How-to utilize the Read Back Script feature

Utilizing the Read Back Script Feature

Read Back Scripts are a great way to insure that your reservations or sales representatives communicate essential information to the customer while they are booking the reservation on the phone. To use an analogy, it is a verbal Standard Confirmation.

Creating Read Back Script Template

1. Click on the ‘My Office’ icon on the toolbar.
2. Select the ‘Company Settings’ tab.
3. Click on the ‘Read Back Script’ button.
4. The Read Back Script screen will display with existing Read Back Script Templates (highlighted orange), and the Add Template box (highlighted green as illustrated below).
5. Enter the name in the Template Name field.
6. Select the Service Types that this Read Back Script will be applicable to. For more information on Service Types see the Knowledge Base article Managing the Service Type List.
7. As mentioned above a Read Back Script as the option of including dynamic information gathered directly from the reservation. To display a list of available dynamic fields to insert into the Read Back Script, click the button as illustrated below.
8. This will open a pop up window with a list of the dynamic fields and the “tags” to insert them in the Read Back Script Template as illustrated below.
9. Begin entering the script. When the point in the script that the dynamic information should be populated is reached click on the appropriate tag.
10. When completed a Read Back Script Template with tags will appear as follows.
11. Click Save to retain the Read Back Script Template.

Editing a Read Back Script Template

1. From the Read Back Script Template screen select a template and click ‘Edit’ as illustrated below.
2. Edit the Script Text or Script Tags as required, and click ‘Save’ to retain those changes.

Utilizing Read Back Scripts

1. Click on the ‘My Office’ icon on the toolbar.
2. Select the ‘Company Settings’ tab.
3. Click on the ‘Company Preferences’ button.
4. Click on the ‘Reservations’ button.
5. Find the settings as illustrated below and adjust them as appropriate for the company. The Read Back Script has the option of being produced on the First Save of a reservation, or All Saves of the reservation.
6. Click ‘Update Company Preferences’ to save the selection.

How a Read Back Script Appears when Making a Reservation

So for the following reservation the Smith Family is going to the airport for their summer vacation.