Me: “Thank you for calling, how may I help you?”
Guest: “Hi, yes, I’m calling because your hotel charged our credit card twice?”
Me: “Okay, ma’am, if I can have your name, I’ll look you up in the computer and we can get this straightened out.”
Guest: *morphs into an uber-witch in 3 seconds flat* “Straightened out? D**n right you’re going to get this straightened out! You charged enough for that crappy little room, I’ll be d**ned if we’re paying for it twice! My husband works too hard for his money to be charged double for something like this! There wasn’t even a BAR there!”
Me: “I’m sorry, ma’am, but if I can just have your name and the date you stayed–”
Guest: “That’s just IT! I was charged on two separate DATES. My name is _______ and my husband and I stayed there on June 9th. There’s another charge on there for the 17th, I want this fixed!”
Me: “Yes, ma’am. I understand, ma’am. I’m looking now, ma’am… okay, I see the problem. You did stay here on the 9th of June. I’m showing that someone by the name of [husband] stayed on the 17th.”
(There’s dead silence for a moment, and then whispering.)
Guest: “What?”
(At this point my stomach falls into my shoes, because I can hear her mind ticking away, and I know something she doesn’t: another name is listed on the screen with her husband’s for the June 17th stay, and it’s NOT HERS.)
Me: “Um… ma’am?”
Guest: “I see. You’ve been very helpful.”
Me: “Thank you ma’am. Can I help you with anything else today–”
(At this moment the woman drops the phone but does not hang up, and I hear her begin to scream at someone, swearing in combos I never would have thought up. I hang up quickly and try to go about my business, making a note of it to tell my boss. Then I get another phone call…)
Me: “Thank you for calling, how–”
Guest’s husband: “I want to talk to your manager, you stupid little b**ch! You dumb little c**t, you probably just cost me my marriage and I am going to sue your s**thole hotel for every penny it’s worth! Do you hear me? Do you?!”
Me: *click*
Enjoy.
