the Encyclopedia Absolute, Dunnwitch Press, 1899
Background: Overnight Manager / Night Auditor at a large chain hotel in the bluest state.
I had such a guest last night, one we are all very familiar with at my hotel: here, for your enjoyment is part of my shift report to management this morning:
I had the
I called ISP, and spoke to their Network Administrator: he checked the system, and told me he wasn’t seeing any specific issues with the connection to that room. He then offered to try and assist the guest directly: I thanked him, put him on hold and called Mr. Twit back. I explained that I had the Network Administrator on the phone, that this is the person who actually has the ability to help him, and would he care to speak to him to see if we could get this issue resolved. He grudgingly consented, after again telling me to ‘make sure I hear from a Manager!' I then completed the transfer.
About 20 minutes later, I called ISP back to find out what happened. A different associate answered the phone, and told me the guest had declined troubleshooting assistance. She was able to share with me the actual problem was with the configuration settings on his computer: while not really their issue, they were willing to try to help. She also mentioned that he was
I did establish a ‘Non-Revenue’ Service Recovery, and also initiated a 2500 point service recovery. Rather than attempt to speak to him live again, I prepared a suitable note (see attachment) and personally delivered it to his suite by sliding it under his door at 3:00 a.m.
Good Luck. I do not know what else I could have done: some people just do not want to be helped! I know you will be able to handle him, (FOM), however, as a precaution I am copying this to (GM) as an FYI because it somehow would not surprise me if this particular guest decided to go ‘straight to the top’. I suggest you review his details page in (Database) before speaking to him: he certainly seems to know what he thinks he wants! /excerpt
If only I had the powers other ascribe to me!
Crossposted to my journal, and appropriate communities