Roger Dooley · Feb 6, 2025 ยท 3:51 PM
Inbound · 03:54 · Planner: Guest Relations · +15128529491
“I'm trying to make an offer online but there's no place to make an offer.”
Follow up with Roger after he contacts Silversea to confirm whether the bid was successfully placed; offer assistance if Silversea directs him back to Pavlus or if he encounters further obstacles with the upgrade process.
Full analysis
What happened
Roger Dooley called requesting Victoria Hill, but was redirected to agent Mike Duran. He has an existing Silversea cruise booking (252675-24) happening within a couple of weeks and received an upgrade offer directly from Silversea. He was unable to complete the online bidding process, specifically finding no submit button after entering bid information. The agent clarified that this is a Silversea-direct matter outside Pavlus's scope, provided the Silversea phone number (888-978-4070), and offered to help if the customer encounters issues with Silversea. The call ended with the customer agreeing to contact Silversea directly.
Emotional read
The customer was task-focused and slightly frustrated by the technical difficulty with Silversea's website, but remained calm and cooperative. No significant emotional escalation; the tone was procedural and transactional throughout.
Emotional arc through the call
Remained steady and procedural throughout; no noticeable emotional shift during the call.
How customer sees Pavlus
- neutral · customer accepted agent's explanation that Silversea upgrade bidding is outside Pavlus's purview, without pushback or complaint
Customer behaviors
attempting to use third-party (Silversea) online bidding tool during callsearching physical/digital documents for contact informationdeferring to cruise line's support for technical resolution
Topics & signals
| Topics | Silversea upgrade offeronline bidding processbooking modification |
|---|---|
| Cruise lines | Silversea |
| Buying signals | actively attempting to place upgrade bid on existing Silversea bookinghas upcoming trip within couple weeks |
| Objections | unable to locate submit button on Silversea's online bidding platformno contact number visible on the upgrade proposal document |
Analyzed 2026-05-24 18:11:40 by claude-haiku-4-5-20251001. Confidence 0.75.
Transcript (2,795 chars)
Agent (Mike Duran): Good morning. Thank you for calling pats travel home with the best referral program in the industry. This is Mike and guest relations. How can I help you? Customer: Hi, I'm trying to reach Victoria hill. Agent (Mike Duran): Victorias is currently in a staff meeting so, so she'll be, she's unavailable at the moment. I can put you through her voicemail or I can ask, send her a note to give you a call when that meetings over. Customer: Okay, unless you can help me? Agent (Mike Duran): I can try. What is the booking or co number we're talking about. Customer: Oh, let me find the number. Customer: Booking 252675 dash 24. Agent (Mike Duran): Is this is phi trip for this month? In a couple of weeks? I have your file open man. How can I help you? Customer: Right. Customer: Alright. My question is we have an upgrade from offer from silver seas and I'm trying to make an offer online but there's no place to make an offer. Agent (Mike Duran): So this is something you got from Silversea to bid on something with them? Customer: Yeah, correct and I'm trying to. Agent (Mike Duran): Yeah, that yeah, that unfortunately that doesn't involve us. So I, I'm not even sure I can guide you in, in that process. Go ahead though. Complete please give me, give me next as. Customer: Do you have a number to reach for silver seas or? Agent (Mike Duran): Yeah, I can get you a number for sure see there should be a contact number on that bidding proposal they sent you as well. I would think. Customer: Okay. Customer: I'm looking, I mean, it shows like, just moved this little thing up and I moved it to the. Customer: Let's see how it works. Okay, and I did the little thing but there's no place after you put the number in, it doesn't go anywhere. It's like, there's no submit this that other not nothing. Agent (Mike Duran): Yeah we're I don't I can't see what you're seeing. So I and and we're not we're not involved in that. Let me see if I can get your number though we're so see. Customer: Okay. Customer: Yeah, I don't even. Customer: I don't see a number on here anywhere. Agent (Mike Duran): The number I show for silvers is, 888-978-4070. Customer: Just a minute, just, just a minute, hold on. Okay? 888 okay, okay. Agent (Mike Duran): 978. Agent (Mike Duran): 4070. Customer: Okay. Alright, thank you. Agent (Mike Duran): If, and, and if you, if you can't get any help with them, cause they may tell you what you booked or the travel. They should be able to help you then call us back and we'll just figure something out. We want you to, we want you to be able to capture the upgrade offer. Especially if it, if you can submit a bid that's work on. Okay let us know. Thank you. Okay, bye. Customer: Right. Customer: Right. Customer: Okay, well, let me call them. Okay, bye.