work sucked

today was good.....all the way until the end of my shift.....

i needed some advice on a reservation someone had made back before i even started.....basically a member called in to book a cruise and land package......worth about $2000 in commission......the original agent booked it with the cruise line.....but didn't put it in the AAA system......and this was back in may......

so the member calls me back.....asking about her cruise......and i give her all the wrong information.....because it wasn't updated in the AAA system......i called the cruise line and got the correct information......it had a new confirmation number, a whole new entire booking basically.....but the agent didn't put it in the system AND is on an extended leave of absence.....

the member had not received ANYTHING from us about her reservation.....no invoice or anything......and by AAA standards......if it's not in the system......if the agent who booked, doesn't put any claim on it......anyone can take the reservation......or basically "steal" the commission......

it's happened before......and it will continue to happen....trust me.....

that's why agents spend a lot of time DOCUMENTING the res system......

granted the agent did have a PNR in the system......but it was invalid and needed to be reversed.....basically the confirmation number for the cruise line, the stateroom, and all the details were wrong.....that's why i gave the member the wrong information......even the price was wrong......

so basically what i COULD have done......was cancel the res with the wrong information......and input a new res with the CORRECT information......and take over the res......since the agent was going to be on extended leave, and no one knew when she would or IF she would be coming back......AND the members (by chance) ended up with me......started calling ME......and now i have built a repor with them......

but i didn't do that......

i felt it was wrong to completely "steal" the res.....and have the original agent get nothing......i mean SHE DID call the cruise line and get everything straightened out......she just didn't do any paper work, she didn't have anyone else do the paperwork for her and she didn't designate anyone to follow up with the member for her.......

so i called my coach for advice.......she told me to put in a new invoice under my name......cancel out everything......and put everything i did and start the documentation on the res......she also told me to e-mail my supervisor and the agent's supervisor what i did......document it......and ask IF APPROPRIATE to split the commission......which i thought would be fair......i mean, the original agent started it......and i'm finishing it......i spent time talking to the member.......i did all the paperwork.......i should get something out of it......

i mean......if i DIDN'T have to do all the paperwork......draw up an itinerary......spend time with the cruise line getting all the information BECAUSE the original agent didn't put it in......and going back and forth with the cruise line and the member......then yeah, i wouldn't want the split.......

BUT since i HAD to do it......i HAD to re-build the invoice......i HAD to go over EVERYTHING with the member since there was NO documentation regarding what the original agent said AND i'm going to be basically taking over the res in a service type of view because now the member will be calling me with questions and will be expecting me to help her with the rest of her stuff like special requests and what not......i would think......i would possibly get some compensation for my time......i mean c'mon......with all the time i've spent with the member and re-documenting everything and talking with the cruise lines......i could have been on the phone getting sales......but i wasn't......i was picking up someone elses slack......

so i do everything my coach says to do......re-build it.....and e-mail the supervisors to see IF APPROPRIATE (exact words) me and the original agent could split the commission......MY supervisor said no.....that *I* should get it all......according to AAA ownership of PNR's, whoever enters it in AND documents it......should get the credit......

and i shrugged it off......and thought cool......

BUT the agent's supervisor was furious......she called me up and was insistant that *I* was trying to steal the res......that *I* was cheating the rep.....because the rep DID put in a res first......and that she did ALL the work......i told her that my coach stated that since the invoice was incorrect.....(dates, booking, stateroom) that that invoice was invalid......and needed to be reversed......and that i did EVERYTHING my coach said to do.....to a "T".......

but her supervisor belittled me......told me that i basically shouldn't get anything......asking me why i didn't just put the res under the original agent's name.....and why i should get credit when she did all the work???.....(when basically, come to think about it......if she really DID all the work, then the correct PNR would have been in the system)......and then she went on to ask "are you new??.....how long have you worked there?" in a tone of voice that made me feel incompetent and brought me to tears......

here i was trying to do the right thing......THINKING i was doing the right thing......and i get yelled at......i mean she didn't scream at me or anything......but her tone of voice really put me off......like i was being scorned......like i had done something really really bad......

i mean.....ALL I WANTED when it came to asking for half of the commission, or not even half......maybe part......was a "yes you can split it" or "no, will we not split it"......THAT'S ALL I WANTED TO KNOW.......and i would have been content with that......i mean, yeah, i'm spending my time with the member and the cruise line.....and yeah that's taking me away from MY OWN reservations......and yes, it took time re-building everything......

and all she could have "yes" or "no"......that's the only answer i was looking for......but instead i was critized for what i was told to do and how i handled it.......

i went back to my coach and told her what happened......and she said that she would take care of it......that if the other supervisor wanted to do any disciplinary action against me for "stealing reservations"......that she would handle it......and have everything come back to her......she told me what to do.....she told me to e-mail the sups......AND she told me to ask for the part of the commission.....i did EVERYTHING she told me to do.....

my collegues all agreed that i should have just taken the res and leave the sups and coaches out of it.....and just let it all come out in the wash......i just didn't feel right about it......

i mean, EVERYONE gets their reservations stolen by another rep......and i've seen people hurt and pissed off by it......*I* just didn't want to do that to the original agent......and *I* just didn't feel right doing it......

but still i went home upset......feeling terribly down.....and feeling that doing the "right" thing.....was bad.....i mean i literally cried......in front of my collegues......and in front of my coach......because this supervisor made me feel like i wasn't doing my job.....she made me feel inferior and incompetent......and when she asked "how long have you work there???" as if i didn't know what i was doing......made me feel that maybe i DIDN'T know what i was doing......and made me question myself......

it's hard when you feel you've done your best......did your best......went through the right channels......and told the truth.......and you are made to feel like you should have never even tried.....