Call Of The Day

I work in a call center. I get some really weird calls sometimes.

[thecalloftheday-blog]

Can You Finish My Sentence?

Me: Thank you for calling the Los Angeles _______ my name is ______. How may I help you?

Customer: So I got a letter saying that because we’re subscribers our deadline has been extended to April 24th. We have tickets but what about that......

Me: *waits patiently*

Customer: Um.

Me: Yes?

Customer: Can you finish my sentence?

Me: What?

Customer: Finish my sentence... that outdoor venue thing. The ________ ____?

Me: Yes... that’s it.

Customer: Ok so what about the ____ ______ _______ ____? Aren’t we on automatic renewal?

Me: Well. I don’t know. I can check if you give me your account number please.

Customer: *goes silent for 5 minutes* *hangs up*

[thecalloftheday-blog]

What do you mean, "That's what sold out means?"

Customer: I have tickets for March 3rd and I'd like to see if I can exchange this one ticket for 3 tickets next to each other.

Me: Ok. *looks up concert* I'm sorry, unfortunately, we are sold out of that concert.

Customer: Completely sold out?

Me: Yes.

Customer: You don't have any tickets?

Me: That's what sold out means.

Customer: What do you mean, "That's what sold out means?"

Me: It means we're sold out and don't have any tickets to sell.

Customer: Do you have any idea how many times I hear a concert is sold out and then I'm able to get tickets?

Me: Well, customers are able to exchange out of the concert and donate their tickets last minute. That usually frees up seats. But you can absolutely call back as often as you feel comfortable with to see if any of our patrons have donated their tickets or exchanged out of the concert since we don't have a wait list.

Customer: Well, do you have a wait list for people who do that?

Me: No. That's why I suggested you call back as often as you feel comfortable with to see if anyone donates their tickets or exchanges out of this concert.

[thecalloftheday-blog]

I don't Want To Speak To You Anymore

Me: Thank you for calling the Los Angeles ------------ My name is --------. How may I help you?

Customer: I'd like to do an exchange.

Me: Ok. Do you have the tickets in front of you?

Customer: Yes.

Me: Ok. May I have the account number?

Customer: -------

Me: Ok can you please confirm the name address and phone number on the account?

Customer: *confirms*

Me: Ok. And what is your name please?

Customer: ---------

Me: Ok... well, it seems your name isn't on the account so I cannot do the exchange.

Customer: You can't?

Me: No, unfortunately, I can't.

Customer: This is ridiculous. He is out of town. Out of the country and you can't exchange these tickets.

Me: No ma'am. I will get in trouble at my job.

Customer: You know what?! I want to talk to a manager. From the beginning I have not liked your attitude. You were curt and rude and I want to speak to someone else.

  Me: O....kay.....

[thecalloftheday-blog]

How Do I Present My ID?

I haven't had a lot of calls recently... the ones I have had I figured, "I'll just do them later." ... and then I forgot. So! Here's an email of the day for you!

  From: --------- Sent: Tuesday, January 13, 2015 12:27 AM To: RES_Information Subject: -------------- Contact E-mail

 Hi. Good night! I just buy 2 tickets of SAT JAN 17 through my master card, its shows money have already paid but still not get the seats( Sectin ORCE ROW 3,seats 13 and 15). Would you send an explain mail to me (-------------) Thank you!

  From: RES_Information Sent: Tuesday, January 13, 2015 12:27 AM To: ----------- Subject: -------------- Contact E-mail

Hi Yafei,

 Thank you for your email. We are currently looking into your issue. Please note you will have your tickets for this Saturday, January 17th at 8pm in section ORCE, Row C and seats 13 and 15. The tickets will be held at will call and you will need to present your valid ID at the window.

 The ------- appreciates your support.

 Judy

  From: --------- Sent: Tuesday, January 13, 2015 12:27 AM To: RES_Information Subject: -------------- Contact E-mail

Hi, Judy,

Thank you for your response. How can I present my valid ID?

Yafei

  From: RES_Information Sent: Tuesday, January 13, 2015 12:27 AM To: ----------- Subject: -------------- Contact E-mail

Dear Yafei,

Thank you for your email. When you get to will call please pull out your ID from wherever you keep it. Your wallet, your pocket, your bag, etc. Hand your ID to the clerk at the window. You will then have presented your ID.

 Thank you for your support of the -------.

Vanessa

[thecalloftheday-blog]

You Haven't Helped Me

Customer: Hi I heard there would be Idina Menzel tickets for the Hollywood Bowl?

Me: Yep!

Customer: Can I buy those through you?

Me: Unfortunately not. That's a leased event and only Ticket Master sells those tickets.

Customer: So I can't buy them through you?

Me: No, you would have to buy them through Ticket Master.

Customer: Well, at the Staples Center they do this thing for leased events there for their subscribers where they let them purchase tickets 4 days ahead before they go on sale to the public.

Me: Well, since this is another company's event we can't do that.

Customer: Well, the Staples Center does.

Me ..........

Me: ..... Ok. Is there anything else I can help you with today?

Customer: No. You haven't helped me.

Me: Well... I thought I did when I told you where to buy the tickets, but ok. So. You're welcome.

[thecalloftheday-blog]

I Knew You Would Do This

Customer: I'd like to exchange into the Mahler concert either the 6th or the 7th. I will accept an upgrade I will not accept a downgrade.

Me: Ok. *checks* I'm sorry, but I can't offer an upgrade. Your section is completely sold out. You can only downgrade into this concert.

Customer: Well, what about the first half?

Me: Yes. That's part of your section. It's sold out.

Customer: Ugh... I knew *you* would do this.

Me: I'm... sorry?

Customer: *proceeds to talk to herself* *hangs up*

[thecalloftheday-blog]

You Have Two Accounts

Me: Ok. So it seems you do have two separate accounts here. One holds your WDCH tickets and the other holds your Hollywood Bowl tickets.

Customer: Yeah, but I ordered extra add-on tickets. Is there a way to track those? Because I saw things like the Pixar show, Hair...

Me: Yes... Those are all on your account that has the Hollywood Bowl tickets.

Customer: Yeah, but... I saw those at the Bowl.

Me: Yes... but you still have two different accounts.

Customer: Ohhhh.

[thecalloftheday-blog]

How About Three?

Customer: I'm calling about tonight's availability.

Me: Ok. We only have single seats and no two seats are together.

Customer: What about three?

Me: .... We *only* have single seats and no two seats are together.

Customer: Ok.

[thecalloftheday-blog]

The LA Phil is McDonald's

Customer: I'm looking for a concert on December 13 at 2:00 p.m.

Me: Well... we have a concert that day at 11:00 a.m.

Customer: So this isn’t your concert?

Me: No...

Customer: But...

Me: What website are you on?

Customer: www.lacma.com

Me: Ok... that's not our website.

Customer: What's your website?

Me: www.laphil.com

Customer: So... this isn't your concert?

Me: No. Which venue are you talking about?

Customer: December 13th.

Me: No. The venue.

Customer: December 13th.

Me: No... the venue!

Customer: What do you mean, "venue"?

Me: What building?

Customer: I don't know. This says... Los Angeles Master Chorale.

Me: Ok... We're the Los Angeles Philharmonic.

Customer: So what do I do?

Me: You need to call the Master Chorale.

Customer: So you can't tell me seats or prices.

Me: No.

Customer: Why not?

Me: That's not our company.

Customer: Then how do I find out?

Me: You need to call them.

Customer: Why can't I ask you?

Me: Because it's not our company. Look... there are many concert venues all around LA. They're all run by different companies. We only handle the Hollywood Bowl and the Walt Disney Concert Hall.

Customer: So you don't run the others?

Me: No. We only handle two. If you're asking about another venue and another company you need to call them.

Customer: Ok so... there are a lot of venues that are all run by other companies that are run by you.

Me: No. Uhm... Ok think of it this way. The LA Phil is McDonald's.

Customer: Ok.

Me: The Master Chorale is Burger King.

Customer: Ok...

Me: You cannot order a Big Mac from Burger King just as you cannot order a whopper from McDonald's.

Customer: Ok. So... you can't tell me prices and seats.

Me: No. You need to call them and ask.

Customer: Ok.

[thecalloftheday-blog]

I'm Looking For The North Side

Yesterday I was in the information booth... which is a lot of me telling people to go to the Box Office... which is the building next to us that says, "Box Office" in big capital letters.

Customer: Hi. I'm looking for the North Side.

Me: The North Side?

Customer: Yeah. *hands me her ticket*

Me: *looking over her ticket, reading the date, the performers* Oh... This is for the Rose Bowl.... in Pasadena. We're the Hollywood Bowl. We're in Hollywood.

[thecalloftheday-blog]

It Drives You Crazy!

Customer: You know I called all these numbers just to buy the tickets!

Me: Ok wel-

Customer: I've been on hold 15 minutes trying to buy these tickets and they make you call all these different numbers... You know press 1 or press 2 and it drives you crazy!

**I thought he had been calling different phone numbers... turns out he was just pissed he had to push 1 or 2 in our automated system before he was sent to me**

Me: Wel-

Customer: With how long it takes it doesn't even make you want them anymore! You know what?! KEEP YOUR FUCKING TICKETS! *click*

[thecalloftheday-blog]

YES IT IIIIISSSSS!

Customer: You charged me for parking at the lot and it's always free.

Me: I'm sorry? What's always free?

Customer: The parking at Pasadena.

Me: Ma'am it's not-

Customer: YES IT IIIIISSSSSS!

Me: .....

Customer: How do I get my money back?

Me: You would need to call the county or whoever owns that parking lot.

Customer: No, it's always free. They just made a mistake.

Me: Ok... then you still need to call whoever owns that parking lot.

Customer: It's always free!

Me: Look. If whoever owns that parking lot decided to start charging people we don't have a say in it. It's not our parking lot. We don't own it. We don't charge people to park there. The owner or the county charges people.

Customer: Well it is because it's connected to you BECAUSE PEOPLE GO THERE TO PICK UP THE BUS THAT TAKES YOU TO THE HOLLYWOOD BOWL!!!

Me: Yes! HOWEVER! It is not our parking. We charge people for the buses and that's all. Just because our buses are there to take people to the Bowl does not mean we own it. Which we don't. If you want a refund you need to call the owner of that lot or the county itself and tell them you want your money back and see how well that goes over.

Customer: Ok!.... Byyyyye!

Me: Goodbye.

[thecalloftheday-blog]

Forgot Password

Customer: Hi I forgot my password and I need a new one.

Me: Ok. Did you click, "forgot password"?

Customer: Oh... no. I just saw where it said to call the Box Office so I called. I suppose I should click that.

Me: Ok.

[thecalloftheday-blog]

I Called This Number

Customer: I called and purchased tickets, but they sent me the wrong tickets.

Me: Ok. May I have your account number?

Customer: Where would I find that?

Me: Ok... may I have your last name?

Customer: *gives name*

Me: I'm not actually finding anything under your name. May I have your phone number?

Customer: *gives number*

Me: Ok... I'm not finding anything under your phone number. You say you got an email confirmation?

Customer: Yes.

Me: Are you sure you purchased through us? Because if we do phone order we don't send email confirmations.

Customer: Yes! I called this number and purchased tickets!

Me: Can you tell me what your confirmation says?

Customer: On the tickets?

Me: No... your email confirmation.

Customer: Ok It says from eventtickets.com-

Me: Ok! You actually didn't purchase through us. You purchased through a third party vendor and as such there is nothing we can do since you didn't purchase directly through us.

Customer: Ok so... what do I do?

Me: You need to call them.

[thecalloftheday-blog]

Vending Machine

Customer: Hey I was just wondering if this Friday the *incomprehensible words* tour is going to be there Friday?

Me: I... who?

Customer: *incomprehensible words* tour. I went to their website and they said they would be there Friday?

Me: Be where on Friday?

Customer: The Hollywood Bowl.

Me: Ok... who is this now?

Customer: *incomprehensible words* tour.

Me: Who are they?

Customer: It's a vending machine.

Me: .... What?

Customer: Yeah the Share a Coke Tour.

Me: I... we handle concerts. I can tell you we have our DreamWorks concert on Friday...

Customer: Oh... uhm. Ok.

[thecalloftheday-blog]

Mozilla Firefox

FROM   Carolyn

SUBJECT   Hollywood Bowl

MESSAGE   KUSC just announced that Yuja Wong is playing tomorrow night (7/10) and the   flyer and hollywoodbowl.com/classical/tickets say it's 7/17. Also the web   calendar doesn't show the Pagliacci/Cavallera. What's going on?

------------------------------

FROM   Res_Information

SUBJECT   RE: Hollywood Bowl

MESSAGE Dear Carolyn, 

Thank you for your email. KUSC was incorrect. Yuja Wang will be playing July 17th at the Hollywood Bowl. As for Pagliacci, here is a screen cap of the July Calendar indicating where it is located.

------------------------------

FROM   Carolyn

SUBJECT   RE: Hollywood Bowl

MESSAGE Thanks for your reply, but if you will go here  http://www.hollywoodbowl.com/tickets/calendar-fullseason?filter=g%3A76&op=Go  using Mozilla Firefox, you will see that the Wong concert is omitted from the calendar.

------------------------------

FROM   Res_Information

SUBJECT   RE: Hollywood Bowl

MESSAGE Dear Carolyn,

Thank you for your email. I just went to that page using firefox and have the screencap below to show you where it is. If there is anything else I can help you with please let us know.

Thank you for your support of the LA Phil.

[thecalloftheday-blog]

Playboy Mansion

I'd like to write this all out verbatim as I usually do. But this conversation took 1 hour and 20 minutes... that's just too much to write! I will say though that the call of the day isn't always something horrible. Sometimes I like to highlight how awesome people can be. This call was totally that call!

I spoke with a gentleman today who needed to order Park and Ride tickets to 9 different events. He was very kind and very patient as I walked him through the process. Nor did he click on anything he wasn't supposed to. Which is more than I can say for most of my customers. He made my job and this call very easy to go through.

After the 9 bus tickets were purchased it resulted in a customer compliment for myself... and an open invitation for myself and any friend to the Playboy Mansion whenever I like.

He called back as we fixed the issue with printing which took another 40 minutes. By the end of speaking with him the whole run time took 2 hours. He was so great that it didn't even feel like 2 hours and now my day is half over!

He could have offered nothing and he still would have made my call of the day. He was very nice and upbeat and patient about everything. Sometimes people are really awesome in this job! He was one of them :)