Elite Agent says cannot split a record.
Nov 15, 2007 | 9:23 am
#31
Original Poster
Suspended
Join Date: Jan 2002
Posts: 22,778
I am an elite agent for NW, i found this topic interesting as i see there are differences in opinions. I just wanted to say thank you to our loyal Platinum and Gold and Silver members that make our airline what it is today, successful. Now please keep in mind we are human too and we do deal with thousands of calls a day, not every call will go smooth and for that again we are only human. If you find that you are not getting the service you need, being Platinum, Gold, or Silver you have the advantage of ending the call and calling right back, you dont have much of a hold time. Perhaps that person just had a terrible call where an elite member was reading them the riot act because he/she was unable to offline them on a different carrier due to the fact that the weather was the delay. Or, because their miles had not yet posted to their account for a trip they took yesterday. In any case, we are all about service and great service is what we give, but we are human as well. I love my job on the elite line and will never go back to the domestic line. I enjoy the people and 99% of our elites are outstanding, courteous, and patient people. Just remember, you will catch more flies with sugar than vinegar, we are there to help you, you are our job security. And a thank you to all the Elites that donated the cake, prizes and materials for the big thank you party! You guys and gals are the best! Talk to you soon! Sue G
we make would be answered by a certain agent. When we finished and called again, to my surprise, the agent we were hoping to get was on the other end of the line. This was a case of making a reservation for 4 award tickets in Business class, all 4 being Platinum. She worked on multiple screens simultaneously and booked for us, what I was seeing on my screen. She has been on the elite line for 11 or more years and knows some tricks that some of tghe new agents don't. It's ok to not know everything. But it's not OK to summarily dismiss a simple request such as splitting a record and cite some phony non-existent rule that they would have to reprice the ticket in order to split the record.
In any case, I am sure with attitude like yours, you would not be a subject of my complaint.
Nov 15, 2007 | 3:29 pm
#32
Join Date: Jun 2005
Programs: NW PE, UA 1P, AA PLA, AMEX Plat MR, Hertz 5 Star
Posts: 339
First, I'm quite sure that you'd agree that the whole reason this kind of complaint/result was even posted is because it ISN'T the 'norm'. In fact, quite the opposite. It's the significant, surprising deviation from the great service that we've received (& come to expect) that causes one to want to take the time to point it out.
Second, feedback (some call it "complaining") is almost always a very good thing (or should be). It's how people & companies improve. The truly successful people & companies look at instances like these not "defensively" (i.e., "It was an abberation," or "You'll have better luck next time," or "Be thankful for the times you've had good service," etc.), but rather, as an opportunity to improve.
In this case, it seems like it's an easy fix, and something the airline can actually quickly/inexpensively do something about (i.e., revisiting the training on this one issue, an e-mail to all agents, etc.), whereas many of the problems we've experienced are not so easily corrected.
I've had occassion to do a fair amount of 'secret shopping' at very high end restaurants. The owners paid a lot of money to continually 'test' their service and to detail any number of ways to improve it. In this case, the feedback is free to NW (which also spends lots of money soliciting feedback). The good ones WANT THE PROBLEMS/FEEDBACK/COMPLAINTS, even more than they do the "everything was fine" answer.
I hope NW (and other FT'ers) choose to look at it this way as well.
Nov 15, 2007 | 3:54 pm
#33
FlyerTalk Evangelist
Join Date: Sep 2003
Location: HH Diamond, Marriott, IHG, Hyatt something
Posts: 34,511
Nov 16, 2007 | 12:53 am
#34
Join Date: Nov 2007
Posts: 3
Ok, you had me for about two seconds on that one! And i did see your kind words on the banner that is stretched out in our breakroom with all of the kind words from our favorite people! It's nice to know our work does not go un-recognized. Now if we could just get you all to stop booking online! LOL Job security for me!
Nov 16, 2007 | 4:49 am
#35
Join Date: Feb 2005
Location: NYC
Programs: Gold MileagePlus
Posts: 183
These call centers should not be the luck of the call although I have learned that if one agents says one thing, call again to get a different agent to verify as not all agents have the expertise or should be working in customer service, unfortunately. It should not take several calls.
On the point of complaining to NW or on this forum, it's the prerogative of the poster not the responder. If a post doesn't interest one, then move on. The posting will fall to the end from lack of pertinence unless you like to keep it at the top with one's autocratic reply, even from a moderator who seems to defensively chastises posters who complain about the airline and in particularly, management.
To Suzyq0000, I hope I get you the next time I call. Yes, it is difficult job dealing with the public. On your end of the line, it's also the luck of the call, of who you get and what is the problem to be solved. I don't envy your job but if you enjoy it, then Brava.
On the point of complaining to NW or on this forum, it's the prerogative of the poster not the responder. If a post doesn't interest one, then move on. The posting will fall to the end from lack of pertinence unless you like to keep it at the top with one's autocratic reply, even from a moderator who seems to defensively chastises posters who complain about the airline and in particularly, management.
To Suzyq0000, I hope I get you the next time I call. Yes, it is difficult job dealing with the public. On your end of the line, it's also the luck of the call, of who you get and what is the problem to be solved. I don't envy your job but if you enjoy it, then Brava.
Last edited by dusdidt; Nov 16, 2007 at 5:01 am
Nov 16, 2007 | 5:51 am
#36
Original Poster
Suspended
Join Date: Jan 2002
Posts: 22,778
These call centers should not be the luck of the call although I have learned that if one agents says one thing, call again to get a different agent to verify as not all agents have the expertise or should be working in customer service, unfortunately. It should not take several calls.
On the point of complaining to NW or on this forum, it's the prerogative of the poster not the responder. If a post doesn't interest one, then move on. The posting will fall to the end from lack of pertinence unless you like to keep it at the top with one's autocratic reply, even from a moderator who seems to defensively chastises posters who complain about the airline and in particularly, management.
To Suzyq0000, I hope I get you the next time I call. Yes, it is difficult job dealing with the public. On your end of the line, it's also the luck of the call, of who you get and what is the problem to be solved. I don't envy your job but if you enjoy it, then Brava.
On the point of complaining to NW or on this forum, it's the prerogative of the poster not the responder. If a post doesn't interest one, then move on. The posting will fall to the end from lack of pertinence unless you like to keep it at the top with one's autocratic reply, even from a moderator who seems to defensively chastises posters who complain about the airline and in particularly, management.
To Suzyq0000, I hope I get you the next time I call. Yes, it is difficult job dealing with the public. On your end of the line, it's also the luck of the call, of who you get and what is the problem to be solved. I don't envy your job but if you enjoy it, then Brava.