Notes

login 19.01
*6*
*7*
241165127
*8*
phoneix arizona scotsdale plaza
*9*
MARY
14073722382
*10*
CHRIS
13903162380
*11*
KENDALL
13899661380
BESTWESTERN KENT WASHINGTON
2533801367
GINA
496433
*12*
977566896
MELVIN
*13*
HOMEWOOD SUITES
*14*
TRAVIS MITCHELL
HOTEL DUVALL
*15*
ROBERT CARES
13792900381
*16*
243614010
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PAUL/ JOAN
239986573
*18*
81209027
HOMEWOOD SUITES NEW ORLEANS
*19*
BLUE COAST INN BURKINHS OREGON






►Nature of the Problem: CSTMR WANTS TO CANCEL FOR A FULL REFUND, NON REFUNDABLE RESERVATION
►The clients desired resolution: FULL REFUND
►Did you call the hotel: What was the outcome: N/A
►Did you call AAS: What was the outcome: N/A
►What else did you do to resolve the situation: GAVE HOTEL NUMBER, EXPLAINED THAT THE MANAGER AT THE HOTEL CAN APPROVE A REFUND AND TO CALL BACK WITH A CONTACT NAME
►What was the final outcome of the call: CSMTR WANTS TO CALL THE HOTEL AND TRY TO GET A REFUND
►Resolved or Escalate: CSTMR WILL CALL BACK

81209027






8004994833 expedia=AAS
8003194834 expedia inside us
8777877186
4047288787 expedia outside us
8002592091 price line
8888373797
8888503958 booking
8005856064 get a room"R" reservation numbers
8886986339
8003239942 orbitz

8774246423 choiceHotels
8552572853 travelocity

8554750010 headquarters
PLN
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►Nature of the Problem:
►The clients desired resolution:
►Did you call the hotel: What was the outcome:
►Did you call AAS: What was the outcome:
►What else did you do to resolve the situation:
►What was the final outcome of the call:
►Resolved or Escalate:
**********
►Nature of the Problem: CHANGE OF PLANS, CANCEL RESERVATION, FULL REFUND.
►The clients desired resolution: SAME ↑
►Did you call the hotel: What was the outcome: N/A
►Did you call AAS: What was the outcome: N/A
►What else did you do to resolve the situation: CONFIRMED EMAIL, EXPLAINED CANCELLATION POLICY, AND TIME FOR CC REFUND.
►What was the final outcome of the call: CANCELLED&FULLY REFUNDED.
►Resolved or Escalate: RESOLVED.
**********
►Nature of the Problem: RECEIPT EMAIL.
►The clients desired resolution: NO CHARGE TO CC.
►Did you call the hotel: What was the outcome: N/A
►Did you call AAS: What was the outcome: N/A
►What else did you do to resolve the situation: EXPLAINED EMAIL IS A REMINDER, OF THE AMOUNT FOR THE RESERVATION.
►What was the final outcome of the call: CSTMR UNDERSTOOD EMAIL IS NOT A CC CHARGE, JUST A REMINDER.
►Resolved or Escalate: RESOLVED.






**********
FINISHING THE SHIFT ON JAN-04-2016 7PM-1AM (CST) ON HALF THE CALLS (50% YES-50% NO):
►NO POP UPS ,
►NO STOP RECORDING,

WITH THE FOLLOWING IMMEDIATE NEGATIVE CONSEQUENCES:
►NO CALLER ID WITH THE CLIENT'S ITINERARY NUMBER, CANNOT SEARCH FOR A RESERVATION USING THE CLIENTS PHONE NUMBER AT THE START OF THE CALL= SLOW SERVICE, COSTUMER MIGHT GIVE THE WRONG PHONE NUMBER.
►NO STOP RECORDING AND DERIVED UNSAFE HANDLING&DISPERSAL OF THE COSTUMER'S CREDIT CARD INFORMATION THROUGH DIFFERENT DEPARTMENTS = POSSIBILITY OF FRAUD EXPANDS.
►NO ACCES TO DISCOUNTS (AAA, ETC.) WHEN CLIENTS REQUEST THEM = A DROP IN SALES, OR EVEN NO SALES AT ALL WITH COSTUMERS THAT ASK FOR DISCOUNTS.
►NO ACCES TO PAY LATER&AT THE HOTEL RATES. = ALMOST NO SALES FOR RESERVATIONS INTENDED FOR MORE THAN 1 MONTH AWAY.
►NO SHADOW POP UP WITH THE HOTEL'S INFORMATION. = SLOW SERVICE AND LESS SALES.
►NO ACCES TO AVAILABILITY FOR HOLIDAY INN, CROWN PLAZA, INTERCONTINENTAL, STAYBRIDGE AND CANDLEWOOD HOTELS (INTERCONTINENTAL HOTELS GROUP).= NO SALES FOR HOLIDAY INN HOTELS.

PLEASE FIX THIS, OTHERWISE THE MAIN FOCUS OF 'THE LOG IN TIME' CHANGES TOWARDS REPORTING SYSTEM ISSUES SO THAT WE WON'T BE UNFAIRLY BLAMED FOR THEM OR EVEN WORSE, PENALIZED-MONETARILY. INSTEAD OF ITS REAL PURPOSE OF COSTUMER SERVICE AND SALES.



***********
BOUNCED CALLS REPORT, FINISHING THE SHIFT ON *JAN-04-2016* 7PM-1AM (CST):

//19.54//
//19.54//
//19.56//
//19.58//
//19.59//
//19.59//
//20.54//
//20.54//

THIS BOUNCED CALLS REPORT IS NON LIMITATIVE TO THE SPECIFIC TIMES LISTED HERE BUT OPEN TO OTHER BOUNDED CALLS THAT THE SYSTEM DOES NOT SHOW ON MY SCREEN (AS CONFIRMED BY MY COWORKERS AND SUPERVISORS WHOM HAVE THE SAME LIMITATIONS WITH YOUR COMPUTER SYSTEM). AS WELL AS BOUNCED CALLS WE ARE UNABLE TO REPORT DUE TO HIGH CALL VOLUME RECEIVING BACK TO BACK CALLS, PLEASE BEAR IN MIND THAT THIS IS A BEST-EFFORT SCENARIO AND THIS REPORT IS AN ESTIMATE WHICH CAN SWING UPWARD OR DOWNWARD IN ITS VARIANCE OF ERRORS.

ALSO THERE HAS BEEN AN INCREASING NUMBER OF CALLS WITH:

//NO AUDIO //

//VERY LOW VOLUME (I HAVE THE VOLUME SETTING AT MAXIMUM ALL THE TIME) HARD OR IMPOSSIBLE TO UNDERSTAND THE COSTUMER//

//ADVERTISING CALLS WITH SOME SORT OF POLITICAL RECORDING,//

//CALLS THAT CUT OFF FOR NO REASON AFTER RINGING FOR HALF A SECOND AND CHANGE THE STATUS TO UNAVAILABLE.//

//NO AUDIO IN THE MIDDLE OF A CALL, OR CALL DISCONECTING BY ITSELF//

//CHANGES TO UNAVAILABLE WITHOUT ANY CALL RINGIN//

PLEASE FIX THIS, OTHERWISE THE MAIN FOCUS OF 'THE LOG IN TIME' CHANGES TOWARDS REPORTING SYSTEM ISSUES SO THAT WE WON'T BE UNFAIRLY BLAMED FOR THEM OR EVEN WORSE, PENALIZED-MONETARILY. INSTEAD OF ITS REAL PURPOSE OF COSTUMER SERVICE AND SALES.