The (re)training thread
Oct 25, 2007 | 6:07 pm
#1
Original Poster
Join Date: Jul 2004
Programs: CO Gold; SPG Gold***; AvisFirst;
Posts: 3,970
The (re)training thread
[Mods: please feel free to change the title as appropriate]
So, it seems to me that many issues aren't the result of unfriendly policy, but of poor training. I thought we might have a thread that the CO-Insider could monitor where we could post problems that are clearly training related (i.e., it's been fixed, but it was frustrating).
I'll start:
My spouse was on a flight ewr-mco, "N" out, and "Y" back. She technically became silver on the return. As I wasn't able to get her the silver early (turned down), I thought it would be nice to purchase the upgrade to First for $46. I called the elite line. They put her into the last first class seat, but were unable to process payment. They told me that the travel agent had done something wrong (booked the flights on separate e-tickets on the same PNR), and the travel agent would have to collect the additional funds. (She had already flown outbound, btw, and was already checked in for the return flight.)
The Travel agent said they couldn't collect the funds, Continental had to.
I called the elite line back. After about 20 minutes on hold, the CSR came back on and explained that because the outbound was non-refundable, there would be a $100 change fee. Additionally, the fare difference was actually about $226. In fact, the $226 was because the Travel Agent had entered the two e-tickets and the CSR didn't see the receipt from the outbound flight ($180+$46=$226). She also wouldn't budge on the change fee. I said, "no thank you." She put everything back into coach and said she'd make notes in case I changed my mind.
I then called co.com support and explained what happened. Five minutes and $46 later, my spouse was in F.
Seems some serious training is needed for the elite desk CSR's. I believe I spent almost an hour getting nowhere when my request (to spend money no less) only needed a few minutes.
So, it seems to me that many issues aren't the result of unfriendly policy, but of poor training. I thought we might have a thread that the CO-Insider could monitor where we could post problems that are clearly training related (i.e., it's been fixed, but it was frustrating).
I'll start:
My spouse was on a flight ewr-mco, "N" out, and "Y" back. She technically became silver on the return. As I wasn't able to get her the silver early (turned down), I thought it would be nice to purchase the upgrade to First for $46. I called the elite line. They put her into the last first class seat, but were unable to process payment. They told me that the travel agent had done something wrong (booked the flights on separate e-tickets on the same PNR), and the travel agent would have to collect the additional funds. (She had already flown outbound, btw, and was already checked in for the return flight.)
The Travel agent said they couldn't collect the funds, Continental had to.
I called the elite line back. After about 20 minutes on hold, the CSR came back on and explained that because the outbound was non-refundable, there would be a $100 change fee. Additionally, the fare difference was actually about $226. In fact, the $226 was because the Travel Agent had entered the two e-tickets and the CSR didn't see the receipt from the outbound flight ($180+$46=$226). She also wouldn't budge on the change fee. I said, "no thank you." She put everything back into coach and said she'd make notes in case I changed my mind.
I then called co.com support and explained what happened. Five minutes and $46 later, my spouse was in F.
Seems some serious training is needed for the elite desk CSR's. I believe I spent almost an hour getting nowhere when my request (to spend money no less) only needed a few minutes.
Oct 25, 2007 | 6:12 pm
#2
FlyerTalk Evangelist
Join Date: Feb 2007
Location: PDX
Programs: AS Titanium, Marriott Lifetime Plat, UA Gold
Posts: 11,594
Wow. This is why I suggest people call the co.com support line (which in a lot of cases is incorrect). I seem to have more luck with them than I do with the elite line or regular CSRs.
The service just seems better with the dot com support line.
The service just seems better with the dot com support line.
Oct 25, 2007 | 6:26 pm
#3
Join Date: Jun 2003
Location: burlington, north carolina,usa
Posts: 252
[Mods: please feel free to change the title as appropriate]
Are you certain it was the Elite Desk? The majority of the time[and I am a Plat] you are rolled over to the general line. The key is when they answer and don't say"Ms MM, Elite Desk" and you ask "Did I reach the elite desk"? and there is a pause and then they say "I can help you" instead of answering yes or no to your elite line query. I've said it before and I'll say it again, this is a very eroded benefit
So, it seems to me that many issues aren't the result of unfriendly policy, but of poor training. I thought we might have a thread that the CO-Insider could monitor where we could post problems that are clearly training related (i.e., it's been fixed, but it was frustrating).
I'll start:
My spouse was on a flight ewr-mco, "N" out, and "Y" back. She technically became silver on the return. As I wasn't able to get her the silver early (turned down), I thought it would be nice to purchase the upgrade to First for $46. I called the elite line. They put her into the last first class seat, but were unable to process payment. They told me that the travel agent had done something wrong (booked the flights on separate e-tickets on the same PNR), and the travel agent would have to collect the additional funds. (She had already flown outbound, btw, and was already checked in for the return flight.)
The Travel agent said they couldn't collect the funds, Continental had to.
I called the elite line back. After about 20 minutes on hold, the CSR came back on and explained that because the outbound was non-refundable, there would be a $100 change fee. Additionally, the fare difference was actually about $226. In fact, the $226 was because the Travel Agent had entered the two e-tickets and the CSR didn't see the receipt from the outbound flight ($180+$46=$226). She also wouldn't budge on the change fee. I said, "no thank you." She put everything back into coach and said she'd make notes in case I changed my mind.
I then called co.com support and explained what happened. Five minutes and $46 later, my spouse was in F.
Seems some serious training is needed for the elite desk CSR's. I believe I spent almost an hour getting nowhere when my request (to spend money no less) only needed a few minutes.
Are you certain it was the Elite Desk? The majority of the time[and I am a Plat] you are rolled over to the general line. The key is when they answer and don't say"Ms MM, Elite Desk" and you ask "Did I reach the elite desk"? and there is a pause and then they say "I can help you" instead of answering yes or no to your elite line query. I've said it before and I'll say it again, this is a very eroded benefit
So, it seems to me that many issues aren't the result of unfriendly policy, but of poor training. I thought we might have a thread that the CO-Insider could monitor where we could post problems that are clearly training related (i.e., it's been fixed, but it was frustrating).
I'll start:
My spouse was on a flight ewr-mco, "N" out, and "Y" back. She technically became silver on the return. As I wasn't able to get her the silver early (turned down), I thought it would be nice to purchase the upgrade to First for $46. I called the elite line. They put her into the last first class seat, but were unable to process payment. They told me that the travel agent had done something wrong (booked the flights on separate e-tickets on the same PNR), and the travel agent would have to collect the additional funds. (She had already flown outbound, btw, and was already checked in for the return flight.)
The Travel agent said they couldn't collect the funds, Continental had to.
I called the elite line back. After about 20 minutes on hold, the CSR came back on and explained that because the outbound was non-refundable, there would be a $100 change fee. Additionally, the fare difference was actually about $226. In fact, the $226 was because the Travel Agent had entered the two e-tickets and the CSR didn't see the receipt from the outbound flight ($180+$46=$226). She also wouldn't budge on the change fee. I said, "no thank you." She put everything back into coach and said she'd make notes in case I changed my mind.
I then called co.com support and explained what happened. Five minutes and $46 later, my spouse was in F.
Seems some serious training is needed for the elite desk CSR's. I believe I spent almost an hour getting nowhere when my request (to spend money no less) only needed a few minutes.
Oct 25, 2007 | 6:44 pm
#4
FlyerTalk Evangelist
Join Date: Aug 2002
Location: Bay Area, CA
Programs: UA Plat 2MM; AS MVP Gold 75K
Posts: 35,092
I have a feeling this thread is going to get very long.
Oct 25, 2007 | 6:53 pm
#5
FlyerTalk Evangelist
Join Date: Feb 2006
Location: A festering pit; a pustule of a fistula set athwart the miasmic swamps of the armpit of the Gulf of Mexico - a Godforsaken wart upon a dark crevasse of the World. (IAH)
Programs: UA Lifetime Gold, BA Silver, Marriott Lifetime Plat, Hilton Gold, Accor Gold
Posts: 31,403
It has barely begun. We haven't even begun to explore the issue of what compensation is due.
Edited to Add - The OP makes a fair point. There are some duds out there, especially amongst non elite-line agents. However, I'm still pleased that CO has yet to go the Indian call-centre route. I would imagine that keeping a list of FF-Agent interaction pet-peeves might assist CO in improving its existing training programs.
Edited to Add - The OP makes a fair point. There are some duds out there, especially amongst non elite-line agents. However, I'm still pleased that CO has yet to go the Indian call-centre route. I would imagine that keeping a list of FF-Agent interaction pet-peeves might assist CO in improving its existing training programs.
Last edited by Anglo Large Clawed Otter; Oct 25, 2007 at 6:59 pm
Oct 25, 2007 | 7:09 pm
#6
Original Poster
Join Date: Jul 2004
Programs: CO Gold; SPG Gold***; AvisFirst;
Posts: 3,970
Of course, if upon reading issues in this thread, CO management decides to bestow compensation, I'm sure no one would object
Oct 26, 2007 | 8:38 am
#8
FlyerTalk Evangelist
Join Date: Feb 2006
Location: A festering pit; a pustule of a fistula set athwart the miasmic swamps of the armpit of the Gulf of Mexico - a Godforsaken wart upon a dark crevasse of the World. (IAH)
Programs: UA Lifetime Gold, BA Silver, Marriott Lifetime Plat, Hilton Gold, Accor Gold
Posts: 31,403
Training reps to offer partner reward searches before Sleazypass is an oft-sung refrain. However, I doubt CO would expend money/effort on such training when it would likely have a negative revenue effect.