Call Guide

  • Ask For the Caller’s Name

    Casually repeat it throughout the phone call

  • Read Me First Notes

    Always take the time to scan the Read Me First notes to identify important information about reservation preferences or possible issues still in progress.

  • Verify the Owner’s Identity in TSW

    Verify using at least two methods, including: owner number, phone number, email, mailing/physical address, reservation number

  • Check Contract to See if They Need to Book (Owners)

    Add appropriate property Usage note if they do not book any available usage – “advised [season] [year]”

  • Small Talk Through Silences

    Walk them through what you are doing. Advanced move: Ask them about their plans while they’re here.

  • Using the Hold Button

    Ask the caller if they are ok with being placed on hold, giving them a time estimate if able. Keep holds to a max of five minutes – check in with updates if you are still working on things, and again ask if they are okay with another hold or offer a callback.

  • Offer a Tour (if eligible)

    Check Lead tab and Grand Central for tour/gift eligibility (owners)

    Check that they are qualified (non-owners)

  • Mask Credit Card #s When Making Reservations

    Unmask to finish the call

  • Quote All Policies

    Reservations, Day Use, Tours

  • Wrap Things Up on a Positive Note

    Ensure you have answered/solved the initial question or concern. Ask if there is anything else you can help with at the end of the call, or if they have any questions.