EILEEN PERRON · Feb 4, 2025 · 4:10 PM
Inbound · 05:43 · Planner: Reception · +14163717197
“The way your tone, your tone, voice is not a customer friendly.”
Michael Escobar should proactively contact this customer within 24 hours to complete the air arrangement and apologize for the earlier transfer experience; flag Eileen's name/preferences to ensure next interaction is warm and solution-focused.
Full analysis
What happened
Eileen (referred to as Ryan Perron in the transcript) called requesting transfer to the air department to arrange flights on an existing booking (3822161) that was booked with an agent named Stephanie the prior day. Stephanie had promised to transfer the booking to the air department. Victoria checked availability, found air staff busy on calls, and offered a voicemail. Before the customer left one, Michael Escobar from air became available and Victoria offered a transfer. The customer accepted but expressed displeasure about Victoria's tone and voice, characterizing it as not customer-friendly. The call ended in transfer to Michael without full resolution of the customer's underlying air arrangement need.
Emotional read
The customer started transactional and slightly impatient, wanting to reach a specific department. As the call progressed, frustration mounted—first with unavailability, then noticeably with what he perceived as the agent's tone and demeanor. By the end, he explicitly called out the agent's voice as 'not customer friendly,' signaling emotional irritation rather than operational urgency alone.
Emotional arc through the call
Started impatient and task-focused; grew increasingly frustrated by unavailability and process delays; became emotionally triggered by what he perceived as the agent's dismissive or curt tone, shifting from operational frustration to interpersonal offense.
How customer sees Pavlus
- negative · criticized the agent Victoria's tone and voice as 'not customer friendly'
- neutral · mentioned that agent Stephanie booked them yesterday and promised to transfer booking to air department
Process friction
- customer had to repeat booking request and rationale across transfer
- air department staff unavailable to pick up call directly; required voicemail or email escalation
- customer perceived lack of seamless handoff despite prior agent promise
Customer behaviors
seeking air department transfer for existing bookingexpressing impatience with unavailability and process frictionescalating frustration with agent tone mid-callproviding booking number and clarifying name spelling when requested
Topics & signals
| Topics | air department transferbooking modificationdepartment availability |
|---|---|
| Objections | frustrated that air department staff unavailable immediatelyconcerned about perceived lack of customer-friendly tone from agent |
Analyzed 2026-05-24 23:30:15 by claude-haiku-4-5-20251001. Confidence 0.65.
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.