Red (Light) Flagged Caller
CALL CENTER | RIGHT | AUGUST 26, 2013
(I work in one of several worldwide call-centers, taking new reservations and changes/requests to existing reservations with a major luxury hotel chain. Customers often think we are at the hotel they are calling, because we greet them using the hotel name.)
Me: “Good morning! Thank you for calling [hotel located in Amsterdam]. How may I help you today?”
Guest: “Hi. I have a reservation for next week for two nights in your hotel. I am flying in from New York and have a two-day layover there in Amsterdam, and I basically just have a few questions.”
Me: “Certainly, sir, I’ll answer those for you.”
Guest: “Okay. So, I have a room booked for myself for those two nights. Is the rate any different if someone else is staying in the room with me?”
Me: “No, not at all. Not unless you have booked a breakfast rate. If breakfast is included, the rate is €10 higher, if you are both having breakfast.”
Guest: “Okay good. They won’t be having breakfast.”
Me: “They? The room is a two-person maximum, sir. If you want more people in there, you have to book a larger room.”
Guest: “Well, that’s my second question: is it a problem if there are two different people joining me on the two different nights?”
Me: “Oh… no, as long as it just one on each night, then the rate is still the same. Do you have any other questions?”
Guest: “Yeah… how far are you guys from the red light district?”
Me: “Um… we are about half a mile away, sir.”
Guest: “And is it safe walking between the hotel and the district? You know where I am going with this right?”
Me: “Yes. I think I have pretty good idea, sir. There should be no issue walking between us and the district, sir. Otherwise our concierge can arrange a cab for you. Any further questions?”
Guest: “No, I think that’s all. Thank you so much for your help! Have a great day!”
(The call ends, and my coworker turns to me.)
Coworker: “Another ‘John’ going to Amsterdam?”
Me: “Yup.”
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