Edward Goodman · Jun 25, 2025 · 10:20 PM
Inbound · 15:39 · Planner: Briana Armstrong · +13015185426
“I'm a very frequent customer and this isn't one of those things where you like... there's something going on here that I need to talk to a manager about. I'm pretty upset.”
Christopher (or Aaron/Don if Christopher unavailable) should call Edward at 301-518-5426 today or first thing tomorrow morning to address the airfare issue that Lauren was handling. The callback should include a manager review of how the initial complaint was handled and a concrete resolution path.
Full analysis
What happened
Edward Goodman, an existing frequent customer, called requesting to speak with an agent named Don about an airfare issue he was dealing with through an agent named Lauren. When Don was unavailable, he escalated his request, asking for a manager because he was upset about the airfare handling. The agent Briana attempted to locate a supervisor named Christopher in the air department but was unable to reach him before end of business. Edward grew increasingly angry, criticizing the use of instant messaging to contact the supervisor as poor customer service, and ultimately demanded a callback with a phone number, requesting either Christopher, Aaron, or Don contact him—preferably today, or tomorrow morning at the latest.
Emotional read
Edward is deeply frustrated and upset throughout the call. He starts by requesting a specific agent, escalates to demanding a manager, and becomes increasingly angry as he realizes no supervisor is immediately available. His emotional state deteriorates as the call progresses, culminating in phrases like 'Unbelievable!' and 'This is ridiculous.' He feels disrespected and poorly treated despite being a frequent customer.
Emotional arc through the call
Edward started moderately frustrated but escalated to significant anger and indignation as the call progressed, particularly when he realized no supervisor could be reached the same day and learned the contact method was instant messaging rather than direct phone escalation.
How customer sees Pavlus
- negative · expressed that Pavlus's process of contacting supervisors via instant messaging instead of having them immediately available is 'really great customer service' (sarcastic) and 'a horrible way to treat a customer'
- negative · implied that his issue with airfares and the handling by agent Lauren represents a breakdown in service that warrants managerial review
- negative · stated he is 'being treated horribly' and despite being a 'very frequent customer,' the agency is not prioritizing his complaint
Process friction
- customer unable to reach assigned agent Lauren to resolve airfare issue
- supervisor Christopher not available to take call at end of business day
- no immediate escalation path; supervisor contact relies on instant messaging with delayed response
- customer had to provide phone number and request callback instead of resolving issue same-day
Value perception
Edward did not articulate a view of Pavlus's value proposition. His focus was entirely on the failure of current service and the inadequacy of the escalation process.
Customer behaviors
requesting specific agent by name (Don) for unresolved issueescalating to demand managerial oversightexpressing frustration with agency process and staffing availabilityventing about prior unsatisfactory handling by agent Laurenasserting status as frequent customer to justify urgency
Topics & signals
| Topics | airfare issuecustomer service frustrationsupervisor escalationcallback request |
|---|---|
| Objections | airfare issue unresolved and poorly handled by assigned agent Laurenfrustrated by inability to reach supervisor on same dayangry about reliance on instant messaging instead of direct supervisor contact |
Analyzed 2026-05-27 18:27:42 by claude-haiku-4-5-20251001. Confidence 0.92.
Transcript (5,383 chars)
Agent (Briana Armstrong): Thank you for calling polis travel, this is Briana on our guest on department. How can I assist you? Customer: I wonder if don was in today and she was available. Agent (Briana Armstrong): Let's see. I can take a look. Agent (Briana Armstrong): See here. Agent (Briana Armstrong): I do think he is in today. You may be available, I'll have to reach out to verify may I get your name? Customer: Yeah. My name is Edward Goodman. I'm a customer with an issue that's come up and I would like to speak to dam. Agent (Briana Armstrong): Okay, no worries if you don't mind just staying on one brief hold, I can send her a message and see if he's available. Customer: Thank you very much. Agent (Briana Armstrong): My pleasure. Agent (Briana Armstrong): Thank you for holding. Customer: Hello. Agent (Briana Armstrong): Alright, I do apologize for Lindy hold. I was tempting to reach out to don however I believe he is on for the day. He typically gone by 4:00 PM Mountain Standard Time, I thought she was still in. So I do apologize for that if you'd like, I can see if the. Customer: Okay. Customer: Yeah, it's Aaron there. Agent (Briana Armstrong): Oh. Agent (Briana Armstrong): Aaron. Let me double-check. Agent (Briana Armstrong): Yeah. Agent (Briana Armstrong): It looks like Aaron is also not in at the moment. If you look, I can see if there's something I can assist you with and if not, I can request for either one of them to give you a callback tomorrow morning. Customer: Yeah, I'm a customer who's disappointed. I'm dealing with Lauren and there's an issue regarding my airfares which isn't necessarily lawn fall but I'm very upset about that you guys and I wanted to talk to manager. Agent (Briana Armstrong): Oh, good, no worries it, it's in regards to your. Customer: I'm a, I'm a very, I'm a very, I'm a very frequent customer and this isn't one of those things where you like. Do you know who I am? I'm a bidding shot, I'm not but I just think there's something going on here with your, with some things that I need to talk to a manager about. I'm pretty upset. Agent (Briana Armstrong): Oh, no worries if it's in regards to your airfare, we do have a supervisor in our air department. I can reach out to him and see if he's available. Customer: Alright, that's a possible who's that person? Agent (Briana Armstrong): His name is Christopher. Customer: Alright, I can give that to go. Thank you very much. Agent (Briana Armstrong): Of course, my pleasure. So just one moment here, I'm gonna reach out to him and see if he's available. He's typically in a little bit later than the other supervisors. So it would just be a few moments I'll send him a quick message. Customer: Thank you. Agent (Briana Armstrong): Okay, my pleasure. Customer: It's so fast. Agent (Briana Armstrong): Thank you for holding. Customer: Hello. Agent (Briana Armstrong): Alrighty do apologize again for that hold. I'm still waiting a response from the supervisor in the air department Christopher, he may be away from his desk as well with it being a little towards the end of our day. So I do apologize I'm not sure if you wanted to continue waiting to see if I received a response back from him in the next few minutes or if you would prefer me to schedule a callback. Customer: What can you call me back today? Agent (Briana Armstrong): I won't be able to guarantee that. So I haven't been able to reach him yet and so I'm not specifically sir. If he'll be able to give you a callback today, I can send him that message advising that you would prefer a callback today. But with it being. Customer: Alright, alright, well then, why don't you just go ahead and, and you said there's a customer waiting on the phone and you have to send him an email and wait till he opens it. That's really great customer service. Unbelievable! You guys I'm so upset. Customer: Horrible way to treat it or, or a way to horrible way to treat a customer. I'm just so, so upset right now. Well, he can call me if he wants my phone's. 301-518-5426. Agent (Briana Armstrong): Yeah, it's not an email. It's. Agent (Briana Armstrong): Okay, I do apologize it it's an instant messaging feature that we have but unfortunately with it being a little late in the day there quite a few people already out for the day. So, I definitely understand your first Jason and I wish there was a supervisor readily available, but we'll make sure that you do get in contact with the supervisor. That way they can look into this issue that you are having. Customer: Alright, have, have them call me at 301-518-5426 and if he can, if he doesn't respond to you today, I want to talk to Aaron tomorrow. This is ridiculous. Agent (Briana Armstrong): Okay, I will. Agent (Briana Armstrong): Okay, no worries, I definitely understand. I will reach out to both Aaron as well, just do ensure that you do get a callback. Customer: And, or don I just want to talk to a supervisor so that I can feel I cause I'm being treated horribly. Agent (Briana Armstrong): I understand, yes, if I'm unable to get in contact with the supervisor today, Donn will be able to give you a callback tomorrow morning when she's back in office. So we'll make sure we get you in contact with the supervisor. Customer: Thank you very much. Agent (Briana Armstrong): My pleasure. Well, thank you for reaching up today. I hope you enjoy your day.