'Thank you for calling Caesars Package Support - my name is Lori, how may I help you today ?'
○ Try to locate the pax on platform / ask booking number PK -12345
● Reason for the call ( Active Listening )
● Empathy / Ownership on the call
○ Ex : I understand how frustrating this might be, but rest assured we will work together to resolve this issue.
● Repeat your understanding ( Reason for the call )
○ Should match with pax and need to get the acknowledgment from the pax
○ Ex : If I understand your issue correctly, you want to ………- Correct?
● Probing / Identifying all the required information for any amendments
● SOP ( call flow adherence ) ○ Undergo required resolution.
■ If possible to resolve on the call, please do so
■ If not possible, inform the client of a realistic timeline for next steps
● Repeat everything you did and confirm the updated the information
● Value add if needed ○ Not mandatory at this stage but might be something we're looking to work on in the future
● Close the call. ○ Thank them for their time, advise any next steps if necessary, send through updated itinerary
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