Make it quick - mmm no?

So I just called Four Points Cocoa Beach Reservations to ask a question about our room for our upcoming cruise on Dec 9th. The lady on reservations said she was unable to help me because we booked via Areoplan points & I would have to call the hotel directly. That was fine, I asked for the #. She then said "but keep it brief, it is noon time for them right now & they are busy with checking out guests. So just ask your question & let them get on with their day".

WTF? My response of course was "well no, I am going to be a guest in their hotel, I have 2 questions & I would like an answer without being rushed off the phone so they can tend to other guest. I will call a little later if it means someone will be willing to speak to me". She told me that was a good idea but not to wait too late because then I will be in the time frame they are dealing with people checking in.

I fully understand what she is saying but do they really have that many people checking in at once that they can't also answer my questions? Or here is an idea, if you are extremely busy, don't answer the darn phone until you can give the person on the other end your undivided attention.

My questions are easy, I shouldn't be on the phone with them more than 2 or 3 mins max but am I wrong to think she could have stated that differently? Maybe just say something along the lines of "they are most likely busy at the moment due to guest checking out so if you don't reach anyone make sure to try again in an hour or two". Sometimes the simple wording of things can make a huge difference in customer service.

10 Answers

Ah yes .. welcome to customer service in 2017 - 2018 .. where every service provider swears their customers are first and that they care but where at every opportunity they try to push you to look it up on the web, chat with someone on the web, or wait on hold for half an hour. And then when you do get to speak to someone the answer is not what you were asking for. Sigh. .... I had better stop before I really get going .... think happy thoughts .... 17 more days .....

 

lol I know right!! 12 days here, deep breath required

She definitely should not have said that! Who is she to tell you how to go about a phone call? And as you said, you're going to be a guest in their hotel too so you deserve to get wonderful service too whether in person or on the phone. Even if you weren't a guest everyone should be able to ask a question and get it answered without feeling like a bother.. 

 

My thoughts exactly & since I only asked a basic question (how many beds are in the room we booked), it isn't like I was putting her out or them when I called.

Could be worse......you could be married to her.

At least she won't be the one taking care of you during your stay.Wink

The phone agent sure worded it wrong, but I do understand what she means. I've been in the midst of paying for purchases in stores and the clerk will turn to answer a phone call, then proceed to check colours, sizes etc for the person on the phone and I'm still waiting to get out and on with my day. 

Must have been a Millennial as that seems to be the trend now-a-days.  Sad really.  Be Brief, Be Quick, Be Gone!  LOL

I would've been livid.  Overreaction on my part? Yes.  But...I still would have been livid.

Now days I call it customer no service. 

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