Notes
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Greeting-
Hi! Thank you for calling customer service, this is John. May I know your name please? Marchy
aprl 25 full refund
72802752951284
Hi [guest's name], how may I assist you today?
-[EMPATHY]-
I would be happy to help you, but first, I would need some additional information from you so I can work on your req, is it ok?
Then may I have your itinerary and email address/phone number, please?
Resa verification-
Allow me to confirm if your booking is at ___, from ___ to ____?
Confirm req-
According to what I heard, you would like to _____, right?
Execute-
Allow me to have maximum 5-7 mins to check the information, then I will get right back to you. I will place you on hold, but if you need anything, just call my name, again, it is John. Is it ok for you?
In case a call back is needed, can I reach you back on your registered numbers?
Inform G regarding req's result-
+Yes: I has checked and confirm your req can be processed right away, [addition information], would you want me to process it?
+No: According to the information on the system, your booking _____
Closing-
Is there anything else I can do for you, [guest's name]?
Thank you for calling [brand's] customer service, [wish].
876e9284-cc68-44c9-b71d-f78c65794873//G follows up on cxl req//inform another team took over and will get back to G at the end of today//2993//EOC
Amanda 72810552814694
67f9e0c4-df99-4d7e-bd2c-b8a8f8d92c45//G wants to cxl booking//Process//29717//EOC
Andrew
Book a wrong hotel
f0ebbf12-8409-419c-96b5-506a2938e469//G wants to cxl booking 72054527394734 - 72054527470333// Cxl both bookings// EOC
Forgot to document the case
Linda
double billing
85.45 + 85.11
dd3e71e2-ede5-476e-878c-8a8797f70274// G was charged 2 times (85.45 + 85.11 USD)// send email to req POC, G hang up after confirming arrival of said mail// EOC
Kylie
72809897045659
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