Notes
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1. Paraphrasing – Every agent to follow below on calls
a. After traveler request is listened, rephrase it clearly :
i. Is it a cancel/change/refund request
ii. What is traveler expectation
iii. What are you (agent) doing to or check
iv. Take acknowledgement from the traveler – “I hope I captured your request clearly”
2. Setting Expectations : Proactively set expectations with the traveler on below points :
i. What is the cancelation policy
ii. Is there any change fee apply
iii. If there any change in fare applicable
iv. Is the FTC applicable
v. Can the carrier be changed
vi. “Before we start, wanted to keep you informed on few important points”
vii. @Sarab – Please create a complete flow of messaging that agent should use
3. Closing to promote NPS : 100% of agents should use closing statements as below (@Sarab : Please add more relevant statements if you have them already available) :
i. “I hope I was able to solve your query today and we appreciate your business with Expedia [BRAND]”
ii. “Thanks for being a valuable customer for Expedia [BRAND] and for choosing us as your travel partner”
iii. “I hope I was able to serve you today and we appreciate you choosing us in your travel journey”
4. IMP reminder POWER Statements throughout the call :
i. “I will try my level best to solve it for you”
ii. “Please stay connected while I make the best attempt to find the available options for you”
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