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You almost lost a customer but then came Ricky!
My name is Toni White and I am glad to tell you about my experience. It started out well (or so I thought). I called for the first time and spoke to an agent named Erika. She was extremely helpful in answering a LOT of my questions and was patient when being put on hold to reach my cruise mate for a three-way conversation. On April 21st, I was ready to book and asked for an 8:30 call in which I was assured she would make. She did not. I emailed and called. And emailed and call more asking for a call on the 22nd as well. No call back. I did, however, receive a standard (non-personal) email twice asking me to contact her. Still no phone call or email acknowledging my request to speak and book. May 9th is fast approaching at this point and I’m getting anxious about the price going so high that it would be out of my range thus canceling my trip. “One more try”, I said to myself but I need someone else. AND THATS WHEN I FOUND RICKY GIBSON!!! Being as transparent as I can, I admit, I started the conversation with a negative attitude saying, “If you want to hear my story, I’ll tell you but if not get me to your supervisor NOW!” Instead of returning my energy with more negativity, he subtly diffused my frustration and gently guided me “back to the light” with the perfect mixture of professionalism and humor. The end of the story is that both my friend and I are very much looking forward to our 4-day cruise to Mexico. Thanks to Mr. Gibson, the price suited us, we gained valuable cruising knowledge and have decided to send all our friends to Ricky to book their cruises. My advice to you: If you want to book and re-book clients, give Ricky Gibson a raise and a promotion! By the way, Erika NEVER called me back. You almost lost a customer.