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Mock Call Guidelines

The document provides guidelines for mock call responses when booking hotel and flight reservations through E-TECH Travel and Tours. It outlines 7 steps: 1) opening spiel, 2) empowerment statement, 3) empathy statement, 4) gathering customer information, 5) processing the request, 6) verifying the booking, and 7) closing the call. The representative is instructed to confirm customer details, present booking options, verify the itinerary and payment, and provide reminders before concluding the call.

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640 views

Mock Call Guidelines

The document provides guidelines for mock call responses when booking hotel and flight reservations through E-TECH Travel and Tours. It outlines 7 steps: 1) opening spiel, 2) empowerment statement, 3) empathy statement, 4) gathering customer information, 5) processing the request, 6) verifying the booking, and 7) closing the call. The representative is instructed to confirm customer details, present booking options, verify the itinerary and payment, and provide reminders before concluding the call.

Uploaded by

Turtle Art
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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MOCK CALL GUIDELINES

E-TECH TRAVEL AND TOURS


HOTEL AND FLIGHT BOOKING

1. OPENING SPIEL: “Thank you for calling E-TECH Travel and Tours, my name is
____________________ how may I help you today? (Always sound like you are smiling)

2. EMPOWERMENT STATEMENT: “Do not worry, I am very much willing to assist


you/help you out with that…”

3. EMPATHY STATEMENT - the ability to understand and share the feelings of


another.
This can be used for complains, troubleshooting and services needed.
Other examples of empathy statement:
1. I see you’ve been with [Company Name] for X years. That’s a long time!
2. I appreciate your patience.
3. Thank you for remaining so positive.
4. Your business means a lot to us.
5. I want to thank you for taking the time to speak with me today.
6. I am really sorry to hear that from you.
7. I apologize for the inconvenience that this issue has caused you.

4. VERIFICATION/GATHERING OF INFORMATION: “Before I go ahead, may I please


ask some information so that we can proceed with your request?”

Full Name, Complete Address, Contact Number, Birthday, Social Security Number
(last 4 digits only) (SSN), email address

Customer Information:
Customer name:
Address:
Contact #:
Birthdate:
SSN (Last 4 digits):
Email Address:

****Thank the customer at the end


5. PROCESSING REQUEST: “You wanted to book a flight/book a hotel on what date is
that again?”
***Take note of the date.

Ask your customer:


FOR BOOKING OF FLIGHT
 Preferred flight sched – Time
 Read to your customer the Airlines available for her preferred time and the
costs
 Listen to your customers preferred Airline.
 How many will be travelling
 If round trip that should be times 2.
 Asked the departure date and return date (if round trip)
 Check if how many will be travelling then multiply it to give the total cost
 Careful when giving your customers the total payment
 Inform your customer the total cost of her payment

Flight Information:

Route (one way or round trip):


Flying From (Ohio or New York):
Departure date:
Return date:
Number of Passengers:
Airlines:
Flight Class:
Time:
Total cost:

FOR BOOKING OF HOTEL

 Listen to your customer if what is her preferred Room


 Read to your customer the available room base on her preference.
 Listen to your customers preferred room.
 How many will be checking in
 Check in date and check out date
 Read the inclusions of the room once customer is already done choosing the
room
 Check if how many rooms she would like to book and for how many days.
 Inform your customer the total cost of her payment
 Careful when giving your customers the total payment
Hotel Information:

Hotel (La Vista or Hilton New York):


Type of Room (Standard, Deluxe, Suite):
Number of rooms:
Check in date:
Check out Date:
Total cost:

Payment:
 Payment method (we only accept credit card) VISA, DISCOVER, AMERICAN
EXPRESS, MASTERCARD
 Credit Card (if you did not get the credit card number, let your customer repeat
it for you. You are not allowed to repeat it – 16 digit number)
 CVV number at the back of the credit card number (3 digit number)
 Ask for the expiration date of the credit card

6. VERIFY TO YOUR CUSTOMER IF SHE IS OKAY WITH HER BOOKING – “I will now
proceed to the final process. Would it be alright if you could stay on line like 2-3
minutes while I process your request?”

***If your customer is okay if he or she can be put on hold, always thank him or her.
***Always ask your customer a permission if you will be putting them on hold.
***Always get back to them if you have already lapsed the time given for putting them
on hold. And ask permission again.

“Thank you very much for patiently waiting. I have now successfully processed the
booking of your flight/hotel.

Just to recap:

You booked a flight/hotel…….


READ ALL HOTEL AND FLIGH INFORMATION IN THE RECAP
The total cost of your payment is…….

Is there anything else that I can help you with?

Before I end this call, please be reminded of the following below:”

REMINDERS FOR FLIGHT BOOKING:


 Check in time is 1 hour before departure
 Present 2 Valid ID’s upon check in
 Cancellation is not allowed 2 days before departure
 No cancellation in all promo fare tickets
 A confirmation and an E-ticket will be sent to you via your email address
provided.
REMINDERS FOR HOTEL BOOKING
 All rooms are not pet friendly
 All rooms are non-smoking
 Check in time is 2:00PM
 Check out time is 12:00noon
 Cancellation is not allowed
 A confirmation and an E-ticket will be sent to you via your email address
provided.

7. CLOSE THE CALL: “Is there anything else I can help you with?”
***If the customer will say NONE then close the call

“Thank you for choosing E-TECH Travel and Tours, again my name is __________
You have a great day! Goodbye!”

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