Mock Call Practice | Hotel Reservation | Short Version

Summary

The video script features a mock call scenario at Hotel California, where a customer named Steven books two rooms for August 18th. The call emphasizes the importance of reading product knowledge before a mock call. Steven requests rooms with specific amenities, and Candice, the customer service representative, assists him in finding more affordable options. She offers two classic king rooms for $250 total, instead of the deluxe option. The call highlights secure payment processes, and the video is recommended for call center newbies, providing a step-by-step explanation of the call flow.

Takeaways

• 📖 Importance of reading the product knowledge before starting the mock call.
• 📞 The mock call involves booking rooms at a hotel with a customer named Steven.
• 🏨 Steven is booking two rooms for four people (two couples) at Hotel California.
• 💻 Steven prioritizes rooms with Wi-Fi and initially asks for a room with access to a swimming pool.
• 💲 The initial room suggestion includes two deluxe king rooms, costing $400 total.
• 🤑 Steven finds this option too expensive and asks for a more affordable one.
• 🏝️ Steven decides to forgo the swimming pool and chooses two classic king rooms for $250 total.
• 📧 Payment is made via a secure email link, not over the phone, for security reasons.
• 📝 The customer’s email address is confirmed, and payment details will be entered through the secure link.
• ✅ The call concludes with a recap of the booking details and a reminder to watch out for phishing emails.

Q & A

What is the main purpose of this transcript?

The transcript simulates a mock call for training purposes, where an agent assists a customer with booking rooms at a hotel. It emphasizes the importance of reading product knowledge before the mock call for better performance.

Why does the speaker stress reading product knowledge before the mock call?

The speaker stresses reading product knowledge because it accounts for 50% of the success in passing the mock call test, helping the agent better understand the products and services being offered.

What are the customer’s requirements for the booking?

The customer, Steven, is booking for four people (two couples) and needs two rooms with Wi-Fi. Initially, he asks for rooms with access to a swimming pool but later decides he doesn't need the pool since they plan to visit the nearby beach.

What was the agent's initial room recommendation, and why did the customer reject it?

The agent initially recommended two deluxe king rooms, each costing $200, which included a king-sized bed, Wi-Fi, swimming pool access, and free lunch and breakfast. The customer found the price too high and requested a more affordable option.

What alternative room option did the agent offer, and why did it suit the customer?

The agent offered two classic king rooms for $125 each, totaling $250 for two rooms. These rooms still had Wi-Fi and a king-sized bed, but no swimming pool access and only free breakfast. The customer agreed as they planned to eat lunch at the beach.

How did the customer provide payment details, and what security measures were mentioned?

The customer provided their email address for receiving a secure payment link. The agent explained that the hotel does not take credit card information over the phone for security purposes and emphasized only using the official email from [email protected] to avoid fraud.

What additional clarification did the agent ask for when taking the customer's email?

The agent asked for clarification on the spelling of the customer's name, specifically whether 'Steven' was spelled with a 'V' or a 'P.' This ensured accurate communication and avoided errors in the email address.

What was the total cost for the two rooms, and what did it include?

The total cost for the two rooms was $250. It included Wi-Fi, king-sized beds, and free breakfast, but excluded the swimming pool and free lunch, as per the customer’s preference.

What instructions did the agent provide to complete the booking?

The agent informed the customer that they would receive a secure email from [email protected] with a link to enter their card information and complete the payment. They also warned the customer not to click on emails from other sources to avoid scams.

Why is this mock call important for call center trainees, according to the transcript?

The mock call is important because it provides practical experience for call center trainees, especially those new to the field. It helps them understand the flow of a customer service call, practice booking procedures, and learn how to handle common customer queries.