Richard Kaban · Jun 14, 2024 · 7:18 PM
Inbound · 05:00 · Planner: Susan Bender · +19177713461
“we keep looking for a trip and remember I think the last time we spoke I was trying to work out something on one of the Viking things”
Send Richard an email Monday morning summarizing the Oday Northern Italy tour details (14-15 day itinerary, $6,790 per person, 4% rebate policy, 95-day cancellation window) and request his preferred spring 2025 travel dates by end of day Monday so Susan can submit the booking to Oday before the tour fills.
Full analysis
What happened
Richard called back after not speaking with Susan for some time. He and his wife Arlene recently returned from California and are planning a spring 2025 trip. Richard inquired whether Pavlus works with Oday small group tours and mentioned interest in their 14-15 day Northern Italy itinerary (which includes Naples, Cinque Terre, Florence, and other destinations they haven't visited). He asked about refund policies (learning about the 95-day refundable deposit window) and inquired about rebates. Susan clarified that Pavlus offers a 4% rebate on the land portion paid as a check two weeks before departure. Richard agreed to look at dates again and call back Monday or Tuesday with his preferred travel date to complete the booking.
Emotional read
Richard is friendly and relaxed throughout the call, engaging in casual conversation (joking about Colorado weather, catching up on recent travel). He appears confident in what he wants and methodical about decision-making—wanting to confirm dates before committing. No anxiety or frustration detected; he's collaborative and solution-oriented.
Emotional arc through the call
Richard started the call in a warm, catch-up mode and maintained a consistently friendly, solution-focused tone throughout; no emotional shift detected.
How customer sees Pavlus
- positive · Richard has an existing relationship with Pavlus (prior calls with Susan about Viking River cruises) and is comfortable returning to them for this new trip
- positive · Richard accepted the 4% rebate program explanation and seemed satisfied with Pavlus's value: 'Alright, that's good. That's fine.'
Value perception
Richard accepted the 4% rebate structure without objection and showed no interest in booking direct; he is comfortable delegating the booking to Pavlus.
Customer behaviors
returning customer reconnecting after time awayresearching specific tour operators and itinerariesasking detailed questions about rebate and refund policiesdeferring final booking pending date selectionplanning to initiate next contact with specific travel dates
Topics & signals
| Topics | small group toursItaly travelbooking deposits and refund policiesrebate programsspring 2025 travel dates |
|---|---|
| Destinations | Northern ItalyNaplesCinque TerreFlorence |
| Cruise lines | Viking River CruisesOday (O-day) small group tours |
| Buying signals | actively researching specific 14-15 day Northern Italy tourplanning to decide on dates and call back with booking informationconfirmed willingness to move forward pending date confirmation |
| Objections | uncertain about exact travel dates for spring 2025concerned about booking timing and tour filling up quicklywants multiple days in Cinque Terre but most tours offer only one day there |
Analyzed 2026-05-28 08:49:45 by claude-haiku-4-5-20251001. Confidence 0.85.
Transcript (5,201 chars)
Agent (Susan Bender): Travels travel, this is Susan. Customer: Yeah, hi Susan, this is Richard can, how are you? Agent (Susan Bender): I am well, thank you. How are you Richard? Customer: Yeah, fine, fine. I haven't spoken for a while but. Agent (Susan Bender): Yeah. Customer: Arlene and I made it back to Connecticut. We were in California with the grandkids till, till June. So but anyhow, we've been we keep looking for a trip and remember I think the last time we spoke I was trying to work out something on one of the Viking things but it just didn't work out but we were looking at the small group tour group it's from Oday. Do you work with them? Do you, do you book them also? Agent (Susan Bender): Oh, okay. Agent (Susan Bender): Mm-hmm yes, yes. We can work with the ose yes, we sure can. Customer: Okay, so, I just looked at their email that came to me and it was just saying that you have to put that a deposit and then you can fully refundable up to. Customer: 95 days in advance, so you know we were thinking we would, we'd do something like that. The one we were looking at. I don't know if you've had any bookings with it is called northern Italy. Agent (Susan Bender): Mm-hmm. Yup. Agent (Susan Bender): No, I just booked an Africa and a Morocco but I haven't booked that northern Italy with not with Aus. Customer: Alright. Customer: Oh, okay. So, it's like fourteen or if fifteen days or fourteen days and it goes, it ends up, you know from what do you call it? I forgot the town, but one of the cities that. Customer: Naples and it just does nights and it does sink with Tara bit but it does it in a way that, you know, the one thing we wanted to do is we said, oh, let's just go to chin tar and the amount, the coast and but nothing that I've seen has like, you know, like you could spend three or four days and shink Tera and just every tour, whether, whatever, one I've looked at always has this one day they coming by boat or they come in by train, then you walk. And then, and, and so it, there's not a lot of time there but this one had, had places that we haven't been to, you know, that like, yeah, so it has places that we've never been to. It does go to Florence but. Agent (Susan Bender): Mm-hmm. Agent (Susan Bender): Yeah. Agent (Susan Bender): Oh, good itinerary then. Customer: Years ago. But the, it seems to be a nice tour. So, here's the thing will, we'll decide on the date. I'm thinking we're thinking it's maybe cause it's for 2025 it's the next spring but I guess we have to book it now. But otherwise we're get in trouble like last time. That's what? Agent (Susan Bender): Mm-hmm. Agent (Susan Bender): No only. Agent (Susan Bender): Okay. Agent (Susan Bender): It might, it might fill up, yeah, yeah. Customer: Yes, so, I, they tell you need like, it's like 679 a person whatever but, but does tables offer any of the things that they used to do with the bol we get a credit. Agent (Susan Bender): Oh, yes, yes we give a rebate with doses it's four percent of whatever the land portion is we give you back four percent. It doesn't come off the top Richard you pay the full amount then we send you a check approximately two weeks prior to departure you get a check from Papas for that four percent. Customer: Okay. Customer: Oh, okay, okay, right. Customer: Oh, okay. Alright, that's good. That's fine. Alright. So what I'm gonna, we're gonna look at the dates once more. Are you, are you in this weekend or you walk on the weekend? Alright. So we'll, okay. Agent (Susan Bender): Yeah. Agent (Susan Bender): Sure, I will be working tomorrow, I'll be here tomorrow. But oases is closed tomorrow, they're closed on weekends. Customer: No, but if we give you a date then you could do the, you know, we can, you can Monday or Tuesday whatever you let come back, alright? I don't know the dates if we can come up with it. Oh, what, I'll let you know but you're, I'm trying to think you're in New Mexico, you're in right? Agent (Susan Bender): I could work on it on Monday. Sure. Yeah. Agent (Susan Bender): Okay. Agent (Susan Bender): Well, let me know. Agent (Susan Bender): Well, our office, our office is in Albuquerque. I live in Colorado in the Denver area. Yeah. Customer: Oh, so it's, oh, lucky you god! Yeah, so it's a two hour time difference to the east coast I think, right? So you're two hours early. Alright, so if we can figure it out what if we can figure it out, we'll call you back if not we'll call you tomorrow, okay? Alright, alright. Agent (Susan Bender): Yes, it is two hours earlier. Yeah. Agent (Susan Bender): Yeah, let me know and, and remember are we have a, we have a nice referral program, so, if you have friends don't want to go and they've never booked with tablets you refer them you get a rewarded, after they travel, you get a, a cash a check, you get a check for, yeah for a certain amount depending on what they book but yeah, just please keep that in mind. Customer: Okay, okay. Customer: Yeah. Customer: Yeah. Customer: Okay, yeah. Customer: Okay, great, thanks. Alright, so we'll speak to you later or tomorrow. Okay, great. Bye-bye bye-bye. Bye-bye. Agent (Susan Bender): Alright, sounds good. Thank you Richard. Bye-bye.