day in the life of a customer service agen

[orioleman]

thought I'd start a thread on quirks of being a customer service agent.

the ramp rules thread and remember when threads are good stress relievers

thought maybe our customer service posters could share some storys or rules of the trade.

this thread is meant to be enjoyable, please no bashing other depts.

where are you john john/ dexter/ shannon / and that leprichan fellow

 

[philly rocks]

RULE NUMBER 1- Ticket Counter in Philly is called Section 8.

 

[orioleman]

rule # 2: when non-revving after you check-in.. DON'T bug the gate agent..

nothing like getting stuck in a middle seat from coast to coast sandwich between 2 very large people that

are arguing..

 

[philly rocks]

Rule number 3- Soft furniture is not allowed in agent breakrooms. Only one toilet for gate agents on each concouse.

 

[YVINTERN]

Rule #4- When a whiny elite lies about being upgraded online and they show their boarding pass in 23E and they provide their Silver Preferred Card, said agent is to move them to the last row of the a/c in place with no recline and to notate in PNR "Disorderly Conduct"

 

[4merresrat]

Rule #4- When a whiny elite lies about being upgraded online and they show their boarding pass in 23E and they provide their Silver Preferred Card, said agent is to move them to the last row of the a/c in place with no recline and to notate in PNR "Disorderly Conduct"

And with attitudes like this and others above does anyone wonder why the company is failing?

So let me get this straight, you consider "elite" passengerse, the passengers that fly a lot on your company, in essence, pay your salary, as annoyances? If they ask for an upgrade you classify them as "whiny". . . And you use your "power" to punish them by placing them in a middle seat, or last seat that doesn't recline. . .

All I can say is no wonder.

 

[LD3]

rule # 2: when non-revving after you check-in.. DON'T bug the gate agent..

nothing like getting stuck in a middle seat from coast to coast sandwich between 2 very large people that

are arguing..

The last time I non revved to PHX the gate agent did all she could do to give me a good seat, well I got the last row, my responce was "Thank You". If I could not handle 4 hours in the back of the plane, I should have bought a ticket. Always be nice to a gate agent, they can make you or break you....Again, thank you to all the fine gate agents.....

 

[leprechaun]

And with attitudes like this and others above does anyone wonder why the company is failing?

So let me get this straight, you consider "elite" passengerse, the passengers that fly a lot on your company, in essence, pay your salary, as annoyances? If they ask for an upgrade you classify them as "whiny". . . And you use your "power" to punish them by placing them in a middle seat, or last seat that doesn't recline. . .

All I can say is no wonder.

I believe the key word is "whiny". If you give respect, you'll get it in return.

SA7's, do not be demanding, you will make me angry. You won't like me when I'm angry.

No, you are not guaranteed a seat!

 

[YVINTERN]

And with attitudes like this and others above does anyone wonder why the company is failing?

So let me get this straight, you consider "elite" passengerse, the passengers that fly a lot on your company, in essence, pay your salary, as annoyances? If they ask for an upgrade you classify them as "whiny". . . And you use your "power" to punish them by placing them in a middle seat, or last seat that doesn't recline. . .

All I can say is no wonder.

I was being sarcastic but there are known agents out there that have done this. I will TELL you I have been LIED TO many times and I've stood at a podium talking to the Gate Agent or reissuing my listing and I listen to the passengers LIE about getting upgraded but of course we know they did not get upgraded and we look at the upgrade queue and we see they are #43 out of 60 passengers listed for an upgrade...who do we believe? do we sympathize with the customer or do we look at FACTS from SHARES?

I'm an nice person and would upgrade the elite passengers or move them to a better seat when available but if I am going to be lied to and treated as a stupid person...no dice.

 

[InternationalShannon]

I am sure that i can come up with something funny to post as requested, but by the time it gets typed the thread will be closed because it already got ugly. So, lets keep it light hearted.

On the subject of the elite fliers, they do help keep us employed so i would refrain from categorizing them all as whiny on a Public Forum. We are in customer service, and it goes with the territory.

Some of them do like to flaunt their status and smack the counter. Dont take it personally.

Many of my most irritating pax are nonrevs. Most of us know that getting upgraded is nearly impossible. If I tell you First is full and you go sneak onto a computer to check pbts dont you dare question me.
There may be a list of elites waiting. There may be an inop seat. I may be working with an oversold flight and need the seats. You dont know because you arent working the flight. You arent entitled to an explanation. No one ever even buys upgrades anymore they just expect it automatically.

I am a very kind employee who will take care of nonrevs but I do not want you hanging around arguing with me about how many seats are left. I am not paid to put up with you or your guests attitudes. I will keep you out of the middle and in the air if i can, but if you question me aggressively ill remember you and never, ever do you any favors.

It is the paying passengers that I have to smile and accomodate. I treat everyone with respect, including nonrevs.

It is the nonrevs with the false sense of entitlement that work my nerves.

Let me do my job!

Im in a mood today. If this thread is still open after piney goes off ill post fun stories tomorrow.

 

[4merresrat]

Some of them do like to flaunt their status and smack the counter. Dont take it personally.

Many of my most irritating pax are nonrevs. Most of us know that getting upgraded is nearly impossible. If I tell you First is full and you go sneak onto a computer to check pbts dont you dare question me.

I am a very kind employee who will take care of nonrevs but I do not want you hanging around arguing with me about how many seats are left. I am not paid to put up with you or your guests attitudes. I will keep you out of the middle and in the air if i can, but if you question me aggressively ill remember you and never, ever do you any favors.

It is the paying passengers that I have to smile and accomodate. I treat everyone with respect, including nonrevs.

It is the nonrevs with the false sense of entitlement that work my nerves.

Let me do my job!

A nice person and "very kind" but "don't you dare question me". . . Sounds like someone has an elevated opinion of their status. Sorry, but sounds very touchy and irritable to me. Not very patient, and not very customer service oriented.

 

[leprechaun]

Rule 18 - No more than 2 martinis for lunch.

Rule 19 - Drink gin, not vodka, That way your supervisor knows your drunk, not stupid.

 

[tea42]

I am not paid to put up with you or your guests attitudes. I will keep you out of the middle and in the air if i can, but if you question me aggressively ill remember you and never, ever do you any favors.
...hmmm sure makes me want to meet up with you in CLT.....

Don't we "pay" enough by what we do on a day to day basis???? Learn this---this company needs to realize we are the INTERNAL CUSTOMERS. TAKE CARE OF YOUR OWN.

It is the paying passengers that I have to smile and accomodate. I treat everyone with respect, including nonrevs.

WE ARE CUSTOMERS...the internal ones!!!
Im in a mood today. If this thread is still open after piney goes off ill post fun stories tomorrow.....AGAIN?[/quote]

 

[tea42]

A nice person and "very kind" but "don't you dare question me". . . Sounds like someone has an elevated opinion of their status. Sorry, but sounds very touchy and irritable to me. Not very patient, and not very customer service oriented.

I second this !!!!

 

[SS255]

I've witnessed the type of "Elite" you're referring to & clearly joking about. You ask most agents who they prefer to wait on and a huge percentage will say Chairman's Preferred.

I'm only a lowly Gold, but I think I am the kind of person agents and FA's like to serve. I try to give off "good vibes" when I interact with them: I always smile, am polite (even if they are rude), say "please" and "thank you," and I ALWAYS thank the FA's on my way out the door.