Soifer Robert · Jul 23, 2026 · 5:00 PM
Inbound · 08:55 · Planner: Julianne Cricchio · +19178535962
“you seem to know exactly what you're doing and I appreciate that.”
Julianne should confirm in writing to Bob (via email) that she has submitted the Silversea waitlist request for the CPH Wonderful Copenhagen tour on August 18th, and remind him to visit guest services on the first day aboard the ship for the best chance of a change. A courtesy call 24 hours before embarkation would cement goodwill.
Full analysis
What happened
Bob called to address two outstanding items from a prior Silversea cruise booking (August 10–11, booked by agent Taylor): he wanted to place a waitlist request for an alternative Copenhagen tour on August 18th (CPH Wonderful Copenhagen vs. a previously confirmed option), and he needed confirmation that his Viator shore excursion booking contact (Anastasia) had been notified he received the updated meeting location sent December 15th. Julianne located his reservation, clarified that the Viator notification had already been logged and no further action was needed, and committed to calling Silversea to add him to the waitlist. She also offered tactical advice that guest services on the ship often had more flexibility for tour changes. Bob concluded by asking about the logistics of leaving an eight-hour tour early if desired; Julianne reassured him he could take an Uber back and that luggage would not be an issue. The call ended positively with Bob expressing appreciation and Julianne confirming she would handle the waitlist request.
Emotional read
Bob started slightly disorganized and apologetic ('sorry for'), struggling to articulate his needs clearly due to multiple overlapping requests. He warmed noticeably as Julianne clarified his situation and provided confident, knowledgeable guidance. By the end, he expressed explicit gratitude and relief ('makes my breathing easier'), indicating elevated trust and satisfaction.
Emotional arc through the call
started somewhat anxious and disorganized, warmed significantly once Julianne confirmed the status of both requests and offered confident, reassuring advice on how to handle tour changes on the ship.
How customer sees Pavlus
- positive · praised Julianne by name: 'you seem to know exactly what you're doing and I appreciate that'
- positive · expressed relief and trust in Julianne's guidance on tour logistics: 'makes my breathing easier' after she confirmed he could leave early
Process friction
- customer had difficulty locating Viator's confirmation email and was unsure how to reply to confirm receipt; Pavlus clarified internally that notification had been logged
Value perception
Bob did not explicitly compare Pavlus to other options, but his gratitude for Julianne's knowledge and her proactive tip about guest services on-ship suggested he valued her experience and willingness to give practical guidance beyond the booking itself.
Customer behaviors
coordinating multiple tour requests on a single cruise itineraryseeking reassurance that prior agent communication was properly documentedasking for tactical / experiential advice on tour flexibilityexpressing appreciation for agent expertise and competence
Closing technique
Attempt: none Outcome: no_close_attempted Payment: none
Topics & signals
| Topics | Silversea cruise waitlisttour substitution requestViator shore excursion confirmationmeeting point location changeearly departure from organized tour |
|---|---|
| Destinations | CopenhagenStockholm |
| Cruise lines | Silversea |
Analyzed 2026-07-23 17:11:22 by claude-haiku-4-5-20251001. Confidence 0.78.
Transcript (6,281 chars)
Agent (Julianne Cricchio): Thank you for calling Pavlus travel, this is Julianne speaking. How may I help you? Customer: Yeah. Customer: Hi! My name is Bob. Sorry for and I'm going on a cruise August 10th and I just want to put it's a Silversea, I want to put a wait list on one of the tours and then in December, January one of your agents helped me book an outside tour in stock home, and I never replied to the via tour and I just wanna make sure that they know that I received the new location so that's I can give you all the information now that I gave, gave you an outline. Agent (Julianne Cricchio): Okay, so do you happen to have a booking number I can refer to? Customer: Sure, do. Customer: All these papers here, booking number is. Customer: 70878925. Agent (Julianne Cricchio): Okay, excellent. Let me pull up your reservation. Agent (Julianne Cricchio): Okay, so your travel agent is Taylor, and this trip begins on August 11th? Okay, let's see, I could see the notes about the tour. Customer: Right. Customer: Were the easiest one to describe it's a Silversea tour. Customer: On the eighteenth. Agent (Julianne Cricchio): So, is it the we, so are we talking about two different tours? Are we talking about a silver sea tour and aviat tour? Customer: Yes, two different tours. Agent (Julianne Cricchio): Okay, which one do you want to discuss first is Silversea. Customer: Yeah, on the eighteenth. We our name all day two or one minute. I'll get the name. Customer: I think you should hear me now that. Customer: I need 32. Customer: On the eighteenth, there's a tour. Agent (Julianne Cricchio): I'm sorry, can you repeat that? Customer: I August 18th complete coping hake and it's the toilet. Agent (Julianne Cricchio): And you were on a wait list for that. Customer: No, we were confirmed on that we want to be waitlisted on to a CPH wonderful coping. Agent (Julianne Cricchio): Okay. I can call and put you on the wait list for that tour. Is that tour on the eighteenth as well? Customer: Yes. Agent (Julianne Cricchio): Okay, so it's just a, a different Copenhagen tour that you would rather be on. So, the one that you would prefer is the CPH wonderful cope and Hagan four. Customer: Correct. Customer: That's what we like, yeah, I told it is. Customer: So that you got to just put on the wait. Agent (Julianne Cricchio): Okay, I could call silver C and request that. Customer: Alright. Agent (Julianne Cricchio): And then the viator do you remember who you're working with that sent you that quote? Customer: Yeah, yes. I have that. Customer: She booked it and then about a month later sent us an update of and it's N-S-E anna. Thank. Agent (Julianne Cricchio): Anastasia. Okay. Agent (Julianne Cricchio): When did she send you that email? Customer: So, we want that gave you new location was sent on December 15th and I couldn't find it my and it said. Agent (Julianne Cricchio): Oh, okay, yeah, so I see that right there by tour. Customer: So, you'll receive the, please reply with a quick confirmation and I just want to reply to them that we received it will be there. Agent (Julianne Cricchio): Okay, let's see. Agent (Julianne Cricchio): Yes. Agent (Julianne Cricchio): Let me see that. Okay. Agent (Julianne Cricchio): Yeah, the, so the email that Anastasia sent you on December 15th it was just an email notifying you that the meeting point has changed. I can pull up that email. So, yeah. Customer: Correct. Customer: But the attachment from vio tour. Customer: That they ask. Customer: That I received the updated location. Agent (Julianne Cricchio): Yes. Customer: Here and I can't find it to reply. So if you see your records, just reply that I received it. Agent (Julianne Cricchio): Yes, yeah, we, yeah, we have notified them that you, they know that you've received it. So, as far as I'm concerned, nothing has changed other than the meet up location. Which is clarified in that email. So your reservation still stands there. There's nothing that really needs to be done at this point. Customer: Oh, okay, so. Customer: Correct. Customer: Good. And you put us, you'll put us on the wait list for the other one and when I get on the ship, we'll see what happens. Agent (Julianne Cricchio): Yeah, exactly. So I can call silvers and ask if you to be put on the wait list and I recommend you know as soon as you get on the ship. If you can go to the guest services desk sometimes they have a little bit more pool in person then they do over the phone. So that will be your best chance. Customer: Right. Customer: Yeah, that would be my interest thing that I do. Agent (Julianne Cricchio): Yeah, that's what I always recommend to people because yeah, sometimes you know, things change last minute and they'll have an availability that even when I, the agent on the phone doesn't see. So yeah, I will put you on the wait list and recommend guest services once on board and then yeah, I, that is there anything else I can do? Customer: So let me ask, yeah, on your opinion cause you seem to know exactly what you're doing and I appreciate that. Agent (Julianne Cricchio): Sure. Agent (Julianne Cricchio): I appreciate you. Customer: So, we're on an eight hour tour in your experience I and, and let's say I was six we want to get off the bus and taking the Uber back to, to the hotel. Those a company those that will. Agent (Julianne Cricchio): Yeah. Yeah, if you ever are in a situation where you're on a long tour and you're like, I've had enough. And if you want to take your own taxi, own Uber back to the ship, they're not gonna stop you. They'll definitely. Customer: Are they just differences the luggage you'll be in there, they'll just have to give me my luggage but shouldn't be a problem. Oh. Agent (Julianne Cricchio): Yeah, yeah, exactly. So, yeah, I would, I can't imagine anyone declining your request to leave early. Should you want to leave early? Customer: I, that's what I thought. Well, that makes my breathing easier. Is I put all this stuff together now. Well, have a great day and I appreciate it. Agent (Julianne Cricchio): Yeah. Agent (Julianne Cricchio): Right. Agent (Julianne Cricchio): Yeah, you as well. Yeah, my pleasure. I hope you have a wonderful day. Customer: Thank you, bye now. Agent (Julianne Cricchio): Okay, bye.