Mary Fuller · Nov 8, 2024 ยท 3:41 PM
Inbound · 12:45 · Planner: Rose Morrissey · +12393154141
“The sooner I know that, the sooner I can move forward, you know, I have done the research and the research, and I'm thinking, oh, my god, if I'm going to and Hollan for nine days”
Rose should call Mary back today with a definitive yes or no on the April 26 Savoy in France wait-list status and provide a backup date option if that departure is unavailable. Mary needs clarity immediately so she can commit to the Normandy trip with Mike Ryan or finalize the Provence/Riviera alternative.
Full analysis
What happened
Mary called to follow up on a wait-listed river cruise booking for April 26 on the Savoy in France (Tauck itinerary). She mentioned that someone from Pavlus's office called while Rose was on vacation and left a message asking if she still wanted to be wait-listed; Mary called back and left a message confirming her interest, but is unsure if that was actually processed. Mary has researched multiple backup itineraries (Normandy, Provence/Riviera) and even recruited a neighbor (Mike Ryan) to join her if the April 26 date works. Rose promised to call Tauck immediately to check on the wait-list status and confirm availability, then call Mary back with an answer.
Emotional read
Mary is engaged and enthusiastic about the trips, but notably anxious about the wait-list status. She's methodical and detail-oriented, doing her own research on ship specifications and planning multiple contingent itineraries. Her anxiety stems from decision paralysis: she cannot commit to other trips until she knows if she's confirmed for her first choice.
Emotional arc through the call
Mary started warm and collegial, bonding with Rose over travel experiences, but became increasingly anxious as the conversation shifted to the wait-list confirmation status, with her anxiety peaking when discussing the cascading impact on her ability to commit to backup trips.
How customer sees Pavlus
- neutral · expressed concern that a colleague's callback might not have been properly documented or followed through
- positive · responded positively to Rose's offer to call Tauck immediately to check status and call her back
Process friction
- unclear whether colleague's confirmation of wait-list interest was actually logged when Mary called back while Rose was on vacation
Value perception
Mary has booked with Pavlus before ('Why do you think I keep coming back?') and is comfortable using them for multiple trips, though she is managing uncertainty around wait-list follow-through.
Customer behaviors
comparison-shopping multiple river cruise itineraries contingent on first choice availabilityresearching ship specifications independently to verify detailsrecruiting travel companion for potential tripdeferring final decision pending wait-list confirmationdetailed trip planning across multiple months and itineraries
Topics & signals
| Topics | river cruise itinerarieswait-listed booking statusEuropean river cruisesParis and NormandyProvence regionship specificationsmulti-leg trip planning |
|---|---|
| Destinations | ParisNormandyProvenceFrench RivieraBelgiumHollandLeonBon Bon |
| Cruise lines | EmeraldUniworldTauck |
| Buying signals | expressed strong desire to book May 26 Savoy in France itineraryresearched multiple alternative itineraries if first choice unavailablerecruited travel companion Mike Ryan who agreed to join in Aprilstated sooner she knows about wait-list status, sooner she can move forward |
| Objections | uncertain about wait-list status after colleague's callconcerned colleague may not have properly confirmed her interestneeds confirmation on April 26 date before committing to other trips |
Analyzed 2026-05-24 05:01:07 by claude-haiku-4-5-20251001. Confidence 0.82.
Transcript (11,466 chars)
Agent (Rose Morrissey): This is rose, you? Customer: Mm-hmm. Oh, hi. Hello, rose, Mary for? Agent (Rose Morrissey): Hi, how are you? Customer: I am well thank you. How are you and I am I interrupting you in the middle of something. Agent (Rose Morrissey): Oh, no, no, no, no, no, no, uh-oh, I was just looking at it? Oh, my gosh, I was wonderful we had a great weather, the cruise before us had terrible weather, so they were all happy. Customer: Oh, okay. How was your, how was your vacation? Agent (Rose Morrissey): Yeah, they had a, you know, high water on the river and all of that but we had no problems out. Everything went so smoothly. It was amazing. Yeah, and. Customer: Oh, okay. Customer: Oh, that's great. What was the, yeah, go ahead. Agent (Rose Morrissey): And let's see and the to the, to staffs were really amazing. Oh, my gosh. Customer: Oh, you mean the guides and. Agent (Rose Morrissey): Yeah, yeah the guides and, and the cruise director. Well, he was wonderful I like him. Yeah, he was like very bubbly getting everybody. Hi, good morning. Okay. You're too too happy I guess because the, yeah, go ahead. Customer: Oh. Customer: Oh, my gosh. Well now you are, oh, oh, good. Just because what? Agent (Rose Morrissey): Oh, because the cruise, prior to us had so many problems and they had to navigate and I had some clients on that cruise and they told me that ped an excellent, excellent, excellent job moving things around, you know. Yeah, and is really good with that you know, because we, I had the same experience on the re, two years ago and the water levels were low I tell you we weren't supposed to go to the Mose but the captain took us there because the water level, there was much better than the rin. Yeah. So he, oh, I tell you it was amazing. So tell. Customer: Oh. Customer: Oh. Agent (Rose Morrissey): Top knows what they're, they know what they're doing. Customer: Oh, absolutely. Why do you think I keep coming back? Did you have like a ship cruise director and then two or three Tak directors? Agent (Rose Morrissey): Mm-hmm, I know. Agent (Rose Morrissey): Three tour directors and one cruise director talk mm-hmm yeah, yeah, and they were there all the time. I mean, the, there were only eighty of us on the ship on a 180 crew. Yeah, something like that. Yeah. Customer: Correct. Yeah, yup. Customer: Okay, I think the capacity is like 95. Customer: What ship were you on? Agent (Rose Morrissey): We were on the emerald. Customer: Okay, okay, and did you like it? Nice ship. Agent (Rose Morrissey): Yeah. Agent (Rose Morrissey): I was on that, I was on that ship before. It's nice, it's not as nice as the one in the door river, the portal. Agent (Rose Morrissey): Is that one is name, yeah, Andrea or something like that. Yeah, that one is because it's new, you know, it's gonna be new, you're gonna have new. Yeah. This one is nice but you know, it's a little older, but it did the work, you know, it was good. Yeah. I Meral mm-hmm. Customer: Yes, I think it starts with an A. Yeah. Customer: Yeah. Customer: Yeah. Customer: Okay. Customer: Oh, the a wal? Okay. Customer: Okay. Did you did you have entertainment like, nightly entertainment? Agent (Rose Morrissey): Yes they did, yes, they did. Mm-hmm it was a lot of fun. It was a lot of fun. One time was a. Customer: And was it was? Agent (Rose Morrissey): French when we got to, on a, a gentleman came on board with the accordion instrument. Yeah, and he did it. He had really good boys, very good voice. And then at 9:30 we arrived in bon Bon see the bridge. You know, that. Half bridge. And yes, yeah. So it was, it was beautiful. It was beautiful. And he was up there with this music and everything. It was, it was cool. It was really cool, I enjoyed that a lot. Customer: Oh, yeah. Customer: Oh, yes. Customer: Oh, it sounds like it now. Where did you get on the ship? Agent (Rose Morrissey): We've got on the shipping Leon, we, oh, actually yeah out the shipping lay but you're going to have two nights in Paris on that itinerary so, oh. Customer: Oh. Customer: Yes. Okay. Okay, did you have two nights in Paris? Agent (Rose Morrissey): Yes, if that hotel that uses Lo Lu Lua, it's a brand-new hotel. So beautiful, I'll send you some pictures my, of my room, it was like, oh, 000, oh no, no, no, no, no, no, we don't, we don't get upgrades, I tried, you know, I don't, I hey, I'm just happy to get on the shit. Customer: Okay. Customer: Oh, okay. Did you get an upgrade? Customer: Well. Customer: I know. I know. Well that I of course, that's the trip I want to get on a wait listed. Agent (Rose Morrissey): Yeah, I'm gonna check on that today because I got an email they wanted to know if you're still interested so I want to get go to. Customer: Well, somebody, somebody from your office called and left a message and I called this back and it was a woman I can't think of her name. She said I'm calling on behalf of rose, she's on vacation talk wants to know if you still want to be wait listed and I called back and left a message for her that I did know that you were on vacation. And yes I still wanted to be on the wait list. Agent (Rose Morrissey): Okay, okay. Agent (Rose Morrissey): Mm-hmm. Agent (Rose Morrissey): Yeah, yeah. Okay, so I. Customer: So I'm hoping she followed through. Agent (Rose Morrissey): I'm just looking at that. Agent (Rose Morrissey): That, so, I will reach out to talk right now and say you know, we want that. So can you, can you clear it and so it's, you'll love it that hotel but you've probably been to Paris before many times. Customer: Okay. Customer: Yeah. Customer: Oh, I'm. Customer: I haven't been to Paris and years. Agent (Rose Morrissey): Okay. Okay, so this will give you two nights and Paris then you take the bullet train, the speed train from terrace. Yeah, to, to Leon. And then they were there to pick you up and take you to the ship. It was very you know, so seamless you don't even have to worry about luggage or anything like that. Your luggage, what they took care of your luggage and you just got on this on the train with your, whatever you're carrying on and went to the ship and of course they're waiting for you to have that Champaign when you walk in. Customer: And. Customer: Yeah, the T-G-V not. Yes. Customer: Well, you were? Oh, yeah, yes. Customer: Oh, of course, of course. Yeah. Well, I'm surprised. How many people did you say you had? Agent (Rose Morrissey): 8080 mm-hmm we had a group of I think group but I thought it was a 180. Customer: Eighty. Okay, I think the capacity. Customer: No, I don't think so. Agent (Rose Morrissey): Not that much for a hundred. Customer: No, I do not, I do not, no, there's something about the ship specifications that I have looked at and I wanna say maybe it's more than that. Agent (Rose Morrissey): It was really very nice, so, so relaxing excursions were great. Yeah. Customer: Yeah, that's, see, that's what I enjoyed most about that month that I spent last year. But I think our ship. Well the Meral. Is bigger I think than that treasures. Agent (Rose Morrissey): Mm-hmm. Agent (Rose Morrissey): Let's see, I've got it right here and. Customer: Yeah. Agent (Rose Morrissey): Oh, it says over here into continental Paris look grn in the hotel. Maybe they'll change it because it's, that hotel was like first-class all the way. Yeah. Customer: Oh, okay. Customer: Well now I just pulled up the ship specifications it says maximum number of gas 98. Agent (Rose Morrissey): Oh, 98 okay. Okay. That's not bad, right? Customer: Yeah. Customer: Yeah, that's the Meral the safi the spirit or and treasures. Yeah, 98 is good, yeah. Agent (Rose Morrissey): Mm-hmm. Agent (Rose Morrissey): Yup, yeah, 98 is, yeah, we had eighty and, you know what it's, I think tok is the demo, the age group on tok is really getting younger. Customer: Okay, so you. Customer: Yeah. Agent (Rose Morrissey): Yes. There were a lot of, there was a group from Indiana there were all neighbors and they were like in their sixties like they just retired and they were you know taking this trip and, and mostly doubt is seventy and above but I was really like, oh, well this is good this is good me more. Customer: Oh, is it, okay. Customer: Okay. Customer: Yes. Customer: Well, you know, that is good but I don't know if they're, you know, kids or whatever of people that have, yeah, children that have now learned about talk or something. Agent (Rose Morrissey): Children, no, they're not. Yeah. Agent (Rose Morrissey): Yeah. Well a lot of Ts the program bridges it operates in the summertime. Customer: Yes. Agent (Rose Morrissey): Yeah, mm-hmm mm-hmm, yeah. Customer: Oh, that's true. And maybe they're growing up now. I don't know yeah, well definitely check cause I definitely want that trip, you know, next year. Agent (Rose Morrissey): Yeah. Agent (Rose Morrissey): Okay, and we're looking at the, let's see I have here the twenty sixth and also the in may hold on a moment. Customer: Yes. Agent (Rose Morrissey): We want it may actually so that you can get some time. Agent (Rose Morrissey): On your own. Yeah. Well let's see. Let me see. Let me see. Wanna make sure that we're not overlapping. Oh, no we're not. Because the other one is yeah it ends on the 25th of April so the twenty sixth will be perfect. Mm-hmm. Customer: Why? Customer: Yeah, because see I'm coming back. Customer: Belgium Halling. Customer: Yeah, see, that's why I'm so anxious to know if I'm gonna get the twenty sixth now here. I mean, I have, if, the sooner I know that, the sooner I can move forward, you know, I have done the research and the research, and I'm thinking, oh, my god, if I'm going to and Hollan for nine days or whatever the heck it is, it's not much, that's the reason I want to go on the twenty sixth to that saver in France. Agent (Rose Morrissey): Yeah, yeah, mm-hmm. Agent (Rose Morrissey): Yeah. Agent (Rose Morrissey): April, yeah. Mm-hmm mm-hmm yeah. Customer: Of April. Yes, and then I'm thinking, okay. Well, if I can't do that then maybe I could go back to Paris and on 427 Normandy. Agent (Rose Morrissey): Oh. Customer: And yeah. Customer: And then maybe even that finishes up on 59 maybe jump down cause I do want to go to that provance region and look at French escape Paris to the Riviera which is the same damn ship. The Meral. Customer: And I'm going, oh, god, I can't answer any of these questions and I even said to Mike Ryan, who's one of my neighbors. I said, Mike, you know, you talked about doing Norman in August or September of next year and perhaps doing it at a time. I could do normally before I go to table, would you be interested in doing normally in April you said, yeah, I don't have any problems we're doing in April. I said, well, I can't make any decisions until I know about savoring France. Agent (Rose Morrissey): Mm-hmm. Agent (Rose Morrissey): Yeah, yeah. Okay let me call tac right now and, and see what we can do here on the 26th of April for saving friends name. Customer: Okay. Customer: Yes, cause I know I'm on the wait list and whoever I talked to within your office, I didn't talk with her. I just left a message. I hope she called back and said yes, she still wants to be on the wag list. Agent (Rose Morrissey): Yeah, let, let me see te. Agent (Rose Morrissey): Let me call top right now I'll call you right back, okay? Thank you. Thank you. Yeah, bye-bye. Customer: Okay. Oh, that's great. Okay, thank you rose. Alright, bye-bye.