Call flow Flashcards
Should the caller’s first name be used during an interaction?
It can be used only if the caller permits the agent to do so. otherwise, caller must be addressed by their last name
What can one share as a personal recommendation on a cruise ship?
Examples:
Luminae at the Retreat- exclusively private restaurant
Spa- where you can experience an unparalleled escape or simply relax
Magic Carpet- a floating platform where you can soar over the open ocean
Le Petite Chef- For Global Cuisine (On all ships)
Casino- where you can experience a variety of table games and slot tournaments
How many times should a caller’s name be used during interacton?
At least 4 times.
Use in a conversational format
What are the benefits of Mobile App?
Mobile App can be used for Online Check-In, Muster Drill (Safety Briefing), Updating Vaccination and Travel Documents, Information, View and book Activities, Shore excursions, and dining information
What are the benefits of visiting the Future Cruise Desk onboard?
You can book future cruise vacations: Cruise Later and Cruise Now
Cruise Later allows guests to create a generic (no ship and sail date) booking onboard without having to make a quick decision on what ship or date their future cruise will be on. A $100 refundable deposit is collected at the time of booking and only one name is necessary to book it.
Cruise Now is the primary benefit and is a reservation made onboard where the ship and sail date are selected at the time of booking. A reduced deposit is required to book the reservation.
What is referred to anticipatory service?
Anticipatory service is asking guests about any possible celebrations or things that could happen while on board. This includes but is not limited to:
- Special occasion: Retirement, Birthday, Anniversaries (Work or Marriage)
- Dietary Needs: No salt, no sugar, no gluten etc.
Name benefits of the Concierge Class Stateroom
- Embarkation lunch in Main Restaurant
2. Dedicated Concierge
