Kevin Rose · Aug 24, 2023 ยท 6:57 PM
Inbound · 02:21 · Planner: Christy Rost · +17752246283
“please let me know when something's done and I haven't heard anything”
Heather should call Kevin tomorrow to confirm the 4:30 Blacklane transfer is booked and send a fresh, clean confirmation email (not appended to prior thread) with all current transfer details.
Full analysis
What happened
Kevin Rose called asking for Heather, mentioning he'd received an email from her regarding a cruise-to-airport transfer that had been turned over to customer service. He'd confirmed the booking with a credit card but hadn't heard back. Christy identified the pending Blacklane transfer for 4:30 pickup in the system and offered to complete it immediately. The customer then asked for a separate, clean confirmation email rather than having updates appended to an existing thread. Christy initially offered to call and book it herself, but the customer suggested waiting for Heather to handle it tomorrow, which Christy confirmed she'd facilitate.
Emotional read
The customer started slightly frustrated about lack of follow-up on a pending transfer booking, but warmed considerably when Christy took ownership and offered immediate help. By the end, the customer was gracious and appreciative, saying 'that works great that's super no worries, thank you very much.' The emotional shift occurred when Christy revealed she was the director of guest relations and committed to ensuring Heather would call back tomorrow.
Emotional arc through the call
Started with mild frustration about lack of follow-up, then quickly warmed when Christy took responsibility and revealed her director-level role, ending the call gracious and reassured.
How customer sees Pavlus
- negative · hadn't heard back after confirming transfer with credit card per Heather's email request
- positive · appreciated that Christy (director of guest relations) took ownership and committed to follow-up
Process friction
- customer confirmed booking with credit card per agent email request but received no status update
- customer having difficulty tracking amendments because confirmations kept appending to same email thread instead of sending new separate confirmations
Customer behaviors
seeking status on stalled transfer bookingrequesting cleaner email communication formatdeferring to original agent Heather for final resolution
Topics & signals
| Topics | airport transfer bookingcruise ship logisticsconfirmation email managementfollow-up coordination |
|---|---|
| Cruise lines | VikingBlacklane |
| Objections | frustrated that initial request to Pam Chavez had stalled without updateconcerned about email thread becoming hard to follow with multiple updates |
Analyzed 2026-05-23 15:17:49 by claude-haiku-4-5-20251001. Confidence 0.78.
Transcript (2,933 chars)
Agent (Christy Rost): Thank you for calling publish travel, this is Christy. Customer: Hey, Christy my name is Cavin Ros, I got an email from Heather and I had a question for is she available? Agent (Christy Rost): Actually, she is not. I do apologize. She is on her plans. It's back to back to her home. We flew all the everybody who lives outside of Albuquerque in this week for a conference and today they're traveling back home but she will be in tomorrow. I don't know if you want me to have her call you or if there's something that maybe I can. Customer: Yeah. Customer: Maybe you, maybe you can help me Pam Chavez is trying to get me a transfer from a cruise ship to the airport. And she turned it over to customer service. Heather and Heather emailed me and said please confirm this with a credit card which I did and I says, please let me know when something's done and I haven't heard anything. Agent (Christy Rost): Okay. Agent (Christy Rost): It's probably cause she hasn't had a chance to do it as of yet. I'm looking hold on one second, I do, see it right here. Please book the transfer for the 4:30 pickup. I can definitely get it done for you today. Yeah, she hasn't, she just hasn't completed this yet so I do apologize. She worked on emails a little bit yesterday but it, but, but I can get this done and then I'll send you that confirmation over. Okay? Customer: Okay, yeah. Customer: Yeah, yup. Yup. Customer: Oh, okay. That's fine. Yeah, that's all right. Yeah, okay. Customer: Alright. Customer: Yeah, can you can you send me a separate confirmation cause they keep adding to it in a regular email and it's hard to follow with about the different yeah. If you can just started with a brand new email I'd appreciate it. Agent (Christy Rost): I definitely can do that. So, I'll call as soon as we hang up I'll call Viking and get it or the black blacklane one is what it is. Customer: Yeah, and I think, well, it's not, not, it's not Viking. It's blacklane it's, yeah, but, yeah, it's up to you. There's a, it's a website. If you don't want to deal, you can wait for Heather to do it, don't worry about it we can just, if you want to wait for her to come back, okay, whatever work that yeah, yeah, let's, yeah, let's, let's wait, yeah, if you want to just have her call me tomorrow that'd be cool. Agent (Christy Rost): Blackline. Okay. Agent (Christy Rost): Yeah. Agent (Christy Rost): By clean. Okay, I can look into it. I was kind of rather because I know where she what she's left off at but I'm actually, oh. Agent (Christy Rost): Okay, doing absolutely. I'm actually the director of guest relations. I'm filling in the phones because we are so short staffed so I'll definitely make sure she'll reach out to you tomorrow, okay? Customer: Oh, okay, under, okay, yeah that works great that's super no worries, thank you very much. Agent (Christy Rost): My pleasure, thank you. Bye-bye. Customer: Bye, bye bye.