Roger Dooley · Apr 5, 2025 ยท 7:30 PM
Outbound · 03:42 · Planner: Lee Alvarez · +15128529491
“You're going to get tired of hearing from me... hopefully she gives you part of this commission.”
Have Victoria contact Roger on Monday to confirm cabin 1072 at $6,966.99, process the deposit, and formally add her name to the waitlist for deck 8 cabins if one becomes available.
Full analysis
What happened
Roger Dooley called to follow up on a cruise booking, looking to change cabin selection. She wanted a cabin on the eighth floor for the middle position, but the agent informed her only deck 10 cabins were available. The customer settled on cabin 1072 near the stairs, though she expressed concern about potential noise from the veranda area above. The agent quoted $6,966.99 for the cabin and noted the possibility of a waitlist for deck 8 cabins once the deposit is made. The agent agreed to hold the new cabin and send updated itinerary to the customer's primary agent (Victoria) on Monday.
Emotional read
The customer is familiar and comfortable with the agent, joking that Lee will 'get tired of hearing from me' and making light of commission-sharing. She's mildly frustrated about the cabin situation (wanted deck 8, concerned about noise) and expressed surprise her husband wasn't told about the concierge cost earlier, but she remained cooperative and solution-focused throughout.
Emotional arc through the call
Remained steady and cooperative; started with a light joke about frequent calls, encountered mild frustration about deck 8 unavailability and cabin noise concerns, but resolved quickly and ended on a positive, humorous note.
How customer sees Pavlus
- positive · customer comfortable calling back multiple times and joking with agent; referenced primary agent Victoria positively as someone who would handle the transaction
- neutral · customer suggested agent Lee might share in commission from rebooking work; agent brushed aside, no friction evident
Process friction
- customer had to call back multiple times to finalize cabin selection; primary agent (Victoria) unavailable until Monday
- concierge upgrade cost ($500) apparently not communicated to customer's husband before this call, creating surprise
Value perception
Not explicitly stated. Customer has been repeat-calling to manage details, suggesting she trusts the Pavlus relationship enough to iterate multiple times rather than handle directly with the cruise line.
Customer behaviors
rebooking and upgrading existing cabin reservationconsulting with spouse on pricing decisionscomparing cabin options by deck and locationdeferring final deposit and waitlist decision until primary agent returns Monday
Topics & signals
| Topics | cabin selection and upgradedeck preferenceconcierge service pricingwaitlist for cabin availabilitycabin noise concerns |
|---|---|
| Buying signals | agreed to move cabin to 1072 and confirmed price of $6,966.99ready to proceed with hold on new cabin and waitlist for deck 8 |
| Objections | concerned about noise from veranda chairs above cabin 1072husband surprised about $500 concierge upgrade cost not mentioned earlierwanted eighth-floor cabin but none available, disappointed |
Analyzed 2026-05-26 15:48:05 by claude-haiku-4-5-20251001. Confidence 0.72.
Transcript (2,785 chars)
Customer: Calls to this number are being screened by smart call blocker. Please say your name after the tone then press pound. Agent (Lee Alvarez): Yes. Agent (Lee Alvarez): Referral. Customer: Please wait a moment while your call is connected. Customer: Hello. Agent (Lee Alvarez): Yes, this is lee with? Customer: Hi lee! You're going to get tired of hearing from me. Agent (Lee Alvarez): So it, you can always just email as well and I'll reply back to that until your agent comes back in on Monday. Customer: Oh, okay. Well hopefully this will, this will be the last time, hopefully she gives you part of this commission. Agent (Lee Alvarez): No, no. It doesn't matter though, that's fine. Customer: Can we check and see what is available on the E. You said that would be $500 more for the concierge? Customer: Eight I told husband and he goes well, of course, I said, well why didn't you tell me that before? Well, of course. Agent (Lee Alvarez): Sure. Let's take a look. Customer: Because by the time we find a room cause that includes the room then. Customer: The one night. Customer: If there be anything on the eighth floor, that would be great that's in the middle. Agent (Lee Alvarez): Okay, let's see. Agent (Lee Alvarez): No, there's nothing on the eighth floor. They're all on deck ten. Customer: I was afraid of that. Customer: Okay, in the back. Agent (Lee Alvarez): Right. Customer: What's the closest to the, not the back. Agent (Lee Alvarez): Ten seventy two and ten seventy three right at the stairs area. Customer: Okay. 1072 I guess we've stayed in 1078 on that ship. Agent (Lee Alvarez): Okay, so you want me to go ahead and move it to 1072. Customer: Sure. Agent (Lee Alvarez): Okay, I'll go ahead and I'll move it and I'll resend it over to you. Customer: Okay. You do they ever open up like on eight or no? Probably, we wouldn't know. Agent (Lee Alvarez): It's a possibility you can have Victoria put you on a wait list for them. Customer: For eight, okay, but we'll do 1072. Agent (Lee Alvarez): Yeah. They just, they're not gonna expect to wait, they're not gonna put a wait list though, until your deposit is. Customer: I'm just concerned because that's over, that's right under the veranda. Agent (Lee Alvarez): Mm-hmm. Customer: Oh. Agent (Lee Alvarez): Yeah, so you might hear some chairs, chairs shopping. Customer: Right. Customer: Oh, and that'll be 696699 now. Are we up to? Okay, let's do that and then we'll see. I hope it maybe, eight opens up. Agent (Lee Alvarez): Correct. Agent (Lee Alvarez): Okay, I will put, put that on hold and I'll send this over to Victoria. Customer: Okay. Customer: Okay, and I will try not to call you anymore today, today. Thank you bye. Agent (Lee Alvarez): No worries. Alright. Agent (Lee Alvarez): Uh-huh, bye-bye.