tl;dr I fucked up
I work for a car rental company as a specialist. Basically when a customer demands a supervisor I take the call, even though I’m not really a supervisor, but I get better tools to work with.
It was a pretty decent day, customers were willing to cooperate, documented some stuff, refunded some reservations… then I get this bitch.
H: HenriquesDumbCousin K: Karen
H: Hello, this is HenriquesDumbCousin, I’m a supervisor for Reservations, with whom do I have the pleasure to speak with today?
K: Yes, I have this reservation and I want to apply this discount code, and your previous agent refused to help me out.
H: I apologize for the inconvenience, I’ll help you out.
Karen provides me her reservation number, then the discount code. When I try to modify the reservation, it shows that everything is sold out. Basically it’s a way for the system to tell me that current reservations cannot be modified, and we cannot make new ones during that period of time.
H: I apologize, but when I apply that coupon it shows that everything is sold out. It’s doesn’t mean that everything is sold out, you still have your rental, but the fleet is so limited that it won’t allow us to modify the reservation or create new ones.
K: Then cancel this one and create a new one.
Bitch basically ignored everything I just said.
H: Well, I’ll give it a shot. Let’s leave this reservation as it is without modifying in case it doesn’t allows me to create a new one, that way you don’t have nothing to worry about.
K: You don’t get it HenriquesDumbCousin, there’s a lot to worry about. (the hell?)
As I predicted, it was impossible to create a new reservation, but at least the customer still had her current reservation.
H: I apologize, it’s not possible to create a new one, and because right now the fleet is limited, it won’t allow me to modify the reservation.
K: You’re just refusing to do your job, I’m here and there are plenty of cars, you just don’t want to help me.
H: I apologize, there’s nothing I can do.
She gets upset, requests my name. Like every Karen, she wants my last name, which of course I cannot provide. She wants my employee number, which again, I cannot provide. I offer to give her the Case ID where I’ve documented everything and tell her that if she wants to file a complain, she can call Customer Service tomorrow.
K: I’ll be speaking with customer service and I’ll tell them that you purposefully refused to help me despite the fact that there were tons of cars in here, alright HenriquesDumbCousin?
Goddammit, why didn’t I just finished the call…
H: Well, I’ll be documenting everything that happened, that the system refused to accept the discount…
Don’t do it!
H: Quite honestly, lying won’t do you any good.
K: Did you just call me a liar?
HenriquesDumbCousin used Backpedal!
H: … modifying the truth won’t do you any good.
It’s not very effective…
I gave her exactly what she wanted. In an extremely condescending, smug voice:
K: Ohhh HenriquesDumbCousin… tsk tsk tsk
I can hear her tell to the counter “this supervisor just called me a liar”
H: I already explained you that it couldn’t be done, you were going to tell Customer Service that I purposefully refused to help you when that was not the case.
K: Alright HenriquesDumbCousin, thank you very much, it’s been a pleasure.
The worst part is that Karen wasn’t even the customer, it was either her assistant or daughter, can’t recall. Overall, I fucked up, big time. Explained my supervisor what happened, she simply told me to document everything, and while initially supportive she eventually said “… but you did say the word ‘lying'”, which basically confirms my fears that there will be consequences.
Plenty of agents have been fired for less than this. We’ll see what happens tomorrow.