1. Opening spiel
2. 3 points verification (Name, DOB and email)
-issue
3. Aside from __ is there anything else I can help you?
4. Offer survey -If you have a minute  to answer a quick survey at the end of this call, I would really appreciate your feedback(You can modify this.)
5. Closing spiel - Thank you for calling Vail resorts have a great day.
(Additional info will be provided by the QA soon.)

Placing the guest on hold.
--May I place the line on hold for 1 to 2 minutes to process the __ or to check in my resources about ___?
--Thank you for patiently waiting in the line (name of the guest).

Make sure to call the name of the guest instead of calling them ma'am/sir. 

Offer survey -If you have a minute  to answer a quick survey at the end of this call, I would really appreciate your feedback.