We Wouldn’t Believe You Either, But We Work For NAR

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

Me: “Thank you for calling [Company]. My name is [My Name], supervisor. May I have your name?”

Caller: “Hello, my name is [Caller] and I requested to speak to you because I didn’t believe what your agent told me.”

Me: “What seems to be the issue?”

Caller: “Excuse me?”

Me: “The issue, what happened? What did the agent say that you don’t believe him?”

Caller: “I called to make a reservation, and he’s telling me that you don’t have any cars available. I don’t believe that.”

I get some flashbacks to all the reservations I had to refund (with many customers insulting me) a few weeks ago because Texas and Florida were completely sold out.

Me: “And where are you looking to rent a vehicle?”

Caller: “San Diego.”

Me: “I’ll check all locations available.”

Caller: “I’m looking for a standard size SUV or something bigger.”

Me: “I’ll check. One moment, please.”

I check all locations available, and unsurprisingly, most of them are sold out. While checking, I mumble the address so that she knows I’m looking at every location available.

In the end, the only locations with cars available are the San Diego Airport and a shopping center. I inform the customer of this.

Caller: “Well, I don’t believe you.”

For f***’s sake.

Me: “You didn’t believe my agent, so you requested to escalate the call to a supervisor. I’m telling you that we only have vehicles available at the airport and the shopping center, and you don’t believe me?”

Caller: “What locations did you check?”

Me: “All locations in the area.”

Caller: “Which are…?”

There’s no way in h*** I’m going to quote her all the locations in the area. Granted, it’s not too many, but I’m not going to give her that satisfaction after checking each individual location just for her to tell me that she doesn’t believe me

Me: “All locations available in San Diego.”

Caller: “But you’re not telling me which ones. Have you seen what type of vehicles they have? Anything like that? I don’t believe you.”

Me: “Then we have nothing to discuss, have a beautiful day.”

I hung up.

If you’re going to request a supervisor, always be prepared to receive a “no” for an answer.