Roger Dooley · Feb 6, 2025 ยท 3:51 PM
Inbound · 03:55 · Planner: Mike Duran · +15128529491
“I have an upgrade offer from Silversea and I'm trying to make an offer online but there's no place to make an offer.”
Follow up with Roger in 2-3 business days to confirm he successfully submitted the Silversea upgrade bid and to offer assistance if Silversea support was unable to resolve the portal issue.
Full analysis
What happened
Roger called requesting Victoria Hill but reached Mike Duran instead. Roger has an active Silversea booking (252675-24) with a trip coming in a couple of weeks and received an upgrade bid offer from the cruise line. He was attempting to submit a bid online but couldn't locate a submit button on the portal and couldn't find a contact number on the proposal itself. Mike confirmed this was outside Pavlus's scope, provided Silversea's direct phone number (888-978-4070), and invited Roger to call back if he needed further help after contacting Silversea. The call ended with Roger agreeing to contact Silversea directly.
Emotional read
Roger was task-focused and pragmatic throughout the call. He remained patient while troubleshooting the technical issue and accepting the agent's redirection to contact Silversea directly. No frustration or enthusiasm was evident; the tone was businesslike and transactional.
Emotional arc through the call
Remained steady and businesslike throughout; no emotional shift detected.
How customer sees Pavlus
- neutral · Accepted agent's explanation that Silversea bidding portal is outside Pavlus's purview without complaint
- positive · Agent offered to 'figure something out' and help capture upgrade offer if customer encounters issues with Silversea
Process friction
- Customer's initial request was for a specific planner (Victoria Hill) who was unavailable, requiring reroute to guest relations
Customer behaviors
Troubleshooting technical issue with third-party bidding portalSeeking contact information to escalate to cruise line directlyFollowing agent guidance to contact Silversea rather than pursuing issue further with Pavlus
Topics & signals
| Topics | Silversea upgrade bid submissionTechnical issue with online bidding portalContact information for cruise line |
|---|---|
| Cruise lines | Silversea |
| Buying signals | Has active booking 252675-24 with upcoming trip in couple of weeksActively trying to submit upgrade bid offer from Silversea |
| Objections | Unable to locate submit button on Silversea bidding portal interfaceNo contact number visible on upgrade proposal document itself |
Analyzed 2026-05-24 18:11:32 by claude-haiku-4-5-20251001. Confidence 0.75.
Transcript (2,795 chars)
Agent (Mike Duran): Good morning. Thank you for calling pats travel home with the best referral program in the industry. This is Mike and guest relations. How can I help you? Customer: Hi, I'm trying to reach Victoria hill. Agent (Mike Duran): Victorias is currently in a staff meeting so, so she'll be, she's unavailable at the moment. I can put you through her voicemail or I can ask, send her a note to give you a call when that meetings over. Customer: Okay, unless you can help me? Agent (Mike Duran): I can try. What is the booking or co number we're talking about. Customer: Oh, let me find the number. Customer: Booking 252675 dash 24. Agent (Mike Duran): Is this is phi trip for this month? In a couple of weeks? I have your file open man. How can I help you? Customer: Right. Customer: Alright. My question is we have an upgrade from offer from silver seas and I'm trying to make an offer online but there's no place to make an offer. Agent (Mike Duran): So this is something you got from Silversea to bid on something with them? Customer: Yeah, correct and I'm trying to. Agent (Mike Duran): Yeah, that yeah, that unfortunately that doesn't involve us. So I, I'm not even sure I can guide you in, in that process. Go ahead though. Complete please give me, give me next as. Customer: Do you have a number to reach for silver seas or? Agent (Mike Duran): Yeah, I can get you a number for sure see there should be a contact number on that bidding proposal they sent you as well. I would think. Customer: Okay. Customer: I'm looking, I mean, it shows like, just moved this little thing up and I moved it to the. Customer: Let's see how it works. Okay, and I did the little thing but there's no place after you put the number in, it doesn't go anywhere. It's like, there's no submit this that other not nothing. Agent (Mike Duran): Yeah we're I don't I can't see what you're seeing. So I and and we're not we're not involved in that. Let me see if I can get your number though we're so see. Customer: Okay. Customer: Yeah, I don't even. Customer: I don't see a number on here anywhere. Agent (Mike Duran): The number I show for silvers is, 888-978-4070. Customer: Just a minute, just, just a minute, hold on. Okay? 888 okay, okay. Agent (Mike Duran): 978. Agent (Mike Duran): 4070. Customer: Okay. Alright, thank you. Agent (Mike Duran): If, and, and if you, if you can't get any help with them, cause they may tell you what you booked or the travel. They should be able to help you then call us back and we'll just figure something out. We want you to, we want you to be able to capture the upgrade offer. Especially if it, if you can submit a bid that's work on. Okay let us know. Thank you. Okay, bye. Customer: Right. Customer: Right. Customer: Okay, well, let me call them. Okay, bye.