|The detour through Oklahoma did have its points of interest.|
Deanne was pleasant, apologetic, and sent over a couple of vouchers should Joe and I ever find the time and money to take another trip. I was confused:
Me: You're from the airlines?
Deanne: Yes, I work for American.
Me: You're not some kind of outsourced professional smoother-over?
Deanne: (confused): Smoother-over?
Me: You know, someone they hire because nobody there knows how to talk to people. Be nice. Do the customer-servicey thing.
Deanne: Customer-servicey thing?
Me: I mean you're calling me back and not acting like I did something wrong. I guess my question is, your paycheck says American Airlines?
Deanne: Yes, ma'am. I work directly for American Airlines.
I was dumbstruck. With all the recession woes and job insecurity, I have found it shocking how so many people in customer service vilify and mistreat the consumer. I've had Walgreens' cashiers refuse to get off personal phone calls with a line 6 people deep. I've screamed for help in the middle of Home Depot and nobody came. At Champp's this weekend, my friends and I waited 20 minutes before the waitress pulled herself away from her chums and flirty boy manager to finally take our order.
I've worked these exact kinds of jobs (and worse) when the economy was great and finding a new gig was easy, but employees were still held accountable for their actions. I just can't understand this take-it-or-leave-it philosophy. And the sad part is, we're all learning to take it.
So Deanne is the reason I will be having crow for dinner tonight. She couldn't have been nicer, more sympathetic, or happy to make things right.
I just wish she'd get a job at CPS' contracted bus company.