Listening: Call Center Booking Calls

OBJECTIVE: To develop students’ listening skills in context

Instructions:

1. You will listen to different phone conversations between a customer and an agent
2. Take notes and answer the questions (take notes on your computer to practice typing and
then answer the questions on the worksheet)
3. Use the “Quality Form” to evaluate each call
4. Throughout these calls, you will improve your listening skills, while at the same time you
learn important aspects of the call center industry such as:
a. Common reasons why customers contact a call center
b. Solutions to common problems
c. Technical vocabulary and customer service phrases
d. Account Profile (Customer Service, Tech Support, Sales)
e. Note taking (spelling, numbers, etc.)
f. Probing questions
g. Overcoming objections

CALL 1

1. What are the reservation details?

Location: __________in Savannah, Georgia.___________________________
Check-in and check-out dates: ______________This afternoon and check out
tomorrow.___________________
Occupancy and bedding type: ______Near the airport.__________________
2. What is the difference between a Standard hotel booking and a Hot Rate hotel
booking?
On a standard deal, you can see the price andthe name of the hotel before you
book it.And the cancellation depends on hotel policies.On a hot rate deal, you
won't see thename of the hotel until immediately after you completethe booking
and your account has been charged.
______________________________________________________________________
___________
3. What’s the customer’s budget?
_________$100 per night._______________________________
4. What hotel does the agent offer? How much is it?
the Spring Hill Suites by Marriott Savannah Airport.We can book this hotel for $94
per night plus taxes.They have a standard room withtwo double beds that you
need.
______________________________________________________________________
___________
 Attributes Yes No N/A
Active
Listening
Emotional Connection Empathy
Probing
Questions
Accurate Information
Communication/ Pronunciation

CALL 2
1. What’s the customer’s concern?
______________________________________________________________________
___________
I want to know if it's possible to cancel my booking because I didn't know I had to
pay a $200 deposit and I cannot afford it._______ ____________________
2. What is the itinerary number?
____461-410-1983._________
3. What does the phrase: “Let me pull up the information” mean?
______________________________________________________________________
___________
______________________________________________________________________
___________
______________________________________________________________________
___________
4. What is the email address associated with the booking?
_____For security reasons, it is Alisonkeller@bellsouth.net._______
5. What are the car-rental details?
Agency: _____hertz___________
Pick-up and drop off dates: _______pickup date, November 30.______
Renter’s name: __Her name is Alison Keller._______
Pick-up location: ______Ronald Reagan, Washington National Airport._______
6. Why did the agent call Hertz and what did the Hertz agent say?
a._______________________ I would like to know if youcharge an incidental
deposit for $200.And I also want to know ifthe reservation was used or
not._________________________
___________________________ b.___________________ And I also want to know
ifthe reservation was used or not. Okay.What happens is that she doesn't have
enough fundsto pay for the deposit, but it's not used,and we do charge a deposit
of $200._____
7. What was the confirmation number that the Hotwire agent provided to Hertz?
_______Confirmation number is H, as in Harry 866-494-1320._____
8. What was the agent’s explanation after calling Hertz?
this is a hotrate reservation, which is one of the most restrictive ratesthat
 Hotwire has however, we will be able to makea one time exception for you and
we will processthe refund for the reservation, since we understand you don'thave
enough credit to pay for the deposit.
9. How much was the refund and its timeframe?
It takes one to two business days for Hotwire,and then it will take five or seven
businessdays for your bank to finish the transaction.Okay, thank you.Okay, well, I
processed the refund for$156.84 and you will receive an emailconfirming the
cancellation and the refund.
______________________________________________________________________
___________

Attributes Yes No N/A

Active
Listening
Emotional Connection Empathy
Probing
Questions
Accurate Information
Communication/ Pronunciation

CALL 3

1. Why did the customer call and what is his name?

I made a hotel reservation online, butit seems my last name was misspelled.My
name is Larry Lam.
______________________________________________________________________
___________
2. Why did the agent call the hotel? What did they say?
I can see here that we havea reservation at the hotel Irvin.This is in Denver, and
you are right.I see that your name was misspelled.I'm trying to check in, but
theywon't let check in because of that.Okay, let me get in contact with thehotel
to see what we can do.
______________________________________________________________________
___________
3. What’s the agent’s explanation as to why the name can’t be changed? What option
does
she offer?
I already spoke with the hotel manager and hesaid that it's not possible to change
the name.But I have another option for you.Keep in mind that the booking you
have rightnow was made under the most restrictive rate.So normally this
reservation cannot be changed,canceled or refunded because it's not
refundable.However, due to the situation, I can offer you tocancel the
reservation and we will have to rebook it.
______________________________________________________________________
___________
 ______________________________________________________________________
___________
4. Why did the agent offer to book a Standard rate deal for the new reservation?
We will have to book a standard rate deal in order tobook the same hotel,
because on a hot rate deal, we don'tknow what hotel we will be until we book it.
______________________________________________________________________
___________
5. What was the new booking’s total price?
__The total price, including taxes, is $384.90.____
6. How much was the refund?
_____You will receive a refund for $279.90___