Richard Neidich · May 6, 2026 ยท 8:50 PM
Inbound · 04:18 · Planner: Victoria Mendoza · +17044580835
“I click get quote, and it says it's... couldn't find the selling or tour you're looking for.”
Rose should confirm that the listing Richard tried to quote is active and working, then investigate the website quote-form error with the technical team to prevent future customer friction. Follow up with Richard once the listing is verified and accessible.
Full analysis
What happened
Richard called with a technical issue: when he tried to click 'get quote' on a Pavlus website listing, the system returned an error saying it couldn't find the selling or tour. He normally works with agent Rose and wanted confirmation that the listing was real before giving up. Victoria offered to leave a voicemail but Richard declined, preferring to speak with someone immediately. Victoria briefly put him on hold and then transferred him to Rose, who had just become available.
Emotional read
The customer is mildly frustrated but pragmatic. He is patient during hold time and willing to work with whoever can help, though he expresses a clear preference for continuity with his usual agent Rose. His tone is businesslike and direct; he wants efficiency ('I wanted to wrap this up shortly').
Emotional arc through the call
Started slightly impatient and mildly frustrated with the website error, remained steady throughout; no significant shift in tone.
How customer sees Pavlus
- neutral · has worked with Rose on previous cruises and prefers to continue that relationship
- negative · website quote tool is broken: 'I click get quote, and it says... couldn't find the selling or tour you're looking for'
Process friction
- website quote request form returns error messages instead of generating quotes
Customer behaviors
troubleshooting a website technical issueseeking continuity with existing agent relationshiptime-sensitive (wants to wrap up shortly)verifying listing legitimacy before abandoning it
Topics & signals
| Topics | website technical errorquote request functionalityagent continuity preference |
|---|---|
| Objections | website quote tool returns error message preventing booking inquiry |
Analyzed 2026-05-24 05:05:31 by claude-haiku-4-5-20251001. Confidence 0.65.
Transcript (1,073 chars)
Customer: Call. Agent (Victoria Mendoza): Travel, this is Victoria. How may I direct your call? Customer: Normally, I deal with rose, but there was one of the items on your site. I click get quote, and it says it's, you know, it comes back with an error, so it says we couldn't find the selling or tour you're looking for. I wanted to find out before I give up on it if that's real. Agent (Victoria Mendoza): Okay, rose is in, she's just on a call at the moment. Did you want to leave her a voicemail? Customer: I wanted to wrap this up shortly. Is there anyone else that could assist me? I mean, she's normally the person who helped me on the last cruise but. Agent (Victoria Mendoza): Let me see who else I have available. Can I get your name? Customer: That's not. Customer: Richard night. N-E-I-D-I-C-H. Agent (Victoria Mendoza): Okay, just give me a moment. I'll be right back with you. Customer: Looked at the dates to make sure. Agent (Victoria Mendoza): Thank you for holding. I'm gonna put you through the rose. She just became available, okay. Customer: Oh, okay.