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Listening is a skill…

Not only for a person in customer service but for the customer. I am amazed at the number of times that a guest with a full on rage over an issue just won’t listen. Their problem has an easy solution that is being explained to them and all they want to do is restate the issue and cause a scene. Maybe I am too Zen. Maybe when I have a problem I actually want it fixed and want the solution.

I have been dealing with a company that has overbilled me and when I have called them I have stayed calm and have escalated the situation when I needed to but I figure the less I rant and rave the easier the situation can be handled because the relationship stays cordial. Yes, it took 3 calls and 3 departments but the situation got handled and I am not labelled a difficult customer or someone I refer to as “precious”.

These customers… well aren’t they precious.


 

Guest storms up to the counter and throws his room key at me.

Guest: The fucking key doesn’t work and I can’t get into my room. What kind of fucking bullshit hotel is this that doesn’t give their guests working keys.

Me: I apologize sir. Occasionally, we get a bad key in the batch. I will get this fixed right away.

Guest: Yeah, well neither key works, don’t you even know how to do your job.

Me: Sir, let me ask you this. When you tried to use the key did anything light up on the lock?

Guest: The key doesn’t work. What part of that don’t you understand. Get me a new key!

Me: Sir, it is possible that the key is good and the door lock in your room is bad. There is a battery…

Guest: I still don’t have a fucking key. I see you standing there but you are not making me a key.

Me: as I was trying to explain, there is a chance that is isn’t the key but the lock. The lock has a battery and it might need repla…

Guest: How long do I have to stand here before you make me a fucking key?

Me: Sir, I could make you 100 keys but if the battery is dead in the door, nothing is going to work. Did you see anything light up when you used the key.

Guest: More fucking excuses, is that all you people do?

Me: Sir, did anyth…

Guest: No nothing fucking lit up. Now give me a key!

Me: Sir, then it is the door lock and not the key. I will have an engineer come right up and replace the battery so  you can get into your room.

Guest: So, basically I can’t get into my room tonight?

Me: No, an engineer will fix it in the next 10 minutes and you can get into your room.

Guest: So I guess I have to hang around here for the next hour before I can go to bed.

Me: Sir, he will probably be at your door before you get up to your room if you head up now.

Guest: What a fucking joke of a hotel.

(he storms off)

 


 

(Young female guest comes up to the desk)

Guest: I am here to check in. I made the reservation through randomwholsale.com.

Me: Ok. just need your ID and credit card.

(she hands me the cards)

Guest: I need a room on the lowest floor, away from the elevator and it has to have a microwave.

Me: Well, I have a room on the 5th floor and it is 10 doors down from the elevator. We do not have microwaves. I hope that is satisfactory.

Guest: Um, I said lowest floor.

Me: Yes, the 5th floor is the lowest available floor.

Guest: So, you are saying your hotel doesn’t have a 2nd or 3rd floor? That is stupid.

Me: No, I am saying that the lowest available room tonight is on the 5th floor. All the other rooms are occupied.

Guest: I find that hard to believe.

(I never know how to answer that statement)

Me: Well, I am sorry, ma’am but that is what I have.

Guest: Well then get me further away from the elevator.

Me: I can move you to the 8th floor and you will be 14 rooms away from the elevator.

Guest: That isn’t a low floor.

Me: Ma’am, it is 11pm and we only have 10 rooms left in the hotel. I can either put you on the 5th floor or the 8th floor. Anything else is either close to the elevator or on an even higher floor.

Guest: Why is this such a difficult request?

Me: As I said, we are almost sold out and there are a limited number or rooms. These two rooms fit your request as best I can.

Guest: Well then I need you to comp me a microwave.

Me: Ma’am, as I said we don’t have microwaves to put up in the rooms.

Guest: So, you don’t have a single microwave in the hotel?

Me: No ma’am.

Guest: So how do you heat up your food.

Me: I don’t heat up my food.

Guest: but there is a microwave in your lunch room?

Me: Yes.

Guest: So you are a liar.

Me: Ma’am, that is an employee microwave. I can’t put one in your room.

Guest: Is it your job to piss off the guests.

Me: No ma’am. Would you like the 5th floor room or the 8th floor.

Guest: Give me the 5th floor even though you have rooms on the 2nd floor.

Me: Here are your keys, ma’am.

Guest: Asshole.

(she walks away)


 

Merry Christmas, Happy Chanukah and Kwanza to you all. I hope you all have a great holiday season. I will be back with a new post sometime next week.

Twitter: @VegasHC

 

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