Communication (Phone&Chat)
Call flow: (Inbound)
Opening Spiel.
Acknowledging customer’s concern/inquiry.
Show empathy (if needed).
Offer assistance/assurance.
Setting customer’s expectations (asking some information).
Assist customer/book customer’s inquiry.
Disclaimer.
Hold procedure (if needed).
Booking process/procedure.
Upsell (Insurance).
Set expectations (for call backs).
Offer additional assistance.
Closing spiel.
Opening spiel:
Thank you for choosing Jetliner Travels. My name is (Agent Name). How may I help you today?
Placing on Hold:
(Name of Customer) … (Reason) … May I put you on hold for 2-3 minutes?
Example: Mr. Smith, I will check on flight availability …
After Placing on Hold:
Thank you for patiently waiting (Customer’s name).
Closing Spiel:
Is there anything else that I can assist you for today? (If none) For more information about our services, you may visit our website at www.jetlinertravels.com or email us at info@jetlinertravels.com. Once again, this is (Agent Name.) Thank you for choosing Jetlinertravels have a great day ahead. Bye!
Scenario:
(Customer Asking for a Supervisor)
My sincerest apologies for the inconvenience this may cause you. Let me go ahead and call my Supervisor. May I put you on hold for 2-3 minutes please. Thank you!
Sample Script
Scenario 1 (Customer’s inquiry)
Mar(Customer) Called-in asking for the cheapest flight to Coron Palawan from Manila on November 8 for 1 person.
Phone Ring
Scenario 1: (Inbound)
Agent: Thank you for choosing Jetliner Travels. My name is (Agent Name). How may I help you today?
Customer: Yes May I know what is the cheapest flight for Coron, Palawan from Manila on November 8?
Agent: We are glad that you have called us. Yes we have the cheapest flight to Coron Palawan from Manila. And before I check the flight details may I ask for your Name please?
Customer: Yes my name is Mar
Agent: Thank you Ms. Mar, just to confirm you are looking for the cheapest flight from Manila to Coron, Palawan on November 8. Is it one-way or roundtrip flight?
Customer: Yes Manila to Coron, one-way only.
Agent: For how many passengers and do you have a preferred time of departure and airlines?
Customer: For 1 person only. I don't have any preferred time as long as it’s the cheapest flight for that Day.
Agent: Thank you for the information Mr. Mar, may I check for flight availability, may I put you on hold for 2-3 minutes please?
*** After 3 minutes ***
Agent: Thank you for patiently waiting Mr. Mar. The cheapest flight on November 8 from Manila to Busuangga, which is in Coron, Palawan is PHP 4,520 per person via Skyjet with estimated time of departure at 11:30 in the morning. Total duration of the flight is 1 hour and 15 minutes, inclusive of 10kls check-in Baggage. Just to inform you that this flight has only 5 seats available and prices may vary depending on seats availability and weather conditions.
Customer: Sounds great. Okay please book me on this flight. What additional information is needed?
Agent: We also have travel insurance that is only 108 pesos that has great benefit and surely will keep you protected during this period. Would you like us to add travel insurance for this flight?
Customer: Hmmmmm…. What do you think are the advantages if I add insurance in this flight?
Agent: Good thing you ask for it. Do you know that for only 108 pesos you are secured with 1 Million Accidental Life Insurance, permanent disability for 1 Million as well, and 10 thousand pesos burial assistance and remember this is only 108 pesos.
Customer: Okay go ahead and add it!
Agent: Perfect! The total cost of this flight is now PHP 4,628 for 1 person which includes your fare & travel insurance. To secure this booking, may I ask for your valid ID or passport? And how do you want to make a payment?
Customer: I will send you a scanned copy of my passport to your email. For payment, what are your options?
Agent: Perfect! You can send the scanned copy of your passport or any valid ID at info@jetlinertravels.com or to our Official Facebook Account which is Jetliner.You can make a payment thru BDO bank transfers, PayPal or remittance centers like MLhuillier, Cebuana Lhuillier, LBC or Palawan Express. Once we receive your email, we will reply with our bank information or remittance details.
Customer: Thank you! I’ll probably go for bank transfers. I’ll send you the details now.
Agent: By the way Mr. Mar, may we ask for your best contact number and email address for our reference and update for any flight fare changes?
Customer: Sure you can reach me at 09123345678 and my email is mar@abc.com
Agent: Okay Mr. Mar, we will call you as soon as we receive your payment before we proceed to flight booking. Is there anything else that I can assist you for today?
Customer: None.
Agent: For more information about our services, you may visit our website at www.jetlinertravels.com or email us at info@jetlinertravels.com. Once again, this is (Agent Name.) Thank you for choosing Jetlinertravels have a great day ahead. Bye!
Call flow: (Outbound)
Opening Spiel.
Update customer for the reason of the call.
Show empathy (if needed).
Confirmation of details.
Spell the customer’s full name phonetically.
Hold procedure (if needed).
Booking process/procedure.
Set expectations (for confirmation of booking).
Introduction of Panda Rewards.
Offer additional assistance.
Closing spiel.
Opening spiel:
Hello. Good morning, this is (Agent Name) of Jetliner Travels may I speak to Mr. Mar
please?
Placing on Hold:
(Name of Customer) … (Reason) … May I put you on hold for 2-3 minutes?
Example: Mr. Smith, I will check on flight availability …
After Placing on Hold:
Thank you for patiently waiting (Customer’s name).
Closing Spiel:
Is there anything else that I can assist you for today? (If none) For more information about our services, you may visit our website at www.jetlinertravels.com or email us at info@jetlinertravels.com. Once again, this is (Agent Name.) Thank you for choosing Jetlinertravels have a great day ahead. Bye!
Scenario 2 (Outbound): Agent Received Payment Slip
Agent: Hello. Good morning, this is (Agent Name) of Jetliner Travels may I speak to Mr. Mar please?
Customer: Yes this is Mar. I already sent my payment to your email address, did you receive it?
Agent: Hello Mr. Mar, yes we already received your payment and that’s the reason for the call. We will now process your flight booking from Manila to Coron,Palawan.
Customer: Very good!
Agent: Before I proceed let me confirm all the details.
This booking is for Manila (MNL) to Busuangga, Coron (USU) on February 14, 2020 via Skyjet with estimated time of departure at 11:30 in the morning and arrived at 12:45 in the afternoon with the total flight duration of 1 hour & 15 minutes direct flight. This flight includes 10kg check-in baggage and 7kg hand carry baggage. Is this correct?
Customer: Yes, correct!
Agent: Now let me confirm your details. The name of the passenger is MS. JEN FOX that’s spelled as Juliet-Echo-November as your first name, is this correct?
Customer: Yes, Correct!
Agent: and Foxtrot-Oscar-Xray for your last name. Is this correct?
Customer: Yes, Correct!
Agent: Thank you! Date of Birth, April 4, 1985 is that correct?
Customer: Yes, Correct!
Agent: Thank you! The document presented is your passport with passport number, EC123001 that will expire on April 5, 2025.
Customer: Right!
Agent: Are you a member of Skyjet’s frequent flyer?
Customer: Yes! Can I use my frequent flyer card?
Agent: Absolutely! May I ask for your frequent flyer number?
Customer: One moment, my Skyjet frequent flyer is 1234567890
Agent: Got it! Thank you! Your total amount of this flight is PHP4,628 for 1 person only. Kindly confirm if all the details are correct before I proceed with this booking.
Customer: Confirmed.
Agent: Thank you so much. May I put you on hold for 2-3 minutes while processing this booking?
*** After 3 minutes ***
Agent: Thank you for patiently waiting Mr. Mar. Congratulations we already booked this flight successfully. Your booking reference number is AMC2X. (Alpha-Mike-Charlie 2 Xray) You can view your flight details at the airline website for your reference. Would you like us to send your flight itinerary to your email address or through your mobile phone?
Customer: Both please.
Agent: Sure. Your complete flight itinerary is already sent to your email and phone. Please be reminded on the date of your flight to bring your ID or Passport, you should be at the airport 2-3 hours before your estimated time of departure for your convenience. Also, if you wish to make some changes on your flight itinerary such as rebooking, re-routing, or purchasing additional baggage allowance, & meals, please contact us ahead of time.
Customer: Sure I will. Thank you for your help.
Agent: It’s my pleasure to assist you Mr. Mar. Before I let you go, Jetlinertravels offers free & exclusive membership to our Panda Loyalty Program.
Customer: What is that?
Agent: Being a Panda member, you can earn points by purchasing any of our services and redeem it for free flights, hotels, ferries & tour packages on any chosen destinations plus, you can also redeem your earned points for SM Gift Certificates, Jollibee Happyplus Card, Load Refill for Globe, Smart & Sun, even pay your utility bills and Cash Back wherein you can exchange your points into cash.
Customer: Wow! How can I be a member?
Agent: Since you already have availed one of our services, you are now automatically a member of this loyalty program. We will send you your credentials to your email address for you to access your online account and for you to see all your purchases & points to our website at jetlinertravels.com
Customer: Great!
Agent: Is there anything else that I can assist you for today?
Customer: None.
Agent: For any concerns, you may reach us on our Live Chat support on our website. Again this is (Agent Name). Have a safe flight!
Scenario 3 (Pre-Flight Reminder)
Agent: Hello. Good morning, may I speak to MS Jen Fox please?
Customer: Yes this is Jen. Who is this please?
Agent: Hello Ms. Jenn, this is (Agent Name) from Jetliner Travels.
Customer: Yes (Agent Name)
Agent: Ms. Jen Fox, is this the best time to call you? This is a quick pre-flight reminder about your upcoming flight to Cebu.
Customer: Yes Go ahead!
Agent: Please be reminded of your scheduled flight on March 5, 2020 with estimated time of departure at 10 in the morning with Cebu Pacific flight number: 5J-206 that will depart from Cagayan De Oro and will arrive in Cebu International Airport Terminal 1 @ 10:50 in the morning (same date) with the total flight duration of 50 Minutes. This includes 7kg hand carry baggage. Your booking reference number is UVKSPF.
Customer: Got it! Thanks.
Agent: I would also like to confirm the name of the passenger: Ms Marietta Randal . Is that correct?
Customer: Yes correct!
Agent: Please make sure to be at the airport 2-3 hours before your estimated time of departure to avoid delays and hassle.
Customer: Noted.
Agent: Once you arrive at the check-in counter, please make sure to present your valid ID or Passport. Also, harmful and dangerous goods and drugs are prohibited on your baggages.Liquids more than 100ML such as alcohol, lotion or perfume must be placed inside your check-in baggage. Do not forget to put baggage names or tags for easy identification.
Customer: Thank you for your reminders.
Agent: Thank you so much for answering my call Ms. Wyla. Our commitment is to make our customers happy, relaxed & hassle free, we hope that you are very satisfied with our services.
Customer: Absolutely I am very satisfied.
Agent: Wow! Thank you so much Ms. Jenn. Have a safe flight!
We also have travel insurance that is only 108 pesos that has great benefit and surely will keep you protected during this period. Would you like us to add travel insurance for this flight?
Good thing you ask for it. Do you know that for only 108 pesos you are secured with 1 Million Accidental Life Insurance, permanent disability for 1 Million as well, and 10 thousand pesos burial assistance and remember this is only 108 pesos.
Travel Update: 72hrs before the Travel Date
Agent: Hello. Good morning, this is (Agent Name) of Jetliner Travels may I speak to Ms. Caryl please?
Customer:Yes, who is this?
Agent: Hi Ms Caryl, again this is (Agent Name) of Jetlinertravels.com is this the best time to call you? This is a travel update about your upcoming tour in Coron, Palawan.
Customer:Yes Go ahead!
Agent: I know you are excited for your upcoming tour, as your travel advisor, we would like to inform you that scheduled flight will be on March 5, 2020 with estimated time of departure at 10 in the morning with Cebu Pacific flight number: 5J-206 that will depart from Mactan Cebu Inlt’l Airport Terminal 1 and will arrive in Busuanga, Coron @ 10:50 in the morning (same date) with the total flight duration of 50 Minutes. This includes 7kg hand carry baggage. Your booking reference number is UVKSPF. (IF FLIGHT IS INCLUDED)
Customer:Got it! Thanks.
Agent: Once you arrive in Coron, would it be possible for you to send me a message/ call using this Number so I can inform the driver who will pick you up from the airport? (IF TRANSFERS IS INCLUDED)
Customer:Sure I will. Thank you!
Agent: Part of this tour package includes your Hotel Accommodation at Coron Hilltop View Resort for 3 Days and 2 Nights stay which includes daily breakfast for 2 persons. Also just to remind that the standard check-in time is at 2:00 o'clock in the afternoon on March 5, 2020 and the standard check-out time is at 11:00 o'clock in the morning on March 7, 2020. Do you have questions, Ms Caryl?
Customer: Do they have wifi service at Coron Hilltop?
Agent: Very good question, wifi service is part of their amenities. They also have a safety box, swimming pool & resto bar that serves full board meals like breakfast, lunch and dinner so you don't have to worry during your stay. (IF HOTEL IS INCLUDED)
Customer: Perfect!
Agent: Finally, for the 3 days 2 nights Coron tour package, you and your companion/s will also enjoy Island Hopping Experience on the second day. I will personally contact you on that day to give you some briefing and instructions before you proceed with this amazing getaway. (IF TOUR IS INCLUDED)
Customer: Sounds great! Thank you so much.
Agent: Before I let you go, let me confirm the names of the guest/s:
Ms Caryl Sabocor . Is that correct?
Customer: Yes, correct!
Agent: And Mr Herman Sabocor Jr. Is that correct?
Customer: Yes correct!
Agent: Please make sure to be at the airport 2-3 hours before your estimated time of departure to avoid delays and hassle.
Customer: Noted.
Agent: Once you arrive at the check-in counter, please make sure to present your valid ID or Passport. Also, harmful and dangerous goods and drugs are prohibited on your baggages.Liquids more than 100ML such as alcohol, lotion or perfume must be placed inside your check-in baggage. Do not forget to put baggage names or tags for easy identification.
Customer: Thank you for your reminders.
Agent: Thank you so much for answering my call Ms. Wyla. Our commitment is to make our customers happy, relaxed & hassle free, we hope that you are very satisfied with our services.
Customer: Absolutely I am very satisfied.
Agent: Jetliner Travels would also like to ask for your feedback through our survey text / sms after this call. I hope that you will participate with our survey.
Customer: Absolutely I will participate in this survey. How will I rate you?
Agent: Our survey rating is from 5-1, 1 is the lowest and 5 is the highest.
(No Solicitation)
Customer: I will give you 5!
Agent: Wow! Thank you so much Ms. Caryl. Have a safe trip! Again my name is (Agent Name) thank you for choosing Jetliner Travels bye.