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Just out of interest, what would you do if I customer service agent for an airline, in trying to agree with you, suggested that you should be "pissed", in reference ...
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  1. #1
    Established Member beardoc's Avatar
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    What language is okay or not okay for Airline Customer Service lines?

    Just out of interest, what would you do if I customer service agent for an airline, in trying to agree with you, suggested that you should be "pissed", in reference to being annoyed? I was a little taken aback and suggested that I didn't need to hear him saying that and that I was not annoyed, and reiterated that I needed him to log a support ticket with the IT department to fix the problem that I was experiencing.

    24 hours later, I'm still wondering, should he have said "pissed"? I'm not angry about the language, but I just thought it was really odd - kind of incongruous.

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    Member bigjobs's Avatar
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    Re: What language is okay or not okay for Airline Customer Service lines?

    first world problems eh?
    bodog and juddles like this.

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    Hvr
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    Re: What language is okay or not okay for Airline Customer Service lines?

    I guess it depends on the airline and how serious the problem was and I suppose what class you were travelling in. Also, factors such as how long the conversation had been going on and if he was mirroring your words, attitude etc.

    Depending on the total situation I wouldn't be too offended but that is me. We're all different.

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    Re: What language is okay or not okay for Airline Customer Service lines?

    Quote Originally Posted by Hvr View Post
    I guess it depends on the airline and how serious the problem was and I suppose what class you were travelling in. Also, factors such as how long the conversation had been going on and if he was mirroring your words, attitude etc.

    Depending on the total situation I wouldn't be too offended but that is me. We're all different.
    "....what class you were travelling in." What's that got to do with anything?
    wingspan likes this.

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    GPH
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    Sentences being shortened again.
    My pet hate is " enjoy " .......enjoy what ?

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    Hvr
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    Re: What language is okay or not okay for Airline Customer Service lines?

    Quote Originally Posted by robd View Post
    "....what class you were travelling in." What's that got to do with anything?



    Well they may treat Y pax differently from F pax. After all you cannot downgrade a Y pax whereas if the issue was about an F pax being downgraded it would definitely warrant such language if the OP had used it or indicated they weren't offended by it.

    Therefore the phone agent might have been using such language to demonstrate their empathy with the OP.

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    Established Member robd's Avatar
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    Re: What language is okay or not okay for Airline Customer Service lines?

    Quote Originally Posted by Hvr View Post
    Well they may treat Y pax differently from F pax. After all you cannot downgrade a Y pax whereas if the issue was about an F pax being downgraded it would definitely warrant such language if the OP had used it or indicated they weren't offended by it.

    Therefore the phone agent might have been using such language to demonstrate their empathy with the OP.
    Certainly if the OP was chatting in a similar conversational style, I totally agree.

    This topic obviously also relates to word meanings in different countries.

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    Re: What language is okay or not okay for Airline Customer Service lines?

    Quote Originally Posted by GPH View Post
    Sentences being shortened again.
    My pet hate is " enjoy " .......enjoy what ?
    The Journey of course.
    Ewing likes this.

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    Re: What language is okay or not okay for Airline Customer Service lines?

    Quote Originally Posted by Hvr View Post
    Well they may treat Y pax differently from F pax. After all you cannot downgrade a Y pax whereas if the issue was about an F pax being downgraded it would definitely warrant such language if the OP had used it or indicated they weren't offended by it.
    Indeed, the reality is that not every customer is treated the same - I reckon Mr CL in 1A is going to be spoken to differently vs. the leader of the brood on their way to CNS.

    Therefore the phone agent might have been using such language to demonstrate their empathy with the OP.
    And this mightn't work with everyone as the OP has demonstrated. It wouldn't bother me though, unlike things such as not being able to understand the operator, the operator unwilling to work towards resolving the issue, entering your account number and being asked for it again and so on.

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    Re: What language is okay or not okay for Airline Customer Service lines?

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    Quote Originally Posted by robd View Post
    Certainly if the OP was chatting in a similar conversational style, I totally agree.
    Agreed. Friday I was presenting at grand rounds (normally fancy schmancy) but the mood of the room was quite casual. I was asked a very casual question from someone in the audience, and I replied something about it being "super cool" - normally not acceptable in a formal setting, but quite appropriate given the company (I hope!).

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