lincolnjkc

You can poke the bear and hope it doesn't bite, or not poke the bear and know it doesn't bite.

I've walked away from otherwise mutually beneficial business relationships because I perceived that I was being nickel and dimed (one of the most petty may be a local performing arts venue that has (had?) the gall to charge a $7.50 "shipping and handling" fee on all tickets including those at will-call in addition to a myriad of surcharges that really should have been bundled into the ticket price. Another venue got thousands in spending from me because although their ticket prices are higher, I don't have BS fees tacked on at the last moment(e.g. with venue A a $100 ticket can turn into a $119 ticket; venue B a $125 ticket is a $125 ticket) -- I pay more but I feel the relationship is more fair and I'm not being taken advantage of.

Likewise I try to avoid nickel and diming my customers with particular emphasis on my high value/low maintenance clients. One change order may not cause them to get wandering eyes, but over time it may contribute to that revenue going away.

UK Stages

regarding contact center notes... agents are generally taught "NIR"... name, issue, resolution.

brevity is key. high level of detail is discouraged. supervisors and other agents don't have time to read lengthy notes and workforce management doesn't want handle time affected by ACW (after call work) during which agents write lengthy notes. most of what agents write in the notes field is CYA stuff that they think is necessary to justify their actions in case of an escalation, but - most times - is completely unnecessary. in case of an escalation, all management has to do do is pull up the call and listen to it. and most transactions and changes are automatically tracked within their CRM systems and agents can see prior actions on the customer's account/flights without reading notes.

exceptions apply, of course, but most notes are unnecessary.

dordal

writerguyfl

That's definitively not how it worked in the travel call center I used to work. Agents were encouraged to notate relevant information in detail. Having that detail meant that the guest wouldn't have to essentially "start over" if she or he called back to discuss the issue. And having details about how an agent understood the situation was incredibly useful in terms of professional development. As part of a performance appraisal, a manager could review the agent's notes to see if there were any patterns that needed prasing or fixing.

3Cforme

Emphasis mine.

The classic FT Tell me the rules won't apply to me post.

FlyerTalker70

I suspect they do have that capability. A friend of mine was calling UA every other day to see if their MUA could clear/how far they were in the list. Probably around the 6th call in that week an agent finally said, "You know we keep track of how often you call us. Just to get you off our back, here's your position on the upgrade list," then hung up. Surprisingly the MUA upgrade they had (SFO->AKL) cleared for themselves and their +1 at T-48 (they were a Platinum).

One HUCA approach I heard that might be useful employing is saying, "Hold on I've got an incoming call. Can I call you back in a few minutes?" Using this approach you could act all surprised when you call them back saying, "I don't recall that agent telling me that," in fact as we were talking my friend called and I had to hang up!

Safe Travels,

James

malgudi

Weird ... so they just randomly handed her the note?

lincolnjkc

I don't know how much of it was 'random' (since the agent who slipped her the sheet was the same one who recommended I chat with her) but certainly struck me as odd to see my vitals spelled out

AugustusM

At close to $52k booked so far the answer is an obvious 'no'. I was hoping they would as one of them was a personal trip, but I would have paid it anyway.

threeoh

I had a HUCA recently I was afraid wouldn't work because of call notes. I had accidentally double-booked myself on a flight (paid for two tickets, same name same MP number), didn't notice till I went to check in. Called and first agent was adamant I had to pay a change fee (she read me times and dates I had made the two purchases, didn't care that I hadn't received a confirmation email for the first one), didn't want to let me off the call without at least cancelling the reservation, but I said I had to go and hung up. Was terrified she was either cancelling it anyway or writing up notes saying not to refund, so I called back right away and second agent was very helpful, said "whoops, looks like you're double booked; let me refund one of these for you".

OpenSky

Its United. Try are probably too cheap to use salesforce or anything remotely similar, so I would not hold your breath.
They can barely get shares to work.

fumje

They definitely can write and read notes about you or your reservations.

UAflyer93

Records are often noted, but the next agent almost never notices them! I've usually had the opposite problem where an agent takes 5-10 minutes to find the previous agent's notes approving a waiver. (From the sounds of it, there are several different places where agents can leave notes.)

(Unlike at AA... where a bad note actually means you're toast.)

mr8

same with amazon.
I think I've actually asked united to note something on my ticket but next agent didn't/couldn't see it.

mh3265a

I would add I don't think UA has a good CRM yet. There have been some articles and discussions by leadership of implementing a system but nothing yet. As others have pointed out they can add notes to your travel records but it's up to the agent you're dealing with.