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Thank you for reaching out and raising your concern to us.
i'm really sorry that you have to experience that situation and i understand your concern regarding to your room.
I'll be happy to assist you with your concern but first can I get your first name, your room number and i would like to know what do you want me to do ? thank you ill go ahead to check if there is a possible way to accommodate you better and don't worry rest assured that this won't happen again.
just give me a few minutes and ill get back to you.
Scenario 4
Thank you for reaching out and i am sorry hear your daughters situation,
I'm hoping for her fast recovery and in order for me to assist you, first I need get your booking number so that I can help you postponed your travel. And can you also provide me a possible (preferred) date to reschedule your travel ? Thank you for the information I'll go ahead and check what can i do.
Scenario 3
thank you for raising this concern and I'm sorry to hear that your flight was cancelled. Can I get you first name and your flight details ? rest assured that I will be more happy to review your concern.
Scenario 2
thank you for reaching out and I'm so sorry to hear about that, can I have your name and your hotel details please.
acknowledgement
empathy
probing question
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