Email Fail, Part 15

(I’m the front desk manager at a hotel. One night an irate caller gets put through to me.)

Me: “Good evening. This is [My Name] speaking. How can I assist you tonight?”

Customer: *in a very rude and condescending tone* “Well, I don’t know; do you think you can help me? I called here last night to reserve a room. I was offered an email confirmation and I’m still waiting for it, so… Yeah.”

Me: “I’m sorry to hear that, ma’am. Let’s see if we can figure out why you haven’t gotten it yet. Can I have your name, please?”

Customer: *sighs* “Yes. My name, again, is [Customer]. I reserved my room for next Friday.”

Me: “Yes, I see that here. Let me just confirm your email address. Is it—” *I read out her email address and confirm the spelling*

Customer: “Yes, yes, yes, that’s my email address. Now, the problem isn’t with the address; it’s with you guys not doing your jobs. All I wanted was an email confirmation of my reservation. I waited all night for it and I never got anything. I’m checking my emails right now, and I don’t… Oh.”

(At this point I’m looking at the email in our sent messages, and I see that it was delivered within minutes of her making the reservation. Before I have a chance to say anything else, the customer speaks again.)

Customer: “Oh, wait. Um… Yeah. Okay. I see it; I have it. Okay, well, that’s all I needed, then. Thank you.” *click*

(I never did get an apology for how she spoke to me at the beginning of the call. When she did finally check in, she acted just as entitled and rude towards my front desk clerk as she had been to me on the phone, so I quickly introduced myself and asked if she’d had any more trouble printing her confirmation. She shut up quickly and was pretty quiet for the rest of her stay.)

Related:
Email Fail, Part 14
Email Fail, Part 13
Email Fail, Part 12