I work for an inbound call center. Most people are normal, just want to get their stuff done and get off the phone, but occasionally you get someone who, I’m certain, just needs someone to yell at. This was one such person.
To preface this: The guy called in because he had prepaid for a room and told me the front desk wouldn’t allow his guest to check in. AFTER I spent some time figuring out what happened and getting them to check the guest in, the following happened.
Me=Me, DB=Douche Bag
Me: Thank you for your patience, Mr. DB, I was able to get the problem fixed and your guest has been checked into their room now. Was there anything else I could do for you today?
DB: Yes, you can tell me WHY they weren’t allowed to check in.
Me: Well, while you did prepay for the room and tax, you did not notate on the authorization form that you wanted incidentals covered too. As security protocol dictates, we were not allowed to use the same CC for the incidentals, which means your guests had to provide their own for incidentals. This caused a hold up, but they are in now, and everybody is settled.
DB: WHY WOULD YOU MAKE THEM PAY FOR THEIR OWN INCIDENTALS? THIS IS UNACCEPTABLE!
Me: As I said, you did not state incidentals on your authorization form and we can only use the CC on file for what you authorize.
DB: THIS MAKES NO SENSE!! WHY DO YOU CARE IF MY CC INFO GETS USED WRONG?
Me: [eye rolling], We care because we want our guests to have the best experience they can. Also this is our protocol.
DB: [this is where it gets interesting] WHERE ARE YOU EVEN FROM? YOU DONT SOUND BRITISH!!
Me: I’m not British sir, I’m American.
DB: WHY THE FUCK AM I TALKING TO AN AMERICAN!!!???
Me: Because our luxury properties like to keep their front desk staff available to help guests in house, so if you pressed one for reservations (he did), your call goes to one of our agents in America.
DB: I DON’T WANT TO TALK TO AN AMERICAN! I WANT TO TALK TO THE HOTEL DIRECTLY!
Me: Well we have already gotten your problem fixed, so we really are done here, but I can certainly get you to the hotel directly if you’d like…
DB: DON’T YOU DARE TRANSFER ME!!! I’M SO SICK OF BEING TRANSFERRED WHEN I NEED TO SPEAK TO SOMEONE!!!
Me: I’m uncertain how to help you then sir. If you’d like to speak to them, I MUST transfer the call, as I’m not IN England. But we have fixed the problem already, so I’m not sure we even need them.
DB: I CAN’T BELIEVE YOU ARE UNWILLING TO HELP ME! JUST GET THE FRONT DESK ON THE PHONE FOR ME!
Me: Of course sir, please hold while I connect you.
DB: DON’T YOU DARE TRANSFER ME!!!!! I REFUSE TO BE TRANSFERRED!!
At this point, I was really just at a loss as to what to do. He went on for another full minute or so on how rude it was to make him speak to an American when he wanted someone in England. And how dare we transfer him when he needs to speak to someone else.
I’m convinced he just needed someone to yell at, and I was that lucky someone!