INTRODUCTION! 
Thank you for calling VAIL RESORTS my name is zakk. How may I help you
today? 
  I would happy to help you with that but Can I Get your Full name,
Contact number or email address so that I pull up your account please?
Full name:
  Email Address: 
  Phone number:
ip code:
mailing address:  
zip code: 

indicate Profile: Check all the accounts and check the purchase one
(check the account if it is active or inactive and then choose the
active one
18778951297 sedgwick contact no.
Password Reset Inquiry (if the guest is asking login assistance) Reset
The Password: LOckOUT: remove the domain (@yahoo.com) give the diffault
access

Probing Questions (asking question to clarify some information that is
unclear) We need ask some questions We need to clarify same page of the
guest clarify information is unclear

Appropriate Transfer (warm transfer; contact the department
(transferring with introduction) cold transfer(transfer right away) :
Ask the guest if transfer the call

Call Control (focus on the problem of the guest) Your confident to
answer the his/her question and provide them a sulotion of his\her
problem.

Background Noise Avoid background noise (Place the guest on hold )

Hold ("If it is okay to you, may I put you on a hold for 1-2 mins while
i check on that information for you?"

Thank you ("Thank you for patiently waiting")
when returning for hold

Professionalism (avoid negative words)

-Tone and empathy (Uses tone appropriate to the call, shows empathy when
required) I'm so sorry to hear that, hope your full recovery

-Active Listening (Not interrupting the guest("I'm sorry to cut you off,
you ahead"))

-Build Rapport (Building connection with the guest)(Not Required)

-Name (Address them with their first name) Ask the guest how to
pronounce her/his name

-Silence (avoid extended silences)

-Accurate Information (provide accurate information) Your information to
provide must be fitted to the questions or concern of the guest.

-Sets Expectations (providing terms and conditions and guiding them if
they are not qualified) Epic Coverage: TERMS AND CONDITIONS (

Self-service (Agent mentions a self-service optional or additional
resources the guest will need to complete the request. (websites, where
to find ROL, T&C, etc.)

-Research (Performs appropriate research and uses resources correctly)
We have customer manager or websites provided.

-Comments (need to document every problem of the call) For Example:
(Password Reset) Comment: Resetting is account password

-Restate (Alright1 (name) "aside from "resetting your password" is there
anything i can help you with?)

-Follow Up (offered additional assistance ("aside from "the problem" is
there anything I can help you with?))

-Survey
Alright! We do have a short survey after this call and Your feedback is
highly important to us! ) Thank you! Have a wonderful day! Bye for now!)

-Call disconnected

-Problem Solved

PAUSE AND RESUME: About the credit Card number

CANCEL PASS

Both of our passes are non-transferable and non-refundable however if
you have a qualifying event you can file a possible refund to Sedgwick
Department. You can Check the website for more information, Go to
Epicpass.com click Benefits tab and click epic coverage and you can
contact this phone number 877-895-1297 to file a possible refund.
2330661
CANCELLING TICKETS

On the day of reservation within 24 hours not exceeding 5:00 pm mountain
time (MT) No Epic Mountain Rewards

MILITARY EPIC PASS -Qualification -Active/Retired -Veterans

-Proof (DD214, Orders, VA ID, Official Letter, LES dated within 90 days,
Dependent ID(DD form 1173 or other proof of dependency), any official
government documentation that displays first/last name and military
status or affiliation, all 50 states offer a veteran's designation on
state-issued driver's licenses or ID cards (for new purchases(one pass
on the media) send it on Customerservice@sheerid.com) (for not new
purchases) send it to Verification@vailresorts.com

MILITARY PASSES are only available for SWAF TICKET and not for buddy
ticket

COLLEGE EPIC PASS PROOF School Schedule indicating student name and
proof of at least 12 credit hours (undergraduate) or 6 hours (graduate)
per semester for (year) -they can submit the proof/documents to
verification@vailresorts.com to verify your college pass product.
By the way this call is monitored and recorded for training purposes and quality assurance.