Job update

I’ve been meaning to write this blog post since last Friday but in typical fashion I’m busy as ever which is a good thing. Let me just start by saying, I LOVE MY JOB… well, JOBS.

Thursday and Friday last week I got the opportunity to go to our downtown offices in the Montgomery Building (used to be the old Montgomery Wards building). Going there was sort of surreal because the place is so huge. It’s like 9 stories high but the thing is, it just feels so massive, maybe because there’s nothing big around it. I walked into the main part of the building and looked for an easy way to get to the 6th floor to meet up with the person I was supposed. Of course I took the elevator, couldn’t find the stairs, but I got sort of freaked on the elevator as it’s glass and you can see out in the middle of the building where the seating for the cafeteria, etc is and me with my love of heights didn’t like that so much so i just stood facing the door hoping it would go fast enough so I didn’t have to think about where I was. Thursday I spent time with our Fulfillment Services branch of the organization and then on Friday I spent with the “traditional” side of the house.

It doesn’t seem like there’s that much that makes the two groups different but there it. FS (Fulfillment Services) do not have anything to do with customer service. If there’s any issue with a change or anything they kick it back to the agent. Traditional on the other hand is all about customer service and going the extra mile. What’s different too is that FS ticketing agents have to be able to use 4 different databases as not all airlines, etc use the same database where as those that are traditional just use one database. Traditional have customers from only one company. What do I mean? Well agents are aligned to a company so they only get calls for a particular company rather than from any company like FS.

Spending time at the offices was very interesting and enlightening. I don’t think I’ll ever book a ticket somewhere unless I’m sure about the whole trip because from the back end making the changes is quite intensive. I also got the opportunity to be double jacked in and listened to both the agent and the customers call and got the opportunity to help in a few instances. It was so cool and fun but I’m glad I’m not in customer service. One of the many times I was listening this customer wanted the agent to find him a hotel in Federal Way that had a kitchen and was available for 2 weeks. I think the agent and I spent about 15 minutes to find him one only for the guy to tell us that that was the hotel he was in and he didn’t like it. OK, so the agent and I look and find another one after another 15 minutes and were ready to book the guy only to find out that they guy was going to go check out the hotel and would call back if he wanted us to book it. Argh!!! I don’t know how the agents do it.

I was really glad I got to opportunity to go there for a few days because it gave me a great perspective of the employees and their needs when it comes to training. I also got to meet one of the guys in my group too which wasn’t too bad.

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