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Thank You For Your Patience. Seriously.

, , , , , , | Working | September 9, 2021

I get a call from a customer who booked a tour through us. She speaks very calmly and politely.

Customer: “Hello. I booked [tour]; however, the tour guide has not appeared and nobody is answering the phone. Would you please find out what happened and perhaps send another tour guide?”

Me: “Not a problem at all! Let me get a hold of the tour operator and find out what is going on!”

Customer: “Thank you very much.”

I call and find out that the scheduled tour guide found out through unconventional means that he was supposed to be let go at the end of the month, and then he simply quit on the spot and abandoned his scheduled tours in disgust. 

Me: “I’m very sorry, but due to circumstances beyond our control, the tour guide isn’t available for this tour, so, unfortunately, that will not be possible for today.”

Customer: “Okay. What are my options?”

Me: “I’m not sure what their arrangement will be, so for now, I will give you a full refund and a 50%-off coupon towards your next tour with us!”

Translation: “Thanks for not screaming my ear off.”

Customer: “Thank you. That is very kind of you. Should I just go home now?”

I looked in horror at the start time of the tour, which was 11:00; it was now nearing 2:00 pm! I had a good mind to give her another voucher if it didn’t require an explanation to management afterward!

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