For those of you who don’t know, back in the day I worked for a large American Corporation as a Customer Experience agent on the Spanish market. Because this was a few years back, I gotta be honest, I totally forgot about this until yesterday. I only worked for two years and three months at this company, but believe you me, this was plenty of time to go through a lot of experiences and situations that I never thought I’d have to face. Getting back to the actual story, first of all, what you need to know is that the case itself from the very beginning started on the wrong foot. This customer, a host, called because he had some doubts about an upcoming reservation. Keep in mind, the check-in date was later on, a week from the day he called if I remember correctly. The host starts to…

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