EILEEN PERRON · Feb 4, 2025 · 4:10 PM
Inbound · 05:43 · Planner: Victoria Mendoza · +14163717197
“The way your tone, voice is not a customer friendly.”
Michael Escobar or another air department agent should call the customer back within 1 hour to re-establish rapport and complete the air arrangement discussion. A brief follow-up from a supervisor after the call to acknowledge the tone concern would also help recover the relationship.
Full analysis
What happened
Eileen Perron (listed as 'Ryan Paron' in the transcript, likely a transcription error) called requesting to speak with the air department to arrange flights for an existing booking (3822161) that another agent (Stephanie) said would be transferred. Victoria attempted to locate an available air department agent via email and Teams chat. When no one answered immediately, Victoria offered voicemail. The customer pushed back, questioning why no one was picking up and whether someone could call them back. Just as Victoria was about to transfer to Michael Escobar (who had responded), the customer expressed dissatisfaction with Victoria's tone, calling it 'not customer friendly,' and the call ended in mild tension.
Emotional read
The customer started transactional and solution-focused but grew increasingly frustrated as the call progressed. By the end, they were visibly irritated—not just about the routing issue, but about the agent's perceived tone and lack of warmth. The customer's final comment about the agent's 'customer friendly' tone suggests they felt dismissed or spoken down to.
Emotional arc through the call
Started polite and direct, then grew frustrated as the agent explained delays, escalated to criticism of the agent's tone by the end.
How customer sees Pavlus
- negative · expressed frustration that the air department was not immediately available and questioned the efficiency of the remote work / email-chat system
- negative · told the agent 'your tone, voice is not customer friendly' at the end of the call
Process friction
- customer had to repeat request multiple times and felt routed inefficiently
- air department not immediately available to take transfer, requiring voicemail or callback
- customer expected a warm handoff to air department but instead was held and then transferred with apparent tension
Customer behaviors
seeking to follow up on prior booking transfer initiated by Stephaniebecoming increasingly impatient with wait time and routing delaysdirectly challenging agent tone and professionalism mid-callquestioning the operational model (remote work, email-based handoffs)
Topics & signals
| Topics | air arrangementsbooking transferdepartment routing |
|---|---|
| Objections | frustrated that air department staff not immediately available to take callskeptical about effectiveness of email/chat-based communication when urgentconcern about agent's tone and customer service approach |
Analyzed 2026-05-24 23:30:05 by claude-haiku-4-5-20251001. Confidence 0.72.
Transcript (3,056 chars)
Agent (Victoria Mendoza): This is Victoria, how may I direct your call? Customer: Hey air department please. Agent (Victoria Mendoza): Okay, do you have a current booking with publi? Customer: Hello. Agent (Victoria Mendoza): Do you have a current booking with publi, sir? Customer: Yes, I do. Agent (Victoria Mendoza): Okay, can I get your name? Customer: Do you want my booking number? Agent (Victoria Mendoza): Oh, sure. That would be fine as well. Customer: I booked Stephanie yesterday and she said she's gonna, my booking what's the beeping everything off and is that. Agent (Victoria Mendoza): I'm not sure what that is. I'm not even touching my phone on my hander. No, we're my phone so I have no idea what that is. Customer: Yeah, so, she said, she's gonna transfer my booking over to your air department to arrange my air, and I'd like to speak to your air department. My booking number is 3822161. Agent (Victoria Mendoza): Okay, great. Agent (Victoria Mendoza): And can I get your name? Customer: Ryan Paron. Agent (Victoria Mendoza): Ryan Aaron. Customer: Aren P. as in Peter. E-R-R-O-N what time is it there now? Agent (Victoria Mendoza): Thank you, it's 912. Customer: Yes, so your offices are open. Agent (Victoria Mendoza): Aron. I just sent an email to find out if there's anybody available. It does look like they're on their lines. I sent an email to see if anybody would be available anytime soon. Customer: Oh, everybody everybody want everybody works from home and you send it out from there. Is that what you do? Agent (Victoria Mendoza): Yeah, we have a teams board and I send a chat to our air department. Customer: Yeah. So why is it anybody picking it up? Agent (Victoria Mendoza): Because they're all in their line sir. I'm just asking if anybody would be available soon if not if they're going to be on calls. Usually anything to do with air takes time. Customer: So what? Agent (Victoria Mendoza): Would you like to leave them a voicemail? Customer: Af of a voicemail. Agent (Victoria Mendoza): The air department. Customer: Well, the department scat I over the country it and what I can gather isn't it. Agent (Victoria Mendoza): Yes everybody is sir, they all work remotely. Customer: I know that. Yeah. So I can't speak to someone now. Agent (Victoria Mendoza): But that doesn't have anything to do with them responding to an email or chat. Customer: So who's gonna, cause, so, can someone call me, please. Agent (Victoria Mendoza): Yes, I'm gonna, I'm gonna go ahead and put you into their, the voicemail and you can leave a voicemail for the air department. Customer: Thank you. Agent (Victoria Mendoza): Okay, so it looks like Michael Escobar just responded. I'll be sending you to him. Customer: I me to speak to him. Customer: No, I don't be sarcastic please. I'll ask you a question. Agent (Victoria Mendoza): That's what I said. Agent (Victoria Mendoza): Okay. Well, I'm tell, I'm just telling you I'm gonna transfer you to Michael. Customer: The way, the way your tone, your tone, voice is not a customer friendly.