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For those that don't know, I'm a travel agent in an emergency call center.
This woman wasn't necessarily sucky, just...well, you decide:
I receive my first call at 810a this morning. The following conversation ensues:
Woman: "Hi, I'm doing my expense report for xx date (last month), and I cant seem to locate my email that has the invoice for the flight. I need it to get reimbursed"
Me: *pulls up record* "Oh, I see. You wen't to xxx from xxx on xx date. The price was 322.00. I can definitely email it to you, but since it's past dated, I'm fairly certain the actual price won't show on the invoice. I'll certainly try it anyway, but if you pull it up and there's no price on it, unfortunately you'll have to call back tomorrow after 830a EST and ask for accounting. They'll be able to track it and get it to you right away"
Woman: "Ok thanks. Do you have my email address?"
Me: *checks history of record and recites email address*
Woman: "That's correct. Thanks!"
My day progresses further with the usual array of airport delays and dramatic hi-jinks involving the HORROR of our precious snowflake customers actually having to <gasp> wait in line to get reprotected for a canceled flight.
11:30a
Woman: "Hi, I called this morning about needing a copy of my invoice for my expense report. Maybe it was you I talked to?"
Me: "I think so. Is your name xxxxxx?"
Woman: "Yes."
Me: *Pulls up record, sees that the email went through 10 minutes after I spoke with her* "Ok, how can I help you?"
Woman: "I never received the email (emphasis mine, important). Perhaps there was a typo in the email address?"
Me: *repeats email address back and she agrees*. "Well, perhaps it's just a fluke that it didn't come through. I apologize. Is there a personal email address you'd like me to try?"
Woman: *recites email address*
Me: *repeats it back* "Ok, I'll try it again right away."
1:25pm
My phone rings, its my co worker.
CW: "Hey Peppergirl, did you talk to xxxxx about emailing an invoice? She is on the phone again saying she didn't get it. Shows in the record it went through twice."
Me: "Christ. I've told her that if she doesn't get it and/or it doesnt have the price, she needs to call accounting in the morning. You can send her through to me if you want. I'm not sure how to get through to her."
CW: "That's the funny part. After I told her that we sent it twice, and that if the price didn't show, she'd have to call accounting, she said 'oh, and they open at 830a tomorrow, right?'"
Me: *sigh* "Well, apparently SOME part of what I said sunk in."
CW and I have a chuckle and go back to work.
2:14pm
Different coworker calls my phone
CW2: "Hey Peppergirl, were you talking to xxxx about an invoice?"
Me:
"Don't waste your time with her. Just send her through. I don't know what to say or do to get through to her!"
Me: "This is Peppergirl, can I help you?"
Woman: "Yes, I'm trying to get an invoice for xxxx date so I can do my expense report."
Me: "Ma'am, I've sent it out twice, and I'm not sure why you're not receiving the emails, but I do show they've gone through. Unfortunately, even if you WERE to receive the email eventually, I'm fairly certain it won't have the price on it since it's from a past trip. I'm sorry to say you'll have to phone accounting in the morning and they'll get you a copy."
Woman: "Oh, I've received the emails with the itinerary attached, it just doesn't have the price on it. I need it for my expense report."
Me:
All day long she's been saying she didn't receive the EMAILS. Apparently all this time she HAS been getting the emails with the itinerary attached, but (as I suspected) the farking PRICE wasn't on it!!!
Me: "Ma'am, unfortunately since it's past dated, accounting will have to retrieve that for you. They open at 830am tomorrow morning. Better yet, how about if I have THEM call YOU?"
Woman: "That would be great, thanks!"
Keep in mind, at no time did she raise her voice or get snarky or anything like that. Im still scratching my head.
I'm also wondering what alternate language I suddenly speak, because clearly I havent been speaking ENGLISH all day long.
I hope (for their sake) accounting isn't busy in the morning and can call her right away.
This woman wasn't necessarily sucky, just...well, you decide:
I receive my first call at 810a this morning. The following conversation ensues:
Woman: "Hi, I'm doing my expense report for xx date (last month), and I cant seem to locate my email that has the invoice for the flight. I need it to get reimbursed"
Me: *pulls up record* "Oh, I see. You wen't to xxx from xxx on xx date. The price was 322.00. I can definitely email it to you, but since it's past dated, I'm fairly certain the actual price won't show on the invoice. I'll certainly try it anyway, but if you pull it up and there's no price on it, unfortunately you'll have to call back tomorrow after 830a EST and ask for accounting. They'll be able to track it and get it to you right away"
Woman: "Ok thanks. Do you have my email address?"
Me: *checks history of record and recites email address*
Woman: "That's correct. Thanks!"
My day progresses further with the usual array of airport delays and dramatic hi-jinks involving the HORROR of our precious snowflake customers actually having to <gasp> wait in line to get reprotected for a canceled flight.
11:30a
Woman: "Hi, I called this morning about needing a copy of my invoice for my expense report. Maybe it was you I talked to?"
Me: "I think so. Is your name xxxxxx?"
Woman: "Yes."
Me: *Pulls up record, sees that the email went through 10 minutes after I spoke with her* "Ok, how can I help you?"
Woman: "I never received the email (emphasis mine, important). Perhaps there was a typo in the email address?"
Me: *repeats email address back and she agrees*. "Well, perhaps it's just a fluke that it didn't come through. I apologize. Is there a personal email address you'd like me to try?"
Woman: *recites email address*
Me: *repeats it back* "Ok, I'll try it again right away."
1:25pm
My phone rings, its my co worker.
CW: "Hey Peppergirl, did you talk to xxxxx about emailing an invoice? She is on the phone again saying she didn't get it. Shows in the record it went through twice."
Me: "Christ. I've told her that if she doesn't get it and/or it doesnt have the price, she needs to call accounting in the morning. You can send her through to me if you want. I'm not sure how to get through to her."
CW: "That's the funny part. After I told her that we sent it twice, and that if the price didn't show, she'd have to call accounting, she said 'oh, and they open at 830a tomorrow, right?'"
Me: *sigh* "Well, apparently SOME part of what I said sunk in."
CW and I have a chuckle and go back to work.
2:14pm
Different coworker calls my phone
CW2: "Hey Peppergirl, were you talking to xxxx about an invoice?"
Me:
"Don't waste your time with her. Just send her through. I don't know what to say or do to get through to her!"Me: "This is Peppergirl, can I help you?"
Woman: "Yes, I'm trying to get an invoice for xxxx date so I can do my expense report."
Me: "Ma'am, I've sent it out twice, and I'm not sure why you're not receiving the emails, but I do show they've gone through. Unfortunately, even if you WERE to receive the email eventually, I'm fairly certain it won't have the price on it since it's from a past trip. I'm sorry to say you'll have to phone accounting in the morning and they'll get you a copy."
Woman: "Oh, I've received the emails with the itinerary attached, it just doesn't have the price on it. I need it for my expense report."
Me:
All day long she's been saying she didn't receive the EMAILS. Apparently all this time she HAS been getting the emails with the itinerary attached, but (as I suspected) the farking PRICE wasn't on it!!!
Me: "Ma'am, unfortunately since it's past dated, accounting will have to retrieve that for you. They open at 830am tomorrow morning. Better yet, how about if I have THEM call YOU?"
Woman: "That would be great, thanks!"
Keep in mind, at no time did she raise her voice or get snarky or anything like that. Im still scratching my head.
I'm also wondering what alternate language I suddenly speak, because clearly I havent been speaking ENGLISH all day long.
I hope (for their sake) accounting isn't busy in the morning and can call her right away.
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