Mock Call Practice | Hotel Reservation | Short Version
Summary
TLDRThe 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.
Outlines
📚 Importance of Reading Product Knowledge
The speaker begins by stressing the importance of reading the product knowledge before starting the mock call. It is emphasized that half of the success in passing the mock call test is based on understanding this knowledge. The speaker pleads with the audience to take a minute or two to go through the product information, as it is crucial for a smooth and successful call.
🏨 Booking a Hotel Room: Initial Interaction
The mock call starts with Steven requesting to book two rooms for four people at Hotel California. Candice, the customer service representative, offers assistance and asks which room he is interested in. Steven admits that he hasn't reviewed the available rooms but is willing to provide his requirements for Candice to suggest the best options.
🛏️ Room Recommendations Based on Needs
Steven explains that the group consists of two couples, so they need two rooms, preferably with Wi-Fi and a swimming pool. Candice suggests two deluxe king rooms, which offer Wi-Fi, pool access, free breakfast, and lunch, all for $400. However, Steven finds this price too high and asks for a more affordable option, stating that they plan to visit the beach nearby and won't need the pool.
💸 Adjusting the Offer to Fit Budget
Candice offers a more budget-friendly option—the classic king room, which excludes the swimming pool and lunch but includes Wi-Fi and breakfast for $250 for two rooms. Steven accepts this offer as it perfectly meets their needs, confirming they won’t be using the pool and will be having lunch at the beach.
📧 Payment and Email Confirmation Process
Candice explains the payment process, noting that they don't accept credit card information over the phone for security reasons. Instead, she will send Steven a secure email link where he can enter his payment details. Steven provides his email address, and Candice verifies the correct spelling.
✅ Final Booking Confirmation
Candice confirms the final details of the booking: two classic king rooms for August 18th at a total cost of $250. She informs Steven that he will receive an email from [email protected] and warns him not to click on any other suspicious emails. Steven expresses satisfaction with the service, and Candice thanks him for his call.
🎥 Additional Resources and Final Goodbye
In the final part of the video, the speaker invites viewers to check the video description for a detailed explanation of the mock call, providing insights into the flow of the conversation from start to finish. This is particularly helpful for call center newbies who may find the process overwhelming. The speaker then encourages viewers to subscribe and like the video before signing off.
Mindmap
Keywords
💡Product Knowledge
💡Mock Call
💡Booking
💡Deluxe King
💡Classic King
💡Wi-Fi
💡Swimming Pool
💡Payment Link
💡Free Breakfast
💡Customer Service
Highlights
The agent emphasizes the importance of reading the product knowledge before beginning the mock call, stating that 50% of the success depends on it.
The agent introduces themselves politely and asks how they may assist the customer, demonstrating proper call center etiquette.
The customer asks to book two rooms for four people and mentions not having time to browse the website, showcasing a realistic customer interaction.
The agent inquires about the customer's specific needs, such as Wi-Fi and a swimming pool, to tailor room recommendations.
The customer specifies that they need two separate rooms for two couples, further clarifying their request.
The agent suggests deluxe king rooms with Wi-Fi, a swimming pool, and free meals, demonstrating product upselling strategies.
The customer mentions the offer is too expensive and negotiates for more affordable options, representing a common real-life customer scenario.
The agent adapts to the customer's budget and suggests classic king rooms without a swimming pool but with Wi-Fi, showing flexibility in meeting customer needs.
The customer accepts the classic king rooms and agrees that they don't need the swimming pool, but will still have Wi-Fi and breakfast.
The agent explains the payment process, ensuring customer security by avoiding credit card information over the phone.
The agent confirms the email address by spelling it out phonetically, showing attention to detail and clarity in communication.
The agent recaps the booking details, confirming the customer's agreement, demonstrating the importance of double-checking information.
The agent advises the customer not to click on any other emails for payment except those from the official booking email address, highlighting fraud prevention.
The customer expresses satisfaction with the service, and the agent closes the call professionally with a polite farewell.
The mock call highlights a step-by-step demonstration of customer service skills, emphasizing rapport building, problem-solving, and clear communication.
Transcripts
one two three
ring
hey excuse me for a minute before we
begin
i want you to please please please read
the product knowledge of this mock call
do not skip to the mock call without
reading the product knowledge
i promise you fifty percent of your
success in passing your mock call test
depends on your ability to comprehend
the product knowledge
before the mock call so please do
yourself a favor
and take a minute or two to read and
understand this mock cost product
knowledge
okay so here it goes
hi thank you for calling hotel
california this is candice how may i
help you
hi candice this is steven i'd like to
book for
four people please and that would be
for august 18th
sure stephen i'd be happy to help you
with that so
which room do you have in mind actually
i gotta tell you first
that i am super busy so
i haven't been able to browse through
your website and i don't know
i don't really know the rooms you have
right now
but i could give you my requirements and
then
you suggest the best rooms for me
could we do that absolutely what do you
need
so there are four of us
including me and we need something with
a wi-fi
and maybe a swimming pool got it
will you four be staying in one room or
separate rooms
oh sorry i forgot to tell you um
that would be separate because you see
we're two couples so we need two rooms
i see so in that case i
recommend two deluxe kings
each room has a king-sized bed which
fits two people
a wi-fi and access to a swimming pool
and free lunch and breakfast all of
these
for two hundred dollars each and that's
gonna be
four hundred dollars for for two rooms
how does it sound
oh that is a bit too much
that's a bit expensive actually do you
maybe have something
more affordable than that it's just not
now that i think about it
i remember there's a beach close to your
hotel so we will
probably just take a trip there and you
can take out the swimming pool
is that possible sure let me see your
options here
so if you want to take out the swimming
pool
and just have the wi-fi then we
certainly have a room for that
and that is the classic king for 125
each which is 250 for two rooms as
opposed to 400
and you're still gonna get the king-size
bed and the wi-fi
but i have to tell you steven aside from
having no swimming pool
you will also only get a free breakfast
instead of
lunch and breakfast is that okay with
you
perfect perfect candice that's exactly
what we need
we'll be having lunch at the beach
anyways so we won't be eating at the
hotel
so two classic king it is uh do you need
my credit card number
or what do you need uh for security
purposes we don't really take credit
card info over the phone
but what i need from you instead is your
email address
where i can send you a link where you
can
securely pay and enter your card
information
okay cool you can send it to steven
underscore 182 at gmail.com
thank you how do you spell stephen by
the way is that a steven with a v
or a steven with a p that's with a p
for pepper thank you
so just to make sure let me just spell
that out for you that is
s for sierra t for tango e for echo
p for peter h for hotel and for nancy
underscore 182 at
gmail.com yep that's correct
okay perfect so
just to recap you will be booking
two classic kings for this august
18th 2020 and the total amount is
250 dollars for two rooms are all of
these correct
yep all correct thank you steven
so after this call you should receive an
email from
booking at calihotel.com and that email
is a secure link
where you can click and enter your full
name
and card info i also want to remind you
not to click
any of the email that is not from
booking calihotel.com
because we only take payments through
this one email all right
gotcha so is there anything else that i
can help you with today
nope you've been very helpful candace
thank you so much you're most welcome
steven thank you for calling hotel
california you have a great day
have a great day candice bye
if you want a detailed explanation of
what is said during the call and the
call flow
from start to middle to finish
check the description below because i
have attached
the link of the video where i
included a detailed explanation of what
was going on
during this muck call this is especially
important
if you are a call center newbie this
could
really be a lot to take in and the
explanation in the video will help you
make sense of everything that goes on in
the makkal so that's
it if you like this video consider
subscribing and liking this video
bye thank you for watching
Посмотреть больше похожих видео
5.0 / 5 (0 votes)