CUSTOMER SERVICE | Omeleto

Omeleto

27 Jul 201812:08

Summary

TLDRIn 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.

Outlines

00:00

🎵 In-Flight Music Inquiry 🎵

A passenger named Charles Coburn calls American Airlines to inquire about a song he heard during his flight. He had a difficult trip, dealing with personal issues and an uncomfortable flight experience. Despite the unpleasant circumstances, he was captivated by an old jazz song without vocals that he heard on the airline's music channel. He doesn't know the song's name or artist but describes it as melodic and colorful. The conversation with the airline representative, Maggie, is tense as Coburn is frustrated and demands to speak to a supervisor. The interaction highlights a customer service challenge where the customer's needs are not met, leading to escalation.

05:04

🛍️ Vintage Store Confrontation 🛍️

In a separate scenario, Mr. Coburn visits a vintage store seeking help in identifying the same jazz song. The store employee is unhelpful and distracted by social media, leading to a heated exchange. Coburn expresses his dissatisfaction with the service and threatens to leave and call the police if not assisted. The employee, Carlos, dismisses Coburn's complaints and suggests he leaves the store. Coburn's frustration escalates, and he contacts American Airlines again, speaking to a supervisor named Jeb, who tries to calm the situation and maintain decorum. The summary shows a customer's struggle with unresponsive service and the tension that arises from it.

10:07

📧 Resolution and Apology 📧

The final paragraph reveals a resolution to Mr. Coburn's issue with American Airlines. Ambu, who is in charge of in-flight amenities, contacts Coburn to offer assistance. Ambu acknowledges the difficulty of identifying the song without specific details but promises to send an email with a list of songs from the in-flight playlist to the address used for Coburn's flight booking. This gesture aims to satisfy Coburn's request and rectify the earlier poor customer service experience. The paragraph ends with a note of thanks from Coburn and a sign-off from Ambu, indicating a positive conclusion to the ordeal.

Mindmap

Keywords

💡American Airlines

American Airlines is a major airline in the United States, serving as a central part of the script's setting. The video's theme revolves around a customer's interaction with the airline's customer service, highlighting the challenges of navigating corporate communication channels. In the script, the customer calls American Airlines to inquire about a song he heard during his flight, exemplifying the service aspect of the airline.

💡In-flight amenities

In-flight amenities refer to the services and features provided to passengers during a flight, such as music, food, and entertainment options. In the script, the customer's search for a song is directly related to the in-flight music selection, which is part of the amenities offered by American Airlines to enhance the passenger experience.

💡Customer service

Customer service is the provision of assistance to customers, often to handle complaints or inquiries. The script primarily focuses on the customer's interaction with American Airlines' customer service representatives, showcasing the complexities and sometimes frustrations of seeking assistance from a large corporation.

💡Jazz

Jazz is a music genre characterized by improvisation, syncopated rhythms, and a rich history in American culture. The customer in the script is trying to identify a jazz song he heard during his flight, which becomes a central element of the narrative as he attempts to reconnect with a moment of respite amidst a difficult journey.

💡Flight 1024

Flight 1024 is the specific flight number mentioned in the script, which the customer took from New York to Los Angeles. This detail is crucial as it provides context for the customer's experience and the setting in which he heard the song he is trying to identify.

💡Supervisor

A supervisor in a customer service context is an individual with authority to resolve issues that cannot be handled by frontline representatives. In the script, the customer requests to speak with a supervisor after feeling unsatisfied with the assistance he received, indicating a common escalation path in customer service interactions.

💡Instagram

Instagram is a social media platform that allows users to share photos and videos. In the script, it is mentioned as a distraction for one of the customer service representatives, highlighting a potential issue with employee engagement during work hours and contributing to the customer's dissatisfaction.

💡Misunderstanding

Misunderstanding refers to a situation where the intended meaning of a message is not correctly interpreted. The script includes several instances of misunderstanding between the customer and the customer service representatives, which exacerbates the conflict and drives the narrative forward.

💡Disrespectful

Disrespectful behavior is conduct that shows a lack of respect or consideration for others. The customer describes one of the customer service representatives as disrespectful, indicating a breakdown in communication and contributing to the negative customer experience.

💡Email

Email is a method of electronic communication that allows for the exchange of messages over the internet. In the script, the supervisor offers to send an email with information about the in-flight music, demonstrating a resolution to the customer's issue and a common method of providing information in a corporate setting.

💡Walter White

Walter White is a fictional character from the television series 'Breaking Bad,' known for his transformation from a high school chemistry teacher to a drug lord. The mention of Walter White in the script is likely a humorous reference or a cultural allusion, possibly indicating the customer's frustration and desire for a dramatic resolution to his issue.

Highlights

Customer calls American Airlines to find the name of a song played during a flight.

Customer mentions it was an old jazz song without vocals that was very melodic and colorful.

Customer had a bad flight experience due to the sun in his face and a difficult interaction with a fellow passenger.

Customer is insistent on finding the song name to help him cope with the bad memories of the flight.

Customer interacts with multiple American Airlines representatives, expressing frustration with their inability to help.

Representative Maggie tries to assist but misunderstands the customer's intentions, leading to a tense exchange.

Customer visits a vintage store to find the song on his own, but the staff there are unhelpful and dismissive.

Customer confronts a supervisor at the store, escalating the situation and leading to a heated argument.

American Airlines supervisor Jeb tries to calm the customer down and offers to help, but the customer remains agitated.

Customer accuses the airline of trying to cover up the poor service from the previous representative.

Ambu from American Airlines finally offers a solution by sending an email with the list of in-flight music.

Customer expresses relief and satisfaction with Ambu's assistance in resolving his issue.

Customer asks Ambu to apologize to the previous representative on his behalf, showing a change in attitude.

Transcript ends with a humorous reference to the TV show Breaking Bad, adding an unexpected twist.