24/7 Concierge (Call Centre) Experiences
Apr 7, 2017, 4:59 am
#226
Join Date: Apr 2000
Location: Mississauga Ontario
Posts: 4,104
About a month ago, MrsITAG had a seat go inoperable when we were going to the US. We only found out while checking in, as we had golf bags. Since the flight was oversold, she only had 'gate assignment' for a seat. She's 75, I'm 100.
We all know how that will turn out and she won't get assigned a seat at the gate.
So I call the concierge. It goes to voicemail, of course, since no one answers anymore. I leave my number.
At the same time, the check in agent -- who was helpful -- was trying to call direct a friend of hers who was an actual human concierge. No luck.
We decide to walk down to the fancy SE/concierge office back at domestic. Still no call.
And when we get there, there's an agent -- I'm not sure if she was a concierge -- sitting there reading a magazine. Chewing gum.
Yup, service levels definitely suck eggs!
We all know how that will turn out and she won't get assigned a seat at the gate.
So I call the concierge. It goes to voicemail, of course, since no one answers anymore. I leave my number.
At the same time, the check in agent -- who was helpful -- was trying to call direct a friend of hers who was an actual human concierge. No luck.
We decide to walk down to the fancy SE/concierge office back at domestic. Still no call.
And when we get there, there's an agent -- I'm not sure if she was a concierge -- sitting there reading a magazine. Chewing gum.
Yup, service levels definitely suck eggs!
Apr 7, 2017, 8:25 am
#227
Join Date: Apr 2011
Location: YYC
Programs: AC 50k 1MM, Marriott LT Titanium Elite
Posts: 3,400
About a month ago, MrsITAG had a seat go inoperable when we were going to the US. We only found out while checking in, as we had golf bags. Since the flight was oversold, she only had 'gate assignment' for a seat. She's 75, I'm 100.
We all know how that will turn out and she won't get assigned a seat at the gate.
So I call the concierge. It goes to voicemail, of course, since no one answers anymore. I leave my number.
At the same time, the check in agent -- who was helpful -- was trying to call direct a friend of hers who was an actual human concierge. No luck.
We decide to walk down to the fancy SE/concierge office back at domestic. Still no call.
And when we get there, there's an agent -- I'm not sure if she was a concierge -- sitting there reading a magazine. Chewing gum.
Yup, service levels definitely suck eggs!
We all know how that will turn out and she won't get assigned a seat at the gate.
So I call the concierge. It goes to voicemail, of course, since no one answers anymore. I leave my number.
At the same time, the check in agent -- who was helpful -- was trying to call direct a friend of hers who was an actual human concierge. No luck.
We decide to walk down to the fancy SE/concierge office back at domestic. Still no call.
And when we get there, there's an agent -- I'm not sure if she was a concierge -- sitting there reading a magazine. Chewing gum.
Yup, service levels definitely suck eggs!
Of course the fact that it takes 2 or 3 of the new concierges that don't know anything to do the job of one of the senior concierges is another big part of the problem. I honestly don't remember the last time I spoke to one of the new people who knew herself how to solve the problem (and they are not complex problems). Every single time at least one or two other staff members had to be pulled in to help. Smiling incompetence is still incompetence.