“THE FIRST CALL OF THE NIGHT COMES THROUGH; A CUSTOMER IS AT JFK AND HER FLIGHT HAS BEEN DELAYED BY THREE HOURS WHICH MEANS SHE WILL MISS HER CONNECTING FLIGHT FROM LGW TO IOM. I GO DOWNSTAIRS AND VIEW HER BOOKING ON MY LAPTOP.”
13:30 Agent Support is as busy as ever and my morning has gone over pretty quickly. Time for my lunch break before seeing what the afternoon will bring! 16:30 It always tends to get really busy around this time, and I receive a call from a customer in resort who is not happy with the area surrounding his hotel. It’s his partner’s birthday and he wants to move to make sure their stay is really special. I manage to negotiate charges so we can help the customer to move and offer three alternatives including upgrades. The customer requests a call back in the morning when he has reached his decision – I set a call back on the system to prompt me to call back in the morning. 17:30 Time to go home, laptop and mobile in bag and all working. When I arrive home I set everything up so I’m prepared to be on call for any emergencies when the office closes at 8pm. 19:58 I turn the mobile on; I’ve had my tea, tidied up, and had a bath and am now all ready for any calls that may come through. 21:00 So far so good, no calls! I turn in for the night to watch TV in bed before going to sleep. I have two phones, a notepad and pen on my bedside table.
00:39 The first call of the night comes through; a customer is at JFK and her flight has been delayed by three hours which means she will miss her connecting flight from LGW to IOM. I go downstairs and view her booking on my laptop; I have called the airline however they aren’t able to assist over the phone. I try to call the customer back however no signal – I send her a text to ask her to call me back as soon as possible. I receive a call back 30 minutes later, after going back and forth we agree the best option is to book her a later connecting flight to IOM. I make all of the necessary arrangements and email boarding passes over. I call customer back to make sure she has everything she needs - she is extremely grateful and thanks me for all of my help! 01:50 Back upstairs to bed. I double check my alarm is set for work in the morning. 02:13 Second call of the night comes through – this time a customer has arrived into MCO without the relevant car hire voucher, asking which supplier her car hire is through. I check the HTOL file, however no car hire is included in the package. I check Isell and the car hire was on the file loaded separately, so after checking the confirmation attached to Isell I advise the customer which car hire company she is booked with and advise her of the desk she is looking for, describing the logo. Desk located and another happy customer!
02:19 Off I go back upstairs again. Hopefully I’ll be able to get my head down for a few hours.
DIARY DATES 2019
25 – 29 APRIL 2019 Personal Travel Consultant and Homeworker Conference, Tivoli Carvoeiro, The Algarve
7 JULY 2019 Hays Travel Garden Party
8 DECEMBER 2019 Customs House pantomime
YOUR NEWS FROM YOUR COMPANY 47
Made with FlippingBook - professional solution for displaying marketing and sales documents online