Thursday, 9 a.m., the day’s just getting started. I sit down in the open space. The call center staff who make up my team are already on the telephone, busy taking travel bookings on behalf of one of our clients, a leading travel operator. 

I’ve barely switched on my computer when I see the panic-stricken eyes of Célia, a new employee who’s just joined the team. She signals to me that she’s just switching the call through to my phone. It rings. I pick up, unconcerned.

“Yes, hello, I’m calling you because I want to book the trip to Turkey that you are offering.”

While he’s starting to tell me what he has in mind, Célia comes up to me and whispers the name of the client. I frown. I think I know that name. Seeing my confusion, she enlightens me “the actor!”   

I go tense. Yes, I know that name. Actually, everyone knows that name!

Ok, I have to relax again. I tried to ignore the fact that I’m talking to one of the greatest French actors and concentrate on his request. I call up the client sheet that Célia created a few moments earlier and enter new informatons. Wow!

I give him as much advice as possible and try to help him in his project as best I can. I listen to his needs and wishes and meticulously note down the factors that are important for him. And then, with this as my basis, I talk to him about the best excursions, restaurants and hotels available at his destination. I even try to make a few jokes! Fortunately, after working for several years as a supervisor, I’m thoroughly familiar with all the offers.

At the end of a long discussion, the time for payment arrives. He gives me his card number: payment refused.

“I’ll try another card”

But things work no better with the second. Or even the third. 

I start to grow tense at the idea of not being able to conclude this sale. I feel under a bit of pressure…

So I do absolutely everything I can and even push customer service rather further than usual: I suggest that I call his bank on his behalf.

After several phone calls with the bank, many minutes of waiting and lots of twists and turns ... the payment finally goes through!

“Thank you very much for your help and your advice!
I'm sure this trip is going to be fantastic!" 

A sigh of relief, mission accomplished! I put down the phone with a relieved smile on my face and sink down into my seat. I take a deep breath. I need a coffee!