Some do appreciate

As I previously posted, I have been working in a reservation call centre for the past month or so. Frankly, it's not an easy job. Had it been only reservations (as it is intended to be), that would have made it easier. However, many people phone to try and get everything for free and if they do not succeed in doing so, they start calling you names that only God himself knows from where did they pick them up. Nonetheless, from time to time, you get a call from a really nice and kind person who understands that what you are doing is your job.

Yesterday evening I had quite a particular call. At first I thought the person on the line was one of those who have nothing better to do with their lives, so they phone us to let it all out. But as I went through the history of this caller, I realised that I couldn't blame him for his behaviour. The company had made quite a few mistakes in his regard. I fetched a supervisor, since my position as a call agent does not allow me to make certain decisions by myself. But apparently the supervisor was having a row with someone on a mobile phone, therefore no interest was shown as to the caller's problem. I tried to help the customer the best I could offer. And the best thing is....the caller appreciated it:

Dear *******

Thank you so much for all your help this afternoon and for being the first
person at *** ***** to actually take my complaint seriously; you handled a
very annoyed customer very professionally and calmly; you managed to solve
my immediate problem as well as making sure I got your email address correct
so you could pass my complaint on.

I'm very sorry if I was a bit aggressive....however if you read the email
you may see why I might be a bit upset!

Do show this to your supervisor....in my view you are excellent at your job.


Many thanks again

Best regards

******* *****
Managing Director
************

Yes, some do appreciate!