Notes

1> Soft skills: negotiate, problem solve , time management
2> Must have skill: empathy, emotional intelligent, stress management, proactivity, clear communication, patience, flexibility, desire to improve, coolness, persuasiveness.
3> Information : Pin,reservation, guest name
4>Booking history:- Founded 1996 Amsterdam 1998 open office in Europe
-43 languages, 28 million accomodation, 6.6 million home,apartment, 198 OFFICES 70 COUNTRY
-early website: Bookings.nl merged 2000 with booking online-> Bookings.org-> Bookings.com
-Acquired: Priceline group(booking holdings)
-Cooperate activehotels.com officially booking.com 2006
-Darren Huston CEO 2011 -Glenn Fogel 2019
-expand EU, US, CAN
5> Value chain : Stragetic partners( traffic builders), Partner Services(product purchasing& pricing), content(product packaging) , front end( creating perfect shop experience), customer service(reinforce customer service), Credit Control(Collect Money)
6> Quality Framework
Customer impact: heard& understood, valued
Business impact: Policies & procedure, others in the bussiness do best work
Compliance: interaction meet compliance requirement
7>Rate of speech
slow: word gaps, sound bored and tired, drawing syllabes
fast: slurs of stutters, repeat information, clarify statement
8>impact of volume
high: aggressive tone, giving command
low: lack confidence, being asked to repeat
Prep = Point reason example point: technique to organize thought
9>exposition: cause and effect, compare and contrast, classify, definition, narrative" tell a story , include elenment time frame,..." ,process & important info, analysis, exemplication
10> five component : self awareness, self-regulation, motivation, empathy, social skill
11> improve EI: observe react, look at work environment, self valued, deal with stressfull situation, responsibility and how your action affect other.
12>customer need: be heard-> active listening and key point , understood ,reassured-> acknowledge need and make them realize the important of the solution you are offering, clear in communication written complete and accurate, valued-> manage expectation and outcome, genuine connection, respect their time and delivery short solution in shortest time possible
13> approach argumentary strategy: Keep calm, logical reason, not argue back, explain more than once, speak slowly, accurate, refer written information
14>approach talkactive behavior strategy: friendly but focus, interupt politely, open-ended question,closed ended question, sense of urgency and importance,end with summary sentence
15>demanding behavior: be firm and fair, focus, explain what can do,compliment them and action,welcome feed back, confident
16>active listening: make confidence to customer,
positive reinforcement, rememebr,question and classification
How: pay attention, show that you're listened, feedback, judment,respond appropriately
17? open question, close question and tag question, probing question,funneling question