* 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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