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So to preface, I was working sales for a very large cruise line and yesterday was my last day on the phones. I’ve only been working there for a few months and tbh, that was well past my expiration there. Ive worked customer service for much of my life but man, i’ve never met such entitled customers than I have in this job.
I was hoping for a semi normal day where maybe I’ll make a few sales and call it quits and I wanted to atleast leave on good terms. But man, what a day. Every single call I had yesterday was an experience but my very last phone call topped it. I had 5 minutes left of my shift so I was like great, I’ll take my last call. Looking back now, I should have stayed in ACW or personal and called it but whatever. And here’s how that phone call went:
Customer= C
Me= M
C: yeah I want to book a cruise. I have xx amount in credits I want to apply.
M: sure let me take a look! Yup, I can confirm, you have xx in credits, did you have a ship/sail date in mind you’d like to sail?
C: yeah but first, I’ll let you know right now, I have 200$ of onboard credit from my cancelled sailing for a promotion or something
M: oh, okay! Usually whenever we rebook cruises, the onboard credit falls off as you’d be booking with todays promotion but I’ll definitely take a look!
C: listen here, it wasn’t a promotion, it was because of xx incident so if you say anything else, I’m going to demand a manager
M: *obviously peeved now* sure I’ll take a look and I do see that was from an incident. I’ll have to speak to xx department to escalate and have that applied. While we wait, let’s take a look at rooms
M: okay so if you’d like this room, you can apply xx credits to it because it can only be applied to cruise fare, not taxes and fees as those are always refunded when bookings are cancelled
C: *starts to get more upset* that’s ridiculous, im not paying taxes because I paid for it on my last reservation! So you better apply it to my reservation (I literally can’t)
*Upon further research from our other team that’s working on this reservation while I’m working with the guest, we do find he wasn’t refunded due to system error for taxes so we get that corrected and set up a refund today. Although I wanted to hang up badly, I also know it was an error on our side so I wanted that corrected so somebody else didn’t have to deal with this asshat. We get it fixed though and I proceed to let him know
M: alright so good news, we got the onboard credit set up for you as well as the the taxes and port fees from before refunded so you can expect that in 30-45 days.
C: yeah whatever. Just letting you know that I am ready to fight you for every cent so you better make sure that’s correct
M: *really tempted to hang up now but so close to finishing* yeah I’m sure, alright everything’s all set, is there anything else I can help you with?
C: yeah I also want information for the vaccination exemption form
M: *of course, didn’t see that coming* yeah here’s the info *they’re denying them all 100%*
C: okay bye
Call ends. Overall process took me 2 hours past my shift end. Dude was patronizing throughout the call. I remained calm and pleasant still as I was really trying to get this completed so I can spare someone else the trouble of dealing with him. Just felt like sharing as I couldn’t have imagined a different way this job could have ended. Mad appreciation to you guys who work in call centers, stuffs tough 😩
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