CUSTOMER SERVICE | Omeleto

Summary

In a humorous and chaotic customer service interaction, Mr. Coburn calls American Airlines seeking the name of a jazz song he heard on a flight. His frustration escalates as he faces unhelpful and distracted employees, leading to confrontations and misunderstandings. Eventually, a supervisor resolves the issue by sending an email with the song list, highlighting the importance of patience and effective communication in customer service.

Takeaways

• 📞 The caller is seeking assistance from American Airlines for identifying a song played during a flight.
• 🎵 The song in question is described as an old jazz piece without vocals, melodic, and colorful.
• 🛫 The caller flew on American Airlines flight 1024 from New York to Los Angeles.
• 😔 The caller had a negative experience on the flight, including issues with the sun and a disruptive seatmate.
• 👦 The caller mentions a personal situation involving divorce papers and a strained relationship with his daughter.
• 🤔 The airline representative, Maggie, initially struggles to understand the caller's request for the song's name.
• 🚫 The conversation is monitored for quality, and there is a policy to report suspicious behavior to the TSA.
• 🤦‍♂️ The caller expresses frustration with the lack of assistance and requests to speak with a supervisor.
• 💬 There is a misunderstanding where the caller is mistaken for having romantic intentions, which he vehemently denies.
• 🏪 The script includes a scene in a vintage store where the caller confronts an unhelpful employee, Carlos.
• 📧 Eventually, Ambu from American Airlines offers to email the caller a list of in-flight music selections to help identify the song.

Q & A

What was the main reason the customer called American Airlines?

The customer called American Airlines to find out the name of a song that was played during his flight.

What was the flight number and departure time of the customer's journey?

The customer was on flight 1024, departing from JFK at 6:00 a.m.

Why did the customer have a negative experience on the flight?

The customer had a negative experience due to the sun in his face the whole time because the passenger next to him didn't want to close the window.

What was the customer's initial request to the representative named Maggie?

The customer's initial request was to know the name of an old jazz song that was played on the in-flight music channel.

How did the customer describe the song he was trying to identify?

The customer described the song as an old jazz song without vocals, very melodic and colorful, with different lines and colors intersecting.

What was the customer's reaction when the representative could not immediately identify the song?

The customer became frustrated and requested to speak to a supervisor.

What misunderstanding occurred between the customer and the store employee in the script?

The store employee misunderstood the customer's intentions, thinking he was trying to flirt with her, while the customer was only seeking help to find a song.

Why did the customer decide to take the albums from the store?

The customer decided to take the albums because the store employee could not help him find the song he was looking for.

What was the customer's complaint about the store employee's behavior?

The customer complained that the store employee was on Instagram the entire time he was talking to her and was not paying attention to his request.

How did the supervisor, Jeb, attempt to resolve the situation with the customer?

Jeb, the supervisor, tried to calm the customer down and asked him to cooperate, but the customer was upset and wanted to speak to a higher authority.

What was the final resolution provided by Ambu from American Airlines?

Ambu, who is in charge of in-flight amenities, promised to send an email to the customer with a list of all the songs from the in-flight playlist.