Script:
W What is our hotel chain′s policy on canceling reservations?
M If we are notified of a cancellation at least twenty-four hours in advance of check-in time, we refund the deposit.
W That′s good news because I just talked to a customer who wants to cancel and expects to have his deposit returned.
M That should be no problem. Just call the customer back and tell him we will remove the charge from his credit card.