Adam84 From United States of America, joined Jul 1999, 1400 posts, RR: 2 Posted (13 years 6 months 3 weeks 2 days 6 hours ago) and read 1534 times:
Ok well I am pretty much done with my training to be a res agent for BA. I just have 2 more days and thats just learning some stuff for BA Holidays.
Anyhow we have gone up to the floor to double jack with other reservations agents who have worked there for awhile. I have been pretty much shocked at how much these people dont care. Of the four people I doublejacked with about 3 of them didnt really care about anything.
First off most of these people didnt care about spelling the pax names right, which I was told causes problems when they are trying to go through immigration. They seemed to forget to inform the person they had a 12+ hour layover in London, or they forgot to tell them the flight was operated by another carrier. Some of seemed like they just didnt give a damn about whether these people get pissed off or not.
Also BA has some screwed up sh%^ goin on up in there too. The girl I was talking with got a really bad score on one of her QA reviews. You want to know why. Well BA seems to think that every person that calls wants to buy a ticket. You are pretty much required to say "Will this be on your Visa today?" right after you give them the fare quote. Even if they tell you they are just looking for prices. If you dont, bad scores. Personally I feel it is extremely rude to say that and I will not say that when the pax have clearly told me that they are just looking for prices.
For the past 4 weeks I have been extremely happy with my new job. But I can pretty much see that its not turning out to be the peaches and cream I had hoped for. Thanks for listening to me vent.
Adam84 From United States of America, joined Jul 1999, 1400 posts, RR: 2
Reply 5, posted (13 years 6 months 3 weeks 2 days 5 hours ago) and read 1497 times:
Oh yeah the benefits are great. They expect that we (from the current class) will have our fam trip somewhere around Dec. First class on the way over, 4 days in London and Club World on the way back. But benefits dont make up for shady practices.
Anyhow I am going to stick around anyways then Im going to try to get into BA Holidays when they move up here from Orlando. Thats a whole different ball game thats not like the wham bam thank you maam of the general reservations.
As for now I will do my best at what I was hired to do. If they have problem because I am not following their stupid policies, I will rock the boat.
IMissPiedmont From United States of America, joined May 2001, 6371 posts, RR: 32
Reply 6, posted (13 years 6 months 3 weeks 2 days 4 hours ago) and read 1489 times:
Do not refuse to ask the question. You are in a sales position, the answer is either yes or no. It is not rude at all. You will hear a few people complain, but so waht. Have you never complained about something, that in retrospect, you realize you were the ass? You have a great opportunity here, make the best of it.
In addition don't let the people you listened to cloud you judgement. It is possible, in fact necessary, to not really care. Just prove to yourself that YOU have ethics to spell names right and inform your customer's of the situation.
Airlinelover From United States of America, joined Jun 2001, 5580 posts, RR: 22
Reply 7, posted (13 years 6 months 3 weeks 2 days 2 hours ago) and read 1481 times:
I had a sales job for a while, and when I was trained, I was told basically to push the customer into buying. Even if they said "I'm just looking", and I was explaining stuff to them, at the end, I was told ALWAYS to say "How will this be paid for today?" whether they were buying or not. They said it "motivated the customer." . YEAH RIGHT..Motivated them RIGHT OUT THE DOOR! Don't feel bad. I hate pushing myself on people..
Lets do some sexy math. We add you, subtract your clothes, divide your legs and multiply
Jessman From United States of America, joined Jul 2001, 1506 posts, RR: 7
Reply 8, posted (13 years 6 months 3 weeks 9 hours ago) and read 1458 times:
In res, we're human. In ANY airline reservation office you will see the agents who couldn't care less. On the other hand if you consistently offer the best customer service you know how to, and treat each customer as an individual you will find your job rewarding. I know I do.
As for the sales push, I know the feeling. If someone is just looking, they'll say no, but if your service and price has won them over you'd be surprised how many people simply say yes, let's do it.
I don't know how BA operates, but US carriers are required to give abbreviated fare rules (min/max stay, refundable/nonref, day/time/blackout, change penalties, tkt time limits, etc.), and Codeshare/OAL information. That is simply good customer service, make them know what they're buying.
I wish you the best of luck, and have fun, you're just a person getting paid to talk on a phone. On the other end of the line is a person as well.
Rojo From Spain, joined Sep 2000, 2490 posts, RR: 9
Reply 9, posted (13 years 6 months 2 weeks 6 days 19 hours ago) and read 1440 times:
An Econ Grad can work on the corporate headquarters of Continental doing many jobs. For example, the complete turnaround of Continental (GO FORWARD PLAN) was done by the CEO, COO and many grad people. The financial planning (how much can each division spend), buying futures of fuel (jet A) and many more things require economy grads. So believe me, there are many positions in an airline that require grads.
You can always work for an airline doing what you like, getting paid good and with the benefits of nonrev.
Mcdougald From , joined Dec 1969, posts, RR:
Reply 10, posted (13 years 6 months 2 weeks 6 days 15 hours ago) and read 1432 times:
If there's more than just an isolated handful of people who don't care, it sounds like a systemic problem filtering down from the top.
Unless they've got a masochistic streak in them, people will follow the path of least resistance or maximum reward, so it's up to a company to ensure that this path matches the company's best interests. Reading between the lines, it looks as though the telephone reps' performance must be measured in terms of calls handled per hour, which means that the path of least resistance is to not bother checking spelling or doing anything else that would consume phone time, even if the airline officially tells people to be careful to get things right or to tell them about long layovers.
It's a problem in every industry, not just call centres. There's a modern-day obsession with productivity numbers that doesn't always take human nature into account, and that inevitably leads to problems.