Chisholm agents to train other centers
Dec 7, 2011, 4:53 pm
#31
FlyerTalk Evangelist
Join Date: Jun 2006
Location: LAX/BOS/HKG/AMS/SFO...hmm, I need a life.
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Its not that they are bad...they just are not as in to their jobs as Chisholm. When I get Chisholm, no matter how complex and ridiculous my request is they attack it. With most CSR reps (in any industry) you get the first 5 minutes as an explanation of what you already know and why it can or cant be done. This is a typical Chisohlm call for me:
Hello Mr AvidFlyer how are ya taday.
Me: I am great but I have this INT J award and I would like to see if there are any cheaper/better options.
Chisholm: Let me see what I can do (note no comment about any rules or why the award is priced like it is or any of that...just on it)
Chisholm: Well look at that. I can get you that same trip for 25000 less miles on KE and you get in 2 hours earlier!
Me: SWEEEET. Thank You!
Chisholm: You Betcha Mr AvidFlyer. Have a wonderful day.
All you need to do is tell them what you are trying to do and they will dig into their bag of tricks to make it happen if it is at all possible. On one occasion I told the rep that it was fine, the routing is not that bad, and please do not worry about it. She flat out refused and eventually got me exactly what I wanted.
THAT is the difference between the folks at Chisholm and most other CS orgs I deal with (again...not just in the airline industry).
Hello Mr AvidFlyer how are ya taday.
Me: I am great but I have this INT J award and I would like to see if there are any cheaper/better options.
Chisholm: Let me see what I can do (note no comment about any rules or why the award is priced like it is or any of that...just on it)
Chisholm: Well look at that. I can get you that same trip for 25000 less miles on KE and you get in 2 hours earlier!
Me: SWEEEET. Thank You!
Chisholm: You Betcha Mr AvidFlyer. Have a wonderful day.
All you need to do is tell them what you are trying to do and they will dig into their bag of tricks to make it happen if it is at all possible. On one occasion I told the rep that it was fine, the routing is not that bad, and please do not worry about it. She flat out refused and eventually got me exactly what I wanted.
THAT is the difference between the folks at Chisholm and most other CS orgs I deal with (again...not just in the airline industry).
Dec 7, 2011, 5:41 pm
#32
Join Date: Aug 2003
Location: Mesilla, NM
Programs: DL DM 4.7 MM MQM Marriott Ambassador Lifetime Titanium AA CK
Posts: 2,714
Its not that they are bad...they just are not as in to their jobs as Chisholm. When I get Chisholm, no matter how complex and ridiculous my request is they attack it. With most CSR reps (in any industry) you get the first 5 minutes as an explanation of what you already know and why it can or cant be done. This is a typical Chisohlm call for me:
Hello Mr AvidFlyer how are ya taday.
Me: I am great but I have this INT J award and I would like to see if there are any cheaper/better options.
Chisholm: Let me see what I can do (note no comment about any rules or why the award is priced like it is or any of that...just on it)
Chisholm: Well look at that. I can get you that same trip for 25000 less miles on KE and you get in 2 hours earlier!
Me: SWEEEET. Thank You!
Chisholm: You Betcha Mr AvidFlyer. Have a wonderful day.
All you need to do is tell them what you are trying to do and they will dig into their bag of tricks to make it happen if it is at all possible. On one occasion I told the rep that it was fine, the routing is not that bad, and please do not worry about it. She flat out refused and eventually got me exactly what I wanted.
THAT is the difference between the folks at Chisholm and most other CS orgs I deal with (again...not just in the airline industry).
Hello Mr AvidFlyer how are ya taday.
Me: I am great but I have this INT J award and I would like to see if there are any cheaper/better options.
Chisholm: Let me see what I can do (note no comment about any rules or why the award is priced like it is or any of that...just on it)
Chisholm: Well look at that. I can get you that same trip for 25000 less miles on KE and you get in 2 hours earlier!
Me: SWEEEET. Thank You!
Chisholm: You Betcha Mr AvidFlyer. Have a wonderful day.
All you need to do is tell them what you are trying to do and they will dig into their bag of tricks to make it happen if it is at all possible. On one occasion I told the rep that it was fine, the routing is not that bad, and please do not worry about it. She flat out refused and eventually got me exactly what I wanted.
THAT is the difference between the folks at Chisholm and most other CS orgs I deal with (again...not just in the airline industry).
Dec 7, 2011, 5:59 pm
#34
FlyerTalk Evangelist
Join Date: Oct 2001
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As your co-organizer of the NW Elite Services team appreciation events, I look forward to the day we all decide service is high enough and kudos are said enough that we do an appreciation for all elite agents from SLC, HIB, CVG, ATL, MSP, SEA, etc. It's a positive step to have them train other call centers, but a better step would be Delta giving us back unfettered access to Chisholm ASAP.
Dec 7, 2011, 6:01 pm
#35
Join Date: Nov 2010
Location: BDL/HPN/JFK/FLL
Programs: DL Diamond Ham Sandwich
Posts: 1,051
In this latest pleasant experience the CSR asked me about the weather, and I politely asked back.
Edit: Seriously, it's like asking "How did you know that person was from the Bronx?"
Dec 7, 2011, 6:23 pm
#36
Join Date: Aug 2003
Location: Mesilla, NM
Programs: DL DM 4.7 MM MQM Marriott Ambassador Lifetime Titanium AA CK
Posts: 2,714
As your co-organizer of the NW Elite Services team appreciation events, I look forward to the day we all decide service is high enough and kudos are said enough that we do an appreciation for all elite agents from SLC, HIB, CVG, ATL, MSP, SEA, etc. It's a positive step to have them train other call centers, but a better step would be Delta giving us back unfettered access to Chisholm ASAP.
what about we get to pick the call Center. Hit 1 for SLC 2 for HIB, 3 for CVG 4 for ATL, 5 for MSP and 6 for SEA.
Been down all these paths. Trust me I would only hit 3 or 5.
Dec 8, 2011, 1:05 am
#37
FlyerTalk Evangelist & Ambassador: China
Join Date: Aug 2005
Location: DEN
Programs: DL DM/MM, UA 1K, AA Exp, HH Dia, WOH Glob, IHG Plat, Marriott Gold, NA EE, Hertz PC
Posts: 17,423
Its not that they are bad...they just are not as in to their jobs as Chisholm. When I get Chisholm, no matter how complex and ridiculous my request is they attack it. With most CSR reps (in any industry) you get the first 5 minutes as an explanation of what you already know and why it can or cant be done. This is a typical Chisohlm call for me:
Hello Mr AvidFlyer how are ya taday.
Me: I am great but I have this INT J award and I would like to see if there are any cheaper/better options.
Chisholm: Let me see what I can do (note no comment about any rules or why the award is priced like it is or any of that...just on it)
Chisholm: Well look at that. I can get you that same trip for 25000 less miles on KE and you get in 2 hours earlier!
Me: SWEEEET. Thank You!
Chisholm: You Betcha Mr AvidFlyer. Have a wonderful day.
All you need to do is tell them what you are trying to do and they will dig into their bag of tricks to make it happen if it is at all possible. On one occasion I told the rep that it was fine, the routing is not that bad, and please do not worry about it. She flat out refused and eventually got me exactly what I wanted.
THAT is the difference between the folks at Chisholm and most other CS orgs I deal with (again...not just in the airline industry).
Hello Mr AvidFlyer how are ya taday.
Me: I am great but I have this INT J award and I would like to see if there are any cheaper/better options.
Chisholm: Let me see what I can do (note no comment about any rules or why the award is priced like it is or any of that...just on it)
Chisholm: Well look at that. I can get you that same trip for 25000 less miles on KE and you get in 2 hours earlier!
Me: SWEEEET. Thank You!
Chisholm: You Betcha Mr AvidFlyer. Have a wonderful day.
All you need to do is tell them what you are trying to do and they will dig into their bag of tricks to make it happen if it is at all possible. On one occasion I told the rep that it was fine, the routing is not that bad, and please do not worry about it. She flat out refused and eventually got me exactly what I wanted.
THAT is the difference between the folks at Chisholm and most other CS orgs I deal with (again...not just in the airline industry).
Dec 8, 2011, 10:34 am
#39
Original Poster
Join Date: Jan 2009
Programs: DL PM
Posts: 218
I will give you an example of what happened in an earlier call to CVG before I got the Chisholm agent to use my SWUs. This is very typical.
-------------------------
Me: I need to go to AMS and would like to use my SWUs. Can you see if upgrades are available on that day. I presently have XXX-ATL-AMS, but can easily change my flight to connect in any hub.
CVG: I am looking at your itinerary. No Z available on that flight.
Me: Thats fine, I understand...how about DTW or MSP to AMS.
CVG: There is nothing available that day.
Me: I see Z5 for the MSP-AMS on EF.
CVG (in an grumpy irritated voice): Sir, there is nothing available for any flights to AMS that day.
Me: Ok then, I will call back.
-------------------------
Now, this is what happens with Chisholm.
Me: I need to go to AMS and would like to use my SWUs. Can you see if upgrades are available on that day. I presently have XXX-ATL-AMS, but can easily change my flight to connect in any hub.
Chisholm: I am looking at your itinerary. No Z available on that flight. But let me check others. (few seconds) MEM is showing great availability. There are also a couple on MSP-AMS.
Me: Great! How about ATL or DTW. Those times work better for me.
Chisholm: Let me check. Unfortunatley, there isn't anything. Hold on for a minute though. Let me check something else. (few seconds) I just checked KLM and you can do ATL-AMS on the KLM flight....
-------------------------
What a difference!
-------------------------
Me: I need to go to AMS and would like to use my SWUs. Can you see if upgrades are available on that day. I presently have XXX-ATL-AMS, but can easily change my flight to connect in any hub.
CVG: I am looking at your itinerary. No Z available on that flight.
Me: Thats fine, I understand...how about DTW or MSP to AMS.
CVG: There is nothing available that day.
Me: I see Z5 for the MSP-AMS on EF.
CVG (in an grumpy irritated voice): Sir, there is nothing available for any flights to AMS that day.
Me: Ok then, I will call back.
-------------------------
Now, this is what happens with Chisholm.
Me: I need to go to AMS and would like to use my SWUs. Can you see if upgrades are available on that day. I presently have XXX-ATL-AMS, but can easily change my flight to connect in any hub.
Chisholm: I am looking at your itinerary. No Z available on that flight. But let me check others. (few seconds) MEM is showing great availability. There are also a couple on MSP-AMS.
Me: Great! How about ATL or DTW. Those times work better for me.
Chisholm: Let me check. Unfortunatley, there isn't anything. Hold on for a minute though. Let me check something else. (few seconds) I just checked KLM and you can do ATL-AMS on the KLM flight....
-------------------------
What a difference!