We Can Confirm You Will Eventually Get It
(Unfortunately, I’m the customer in this one. I’ve just received word from [Major Airliner] that my return flight has been cancelled and I need to reschedule a new one. Our schedule is a little tight so I’m already flustered, plus I was on hold for an hour before speaking with someone.)
Phone Rep: “How may I help you?”
Me: “Hi, yeah, one of my return flights was cancelled and I need to schedule a new one.”
Phone Rep: “Can I please get your confirmation code?”
Me: *gives it*
Phone Rep: “Okay. Charlie, Oscar, Mary—”
Me: *snaps* “NO. I’m sorry, but you didn’t get the code right or something. None of those are names of people on my flight! I’m [My Name], and the only other person is [Friend]!”
Phone Rep: “I’m sorry, ma’am. So, your confirmation code is C as in Charlie, O as in Oscar, M as in Mary…”
Me: “Oh, my God, I am so sorry.”
Phone Rep: “Thank you for waiting on hold so long, ma’am.”
(Thankfully, we finished up the call without any more outbursts from me. I still somehow ended up with an upgrade on the return flight.)
Question of the Week
Tell us your story about a customer who couldn't understand the most simple concept.