Updated Script

Agent: Thank you for calling Vail Resorts. My name is Alnie. How may I help you today? Customer:

After the guest provide their reason for calling, we then need to acknowledge the guest question or inquiry.

Agent: Sure, I'll be happy to help you with that. Can I have your full name together with your birth date and email address please?

ASK FOR THESE IF HAVING TROUBLE PULLING UP GUEST ACCOUNT: Confirmation Order Number Customer ID Number Pass Number Customer:

Agent: For confirmation, your concern is about (CONCERN), right? Customer:

Agent: Thank you (GUEST NAME). May I put this call on hold for a minute or two inorder to pull up your account? OR (May I put this call on hold for a minute or two, to check that information for you? Customer:

Agent: Hello, (GUEST NAME), thank you so much for patiently waiting. I have your account pulled up now and I will be giving you your username and a default password, okay? Customer:

Agent: So for your username, it's __ and for the password it's __. Could you please login to your account now in epicpass.com website and also please make sure to create a new password within 24 hours, alright? Customer:

Agent: You're very much welcome, (Guest Name). I have assisted you with (CONCERN). Is there anything else that I can help you with? Customer:

Agent: Alright. If you have a minute to answer a quick survey at the end of this call, I would really appreciate your feedback. Once again, thank you for calling Vail Resorts, this is Alnie. Have a great day and keep safe.