After trip calls scripts
Example of an introduction for an after-trip call.
- Hello Mary! This is John calling from ASAPTickets, your travel agent. I helped you book
your tickets to Paris two months ago. How are you doing today?
- I see that you have returned from your trip a few days ago. How was your flight with
Delta? Did everything go well?
- Hello Mary, this is John from ASAP Tickets. I hope you had an amazing trip. I wanted to
personally reach out to welcome you back and ensure that everything went as smoothly
as you had hoped.
[customer says that the trip went well]
- I am very glad to hear that your trip went smoothly and that you enjoyed the service on
Delta. Thank you for your feedback, I really appreciate it!
Explaining the survey & re-offering your services.
- One more thing, Mary. You will receive a short survey from our company either today or
tomorrow. It’s just 2 questions where you can share your experience booking with us. I
would really appreciate it if you could take a minute to fill it out once you get it.
- Also, whenever you are ready to start planning your next trip, I would be more than
happy to assist you again. You already have my number and my email, so please don’t
hesitate to contact me directly, and if your friends and family are looking to travel, I would
be very happy to arrange their trips as well. I look forward to working with you in the
future!
If the customer shares negative feedback about the airline, but positive feedback about the
agent.
- I’m sorry to hear that, but I appreciate you sharing this. I’ll make sure to pass this
information to the responsible team for further analysis. In fact, there is a brief survey
coming your way in a few days, it consists of 2 sections - one for the service of our
company, and the other one for the service of the airline. It would be great if you would
share your feedback there, just please be sure to evaluate the service of our company
and the airline separately. Your input is incredibly valuable.
-
[customer agrees to complete the survey]
- Thank you so much, Mary. Your time and feedback are greatly appreciated. If you're
planning any future travel, whether it's a weekend getaway or a grand vacation, please
don't hesitate to reach out. I'll ensure to make your next trip even more special.
Additionally, if you have any friends or family who are thinking about their next
adventure, I'd be delighted to extend the same level of service to them. Do you know
anyone who might be interested in a personal travel assistant at the moment?
If the customer shares negative feedback.
- I am very sorry that you had a negative experience, Mary, and I do apologize for the
inconvenience you had to go through. I can’t turn back time and have your trip go
smoothly, but what I can do is offer you a personal discount for your next ticket and I
promise to do my best in order to have your next trip go better than the last one.
If the customer shares negative feedback about the airline.
- I am so sorry you had a bad experience traveling with Frontier. They are a low-cost
carrier but it should not reflect on their service level. For your future trips, we can explore
alternatives with major carriers known for their reliability and service excellence.
- I am sorry you had to go through such difficulties with Frontier. I have noted everything
down and I will share your feedback with my superiors. Although such situations may
occur even with the best airlines, perhaps we can look into other alternatives for your
next trip. I would not want you to go through this again.
If the customer shares negative feedback about our customer support.
- I sincerely apologize for the misunderstanding you had with our customer support
department. Unfortunately, I don’t have access to the history of your case, but I will send
it for investigation so that such misunderstandings do not occur again. Thank you so
much for sharing and thank you for your patience! Please let me know if there is
anything I can do.
If the customer is busy and can’t talk much.
- I’m so sorry for disturbing you! I just wanted to reach out to welcome you back and to
hear if the trip went well. But since you are busy, I won’t take much of your time and I will
equally appreciate it if you share your feedback in the after-trip survey that you will
receive in your email in the following days.
- Lastly, whenever you or your friends are looking for future travel, don’t hesitate to reach
out. I will be more than happy to assist!
- Thank you, Mary! Have a wonderful day!
