Subject: zd# 141135
From: Deeksha Dadu <[email-masked]>
To: Kaushal Singh <[email-masked]>
Cc: "[email-masked]" <[email-masked]>
Date: Tue, 7 Nov 2017 07:16:38 +0000

Hi Kaushal,

Your email to the buyer about confirmation was not worded right (copying all as others may be doing the same thing). We don’t tell the buyer anything about name addition/change directly as it can cause unnecessary concerns, like it did in this case. We need to convey the same message much more implicitly. Below is the email that we had been using (as usual modified as and when required):

Hi (buyer’s name), I am pleased to inform you that your reservation is now confirmed at (Hotel name) with check-in on (check-in date). At the time of check-in, please use the confirmation number xxx, also you can provide the name of the original owner of the room ‘’(seller’s name)''. Your name is on the reservation as well and you will not have any trouble checking-in. Please let us know if you have any questions or need any assistance. We are here for you, always! Regards, Customer Experience Hero

@ all: There are a few templates that we created when we began working with Roomer. May be some of them may be outdated but I strongly recommend that all of you refer back to them as most are still valid and were created with the consent of the client. It will give you a good idea about the kind of language we use with our customers and how we expect the message to be clear and concise. The link is in SOP as well.

https://docs.google.com/spreadsheets/d/1V-Yo-F4y9Z_Cc_8ugRaDK3qB2XWJBo6xu7G79Dm4p-M/edit?copiedFromTrash#gid=2090965770

Regards,
Deeksha