If Airbb trained 911 staff

[Sarah977]

911: Good afternoon, I'm Jacilundie Q, your 911 agent today, how can I assist you?

Caller:  OMG, I just gashed my leg open!  I think I must have hit an artery or something, because the blood's coming out really fast and hard. Did you get the photo? I have a towel pressed against it, is there anything else I should be doing until the ambulance arrives?

911: I'll go check, sir, just give me a moment.

Crickets......

Crickets......

Caller: Hello, hello- are you still there? I'm starting to feel faint....

911: Yes, sir, I'm back now, sorry for the wait, I was just checking with my supervisor. We both reviewed the photo, and your arm looks fine to us. I don't think it's anything you need to be concerned about, but if

Caller- It's my leg! And... I'm... losing... con...sciousn.......

911: you need more information, I've just texted you a link to our 911 Help page which has a comprehensive checklist of everything that should be in your first aid kit. Is there anything else I can assist you with today, sir? Sir, are you still there? I'm sorry sir, but if a caller doesn't respond within 30 seconds, we close the ticket. Okay sir, this case is now closed, but don't hesitate to let us know if you need more help in the future, we're always here to assist you with any issues. Have a great day and thank you for calling 911!

[Anna9170]

@Ann72  You will not believe me, I feel sometimes ashamed when it is considered a good tone to scold the support of airbnb. I have read so many topics, and I think a lot depends on the region, because in America, the strangest attitude to hosts and their problems.🙄
But it all depends on what kind of problem you have chosen to address. If I choose "reservation", everything is fast and okay. If I choose "security", it's a total ass. I waited 1,5 months for the answer on an urgent situation when drunk guests threw bottles and glasses from the balcony, a child cut himself on the shards, parents made a statement to the police. Yes, everything as I love.😆  1.5 months!!!!!! They expect that the problem will disappear like a pregnancy, yeah. 🤣
But on all other issues - five minutes, half an hour, an hour, no questions or complaints. 

[Marg11]

@Anna9170 Yes, Airbnb is great at the internet side of the business and great guests arrive, we greet them, they stay, we clean and more lovely guests arrive. When there is a problem the Airbnb CS are quick, understand what's going on and it's sorted. Sometimes it takes a few explanations to get the actual problem sorted. The best part is not handling any money. 

Same when we have booked as guests on holiday. The host's site shows where you'll be staying and all the details. Some are even better than they look online. Hosts are kind, genuinely welcoming, provide little extras and local knowledge. Very different from a motel/hotel. 

Our regulars are now friends. 

[Ann72]

@Anna9170  Oh, I do believe you about the shame!  I feel the same way.

I think you've put your finger on exactly why there are different outcomes!

[Ute42]

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Hi @Ann72  , 

I think there's nothing wrong if You report on a positive experience with CS. Actually, whenever I read something positive about airbnb I thumb it up. They are not all bad.

I for one have never contacted customer service in the 3 years I'm listing with the company, but CS contacted me last year from their side when there was an issue and they sorted everything out ok. They asked me 3 times if I was happy with the outcome and 3 times I said yes.

Their last message to me was:

There is no doubt that positive experiences with CS do exist, but they're an accident. I think there's nothing wrong if You report on an accident in Your life.

cc: @Sarah977 @Anna9170 @Helen3 

[Ann72]

@Ute42  I agree with everything you say except your use of the word "accident," which I think is disrespectful to people who do a good job.  The people who work in support are probably not very well paid (and we have seen from other posts that some outsourced companies require them to pay for their own training).  They probably have hosts, guests, AND managers screaming at them half of every day they're there.

In 6 years of hosting, I have had to get in touch with them half a dozen times and they've contacted me two or three times.  Every interaction has ended well, but I've never had a security or trust issue.

This most recent case was about reservations, and the agent was intelligent, well-informed, attentive, and quick on her feet.  I'll make a separate post about it.  It's an extremely dull story, but it does have a happy ending.

cc:  @Helen3 @Anna9170 @Sarah977 @Tara-Bunch 

[Sarah977]

It isn't CS staff I blame for unhelpful responses, it's Airbnb (note the title of my spoof), which obviously trains them to respond like robots. I'm always polite with them, thank them for their time- I agree they have a unattractive job, dealing with distraught people all day., some of whom I'm sure aren't polite at all.

Yes, there are certainly knowledgeable, helpful ones,  but there is a format they all use, placating phrases, etc. and it seems a big rush to close cases. And that it's the luck of the draw as to whether you get a good rep or a bad one, that inconsistency, is just wrong. The outcome of an issue shouldn't depend on which rep you happen to get, and they most definitely should be trained well enough that they don't give out incorrect information, which happens quite often.

@Ann72

[Ute42]

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@Ann72 

„which I think is disrespectful to people who do a good job“.

Some of them don't do a good job.

I think it's not disrespectful to call a bad performance a bad performance. Perform better and I'll praise You.

[Ann72]

@Ute42  I think calling a bad performance a bad performance is absolutely fine.  But you said, 

"positive experiences with CS do exist, but they're an accident."

So I thought you meant those who did a good job did so by accident.

[Anna9170]

@Ute42  @Ann72  

There are moments in movies when a cute waitress pours a drink on you, she is very upset and apologizes. You realize that it was an accident, everyone has, ok. Then the same cute waitress drops a hot dish on you, and of course there will be a lot of sauce that will absolutely ruin your costume. She apologizes again, you are already angry, but still believe in chance. And then, of course, she will drop chocolate ice cream on you, and you will go completely mad. (No, this is not a script for an erotic movie like 9 1/2 weeks)).

I'm sure none of us have any complaints about the Personally employee, the abstract John Smith).

But if these people do their job then let them do it well. I am ready to make a private donation to a woman in difficult circumstances with a bunch of children. She sits at the computer and does not understand anything in this area, she just needs to feed her family, ok. 

But when I make a request for a professional platform on a difficult and urgent situation, and I pay % for service, and the guest pays % for service, then I want a reasonable and effective response, quickly. And I don't care in what circumstances an employee works there. There is no need to mix business and personal. As Godfather used to say 😎.