Members don't treat customer reps as humans. They think it is our job to also contact the company assigned for each trip to make sure a driver is on the way. Don't understand that is dependent on drivers available and traffic time, members don't care and think we can just make the company assigned or the new company ( if original has no availability ) to send any driver to pick up. Agents can barely show frustration in tone of voice to avoid member filling a complaint. Only authorized to end call if member just wants to complain and not book trip, raises voice, or uses bad words.
