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“I’ve been a customer for nearly 20 years, you’ll have to figure it out”

I work for a car rental company as an escalation agent. Basically when a customer demands a supervisor I take the call.

Mobile format, so apologies in advance for any typo.

H: HenriquesDumbCousin
C: Customer

H: Thank you for calling Rental Car company, my name is HenriquesDumbCousin, may I have your name?

C: Customer.

H: Thank you, and how can I assist you today?

C: I’ve been on the phone for more than an hour.

So apparently the customer had booked a Reservation for a trip he had next month, but was still waiting for the confirmation number.

I offered to look for the Reservation number, and asked what was the pick up location.

C: New York.

H: What location in New York?

C: I don’t know.

… what?

H: … you don’t know where you’re picking up the vehicle?

C: (slowly getting agitated) No, the agent looked at many locations in New York, found me a good rate, I gave her my information, my profile, redeemed some points for a free day, but I’m still waiting for a confirmation e-mail.

H: (still baffled, considering that New York is PRETTY fucking big) But you don’t know where you’re picking it up?

C: That’s why I’m waiting for the e-mail!

H: What’s your profile number sir?

Customer gives me his profile number. As expected, I don’t see any reservation under his name. I use all the tools I have at my disposal, no luck, so I conclude that the customer doesn’t have a reservation.

C: But the agent I spoke with used my points.

That’s another thing that caught my attention, he had 0 points.

H: That’s odd, because points can only be used to get free days or counter products for a reservation, so it makes no sense that they were used if there’s no reservation or anything.

C: Well, I had points this morning, now I don’t.

H: You sure you don’t have another profile?

C: No.

Maybe the points expired, I don’t have the tools to know. The customer then tells me to book him a reservation. Normally I wouldn’t have a problem with this (despite the fact that this call is already longer than it should) except for the fact that he wants to redeem points for one day.

Since he had 0 points, there was no way I could give him the same rate. I suggested to connect him to a department that handles points.

C: How is that going to help me?

H: Well sir, your problem are the points, so I’ll connect you to a department that handles points (good old Customer Service).

C: No, I want you to book me the reservation and I want the same rate I was given.

H: Without the points that’s not possible sir.

C: I’ve been a customer for nearly 20 years, you’ll have to figure something out.

H: No sir, have a beautiful day.

*Click*

Pretty weird call.

What do you think?

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