CHAPTER 12
Don’t You KnowWho I Am?
YOU PICK UP THE PHONE WITH A POLITE, “Front desk. May I help you?” The woman’s shrill voice at the other end of the line almost knocks you flat: “How dare you!”
Before you can catch your breath, she continues:
“I am a very important opera singer, and our company is here at this hotel for one night. I always make it clear when they make our reservations that I am to sleep in nothing smaller than a king bed. This room has a queen bed. How did you allow this to happen? Didn’t they tell you that a diva was staying here tonight?”
“Yes, you are a diva,” you think silently to yourself, as you ponder your options. The hotel is sold out. It is now past midnight. And no one ever informed the front desk that anyone staying ...
Get The Customer Service Survival Kit now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.