EILEEN PERRON · Sep 18, 2025 ยท 2:17 PM
Inbound · 05:18 · Planner: Reception · +14163717197
“She never answers back. She puts us on our list and she'll get back to us in a couple of days so all I'm saying is that I don't get proper service.”
Sherry should immediately confirm the cruise details (ship, dates, cabin preferences, party size) and provide a booking confirmation or next steps within the call so Brian leaves with a clear path to departure on Sunday. Follow up with a confirmation email and ensure Stephanie Potter is notified to prevent duplicate communications.
Full analysis
What happened
Brian Perron called to book a cruise departing Boston this Sunday (in three days). His regular planner, Stephanie Potter, is unreachable and slow to respond, so he requested immediate assistance from another agent. He expressed frustration with Potter's pattern of putting him on a wait list for several days when he needs service now. Victoria Mendoza briefly gathered his information and transferred him to Sherry Bazi. The call ended as the transfer was being completed; no booking details were discussed.
Emotional read
The customer is frustrated and anxious about time pressure. He speaks with urgency and mild irritation about his primary agent's unavailability, but remains respectful and cooperative when offered a transfer. His tone softens slightly when acknowledged and connected to a new agent.
Emotional arc through the call
Started frustrated and anxious about the time constraint and his agent's unavailability, but softened when Victoria offered a solution and connected him to Sherry.
How customer sees Pavlus
- negative · frustrated that his assigned agent Stephanie Potter never answers back and puts clients on a wait list for four days
- negative · characterized Pavlus service as not proper or adequate given his three-day booking timeline
- positive · mentioned he has dealt with Pavlus for years, implying long-standing loyalty despite current frustration
Process friction
- assigned agent Stephanie Potter is unreachable and uses a wait-list system that delays callbacks by several days
- customer had to call the main line and request transfer rather than receiving timely service from his primary contact
Value perception
Not explicitly stated. Customer has been with Pavlus for years but current frustration with agent responsiveness suggests he may be questioning whether the agency is delivering adequate service for his needs.
Customer behaviors
expressing urgent time pressure and frustrationseeking alternative agent to bypass unresponsive primary contactdemonstrating brand loyalty despite service complaintcooperating with transfer process
Topics & signals
| Topics | cruise bookingagent accessibilityurgent timelineservice quality |
|---|---|
| Destinations | Boston |
| Buying signals | actively seeking to book a cruise departing Sunday from Bostonwilling to work with another agent to complete the transactionprovided full name and confirmed long-standing relationship with Pavlus |
| Objections | current agent Stephanie Potter is unreachable and slow to respondputs customers on wait list for four days instead of serving them promptlycruise departs in three days and needs immediate booking assistance |
Analyzed 2026-05-27 21:58:51 by claude-haiku-4-5-20251001. Confidence 0.75.
Transcript (1,685 chars)
Agent (Victoria Mendoza): This is Victoria, how may I direct your call? Customer: Yes, I'm a client of Stephanie Potter, but unfortunately she's very hard to reach and I wanna book a cruise leaving this Sunday out of Boston so I have to book it now and I was wondering if someone else can help me. Agent (Victoria Mendoza): Okay. Can. Okay, when did you try to call her? Customer: She never answers back. She puts us on our list and she'll get back to us in a couple of days so all I'm saying is that I don't get proper service and I need, need service right now because the cruise leaves in three days. Agent (Victoria Mendoza): Okay, I was just wondering what when you called her then? That's my only question. Customer: I haven't called her about this particular cruise but every time I call her she puts me on the wait list for four days down the road and the, so I got to speak to someone because we're leaving, I hope to leave Sunday if we can book it and so if I saw it we can someone else. My last name is Taren P. As in Peter E-R-R-O-N. As in Norman. And my first name is Brian. Agent (Victoria Mendoza): Okay. Agent (Victoria Mendoza): Okay, tell me your name sir. Agent (Victoria Mendoza): Okay, okay. Customer: I've dealt with pat for it, I've dealt with Pavlus for years. Agent (Victoria Mendoza): Okay sir just give me a moment to find an available agent. I'll be right back with you. Customer: Thank you. Agent (Victoria Mendoza): Okay, Brian, thank you so much for holding. I'm gonna put you through to sherry Bazi and she's gonna assist you. Customer: Oh, sherry. Agent (Victoria Mendoza): My name is sherry. Customer: Thank you. Agent (Victoria Mendoza): My pleasure.