Call Etiquette for External Agents and B2C

Theme: Always Be Humble and Kind Without Forgetting Assertiveness

1. Call Opening

Standard Statement: "Hello, I’m [name]. How may I assist you today?"

2. Active Listening, Empathy, and Assurance

   Ensure you listen attentively without interruptions until the caller has explained their issue fully.

   Empathy Statement: "I’m sorry to hear this. I understand your situation, Mr./Ms. X. I will do my       best to assist you and resolve the matter."

3. Rephrasing the Issue

  "So, from what I understand, you’re saying…"

4. Collecting More Information

    "Could you please provide me with more details regarding this?"

5. Holding the Call (to Analyze the Issue)

 "May I place your call on hold for two minutes while I check this with the hotel and get back to you?"

6. Getting Back to the Caller (Without a Resolution)

   "Thank you for your patience, Mr./Ms. X. I’m sorry to inform you that…"

7. Call Transferring

   Before transferring a call, provide the caller with your name so they have a point of reference in case of a dropped call. This adds a personal touch and shows your commitment to their issue.

Example:
Guest: "Can you transfer my call to the Manager?"

TCST: "Certainly, Mr./Ms. X. Please stay on the line while I transfer your call to Mr./Ms. Manager. In case the call disconnects, please feel free to reach out to us again."

When communicating with the manager:
TCST: "Mr./Ms. Manager, there is a call for you from Mr./Ms. X. Would you like me to transfer the call?"
Manager: "I’m in a meeting at the moment. Could you please ask them to call back in an hour?"

TCST: "Mr./Ms. X, could you please call back after an hour? The manager is currently in a meeting."
Guest: "Okay, I’ll call back later. Thank you."

8. Call Back Confirmation

"Can you please confirm if this is the correct number to call you back on?"

9. Getting Back to the Caller (With a Resolution)

"Thank you for your patience, Mr./Ms. X. I’m pleased to inform you that…"

10. Call Ending

"Is there anything else I can assist you with?"

"Thank you for calling the Travelclub Customer Success Team. Take care and have a great day!"