Polite to a Fault
After spending 25 minutes waiting for a real live person to answer at United Reservations, I got an agent who promptly assigned me a seat, as I'd requested. Then, obviously speaking from a required script, he asked if he had met my expections for "exceptional service."
In truth, I was still irritated at having waited so long to get an agent, but it's not the poor agent's fault, so why tempt me to rant at him? He must already be embarrassed at having to fish for compliments and ask such a stupid question. I mean, all I wanted was a seat for the flight I'd paid for--is there any way for him to do that in an exceptional manner? Is someone listening and basing his pay on the customer responses? Should I say, "Yes, you were fantastic. They ought to make you president of the company"?
Can we give United a better way to end the calls? I'll nominate: "Sorry for keeping you on hold so long; we're hiring more agents next week so that won't happen anymore. Thanks for your patience."
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Posted by: dilbert | March 27, 2007 10:00 AM
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