SAMPLE SPIEL · Offline Notepad

Hi thank you for calling, my name is Rona, MAY i have your name please?

*I believe your calling in now regarding your reservation to cancel/change ... am i correct?

So your calling in to cancel/change your reservation, so for me to pull up your account, may i know your itinerary number please? OR
(IF CX NOT VERIFIED) - May i have your phone number associated to this reservation. - Thankyou and your account is verified
(MINI RECAP) - to make sure i have the correct reservation, your calling in for a a hotel reservation in (HOTEL NAME) - Is this correct?
Let me go ahead and check the accurate and best options i can provide regarding with this reservation.
(PROBING QUESTION)

IF CANCEL: can you tell me the reason why you want to cancel this reservation?
IF CHANGE: can you tell me what specific change you want to do with thi reservation

*Let me just put you on hold for a moment of 2 and see what i can do to help you with this reservation. But if you have question don't hesitate to get my attention.

Thank you for patiently waiting, as i double check my resources what we have is ... (check the notes of ms miya)
Would you like me to proceed with the cancellation?
Read the disclosures (if there is) and the refund timing (if there is) AND VERIFY THE EMAIL OF CX -- " will send you an email with the instructions that was mentioned earlier so to make sure we have the correct email its (-) is it correct?
And kindly check your email from time to time to get updates regarding with this reservation.
CLOSING = " is there anything else i can help you with for today? "
Have i fully resolved all your concern for today? - (if YES- proceed next step) (if NO- what other clarifications you have regarding with this reservation?) Then assist...
So thankyou for calling, my name again is Rona- You do have a good day :) // Goodbye for now.

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