?!?!?
To this day, I still say that call...is very close to, if not the all time, best call ever.