JournalismPakistan.com April 28, 2015
People worry about major issues like atomic warfare and whether their houses are earthquake proof. I worry about less grand things like why are all agents at the other end of the line busy serving other customers.
It does not matter which service I am calling in whatever part of the world I am always told all lines are busy or all our customers are having a blast. I am happy for them and may they get ace service but if I have to listen to your drivel for 10 minutes then two factors rise to the fore.
One, you have a crappy company because there are so many complaints. Get your act together, mate, you can’t be doing that good if there are always folks complaining.
I called an airline to redo my flight to Dubai. They were busy serving others in the morning, in the evening, at night and at 0530 before the sun had come up. You must be supremely inefficient if all your lines are booked at that hour.
I finally got a guy on a line who told me this was not the right number and gave me another number. Presto, I got through after a bath and a shave and they said they were not the right numbers and gave me the first number in what was now becoming a telephonic ping pong game.
Get more people, contribute to employment.
Don’t say things like your waiting time is one minute when 20 minutes later that minute is still ticking along.
And do not, do not say is there anything else I can help you with if you haven’t solved my problem.
This airline, they want me to come four hours before departure so I can pay them more money to fly the same route.
If you come late, I am told on Try 19, we may not board you.
Paradoxically, at the same time they have sent me an SMS saying I should reach Delhi airport and carry a pre-printed boarding pass and go straight to the gate and duck check in.
Obviously, someone on this carrier is not talking to the other person.
(The writer is a Senior Editorial Advisor of Khaleej Times and the paper’s former Editor. He has also been the Editor of Gulf News, Gulf Today, Emirates Today and Bahrain Tribune)
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