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Sometimes you need to remind the customer that you would provide the service, but at an additional cost. Also remind them that urgent assistance is normally $XXX, but since they are an existing customer, this can be done as a one-time basis for $YYY (add-on). Lastly, provide the free option, which is for the client to contact the airline directly.
Another thing that may be helpful is having these scripts available as FAQ, but for your concierges so they know how to handle these scenarios in the future.
2 years ago on In the Trenches: Changing Our Services