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Anruf auf einer Kundenhotline, Fluggesellschaft

Ich rufe auf der Hotline einer Fluggesellschaft an, um eine Unklarheit bei einer Buchung zu klären. Wie so häufig, kündigt die Stimme vom Band an, dass aufgrund des hohen Anrufaufkommens derzeit längere Wartezeiten bestehen. Wenn ich, der Anrufer, es wünsche, könne ich die Wartezeit dadurch verkürzen, indem ich per Tastendruck die englischsprachige Kundenhotline wähle.

Gesagt, getan. Tatsächlich nimmt nach nur wenigen Sekunden eine Mitarbeiterin der Fluggesellschaft meinen Anruf entgegen.

Mitarbeiterin: „Good evening, this is (name of the air carrier), my name is XX. How can I help you?”

Anrufer: “Hi, good evening, my name is YY. I just got redirected from your company’s German-language hotline, because there’s too much traffic right now. Is it necessary that we speak in English or is it also possible to talk in German?”

Mitarbeiterin: “Hmm, this is the English-speaking line, Sir. But if you wish the German-language service, you have to call again.”

Anrufer: “No, no problem. I am just asking because if you were a German-speaker, it would somehow be strange to talk to you in English, just because I chose the English-language line in order to cut down on the waiting time.”

Mitarbeiterin: “Sir, this is the English-language line of (name of the air carrier). If your English-language proficiency is not good enough, please dial the number once again and wait for a German-language operator to pick up.”

Anrufer: “Do I sound to you like my English proficiency was not sufficient? I can tell that you are not a native speaker, and neither am I. It could have been the case, however, that you were a native speaker of German, just as I am, and then we could have …”

Mitarbeiterin: “This is the line for English only. Please redial the number of the German-language hotline. Thanks for your call, bye.”

Beep, beep, beep.  

10.11.15 19:34

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