Notes

zimbra.concentrix.com (webmail)
ramcoasean.concentrix.com (payment)
[email protected]
RTEBeznr0882&%)#
Dont have infor due at property
Pay later = hotel
Pay now = by company

Soft skill
Time - management
Communication
Agree with custuomer = don't argue
Late for 3 hours only
Handle customer emotion first
1. Agree
2. Confirm situatuion
3. Offer the comlaint and ...
=> let me help you
____________________________
CALL FLOW
1. greeting => Listening => Resolution => Closing
2. verification (phone/mail)
3. Call back number
4. Mini recap
5. Discovery question (Probing)
6. Assure help (offer willingness to help)
7. Give solution
8. Disclosure (Best)
9.Recap (Before taking action)
10. Offer further assistances (
11. SeLf service

CHAT ETIQUETTE
1. Greeting
2. Acknowledge (Concerns)
3. Probing (details)
4. Provide resolution
5. Recap resolution
6. Offer further assisstant
7. Self service
8.

Hi Mr.Ron! Thanks for reaching out. I’d be happy to help you with your replacement request. Could you please provide me with your order number and a brief description of the item you need replaced? Once I have that information, I can assist you further!"
"Hi there! I can definitely help you with that. Could you please provide me with your order number? I’ll check the status of your refund right away and see what’s causing the delay. Thank you for your patience!"

Thank you so much for calling my name is Anh from expidei, how may i help you today
= use the customer first to rephrase
* Customer types
1. Confused
- Struggle to make decision
=> Be patient and understanding, paraphrase and check in to see if she's able to follow, give option (max 3)
2. Know it all
- Know everything and highly critical, might be in a rush, critical
=> Appreciate and acknowledge, be sure of the information provide, display urgency, if required
3. Demanding Drake
- Might yell, might ask for a supervisor
=> Remain calm, provide a service NO
4. Talkative
- Chats a lot, tends to take over the call
=> be patient, acknowledge, chime in and talk
5. flirtatious
- Be assertive, use the given script
"This is a professional and recorded call, employee details are strictly private and confidential. How may i help.."
6. Racist
- Wants to talk to a native speaker offensive
=> Dont take things personally. Use the given script
" This is a global and diverse organization. All of us are equally trained and competent to be able to assist you, How may i//"
" You may disconnect and cal us back, hpwe
7. Irate
Extremely irritated
=> Let her vent, do not interupt and provide verbal nods, make notes
8. Abusive
Abuses you or the organization
=> Calm, use the given script
" This is a professional and reorded call, Please do not use the profanity on the call, On repeated usage of profanity, i'm going to have to disconnect the call"
KPIs
1. NPS: net promoting score
=> Promoter: Happy >< Unhappy Detractor
2. AHT: Average handling time

--------------------------------
1. Passive and active lisenting
2. Communication
FLOW
- Permission: To be allowed
- General information: To get the full story
- Confirmation: To check accuracy
* Polite question: May i ....?
- Open question: 1 or 2 sentences
- Closed questions: 1 or 2 words
Open ( First impression) - ask ( offer- willingness) - empathize(to connect/personalized) - probe (know the real situation, under underlying question, trust-building - OPen -close questions)- offer (option, Do's: Be clear and transparent, personalize, use a positive tone and take ownership;, and Don't: give commands, over-promise, under-deliver, ignore following up) - handle (objection, disagreement: Empathize, alternative solutions, confirmation(closed question))- summarize (for confirmation) - thank - close
* TIME _ MONEY _ EFFORT
Addition
_ Active listening: =>
- Details reading
- Pace - Volumn and pitch
Providing the best options
Show care and consideration
Show authentic empathy
Minimizes the need to ask to repeat
_________________________________
- Greeting, customer name, company name, agent name
* EMPHATHIZE
Empathize, alternative solutions, confirmation(closed question)
=> Deliver personalized
* Matching Intensity
Sorry
That's (negative adjective)
I'm sorry to hear that
i'm sorry that happend
I apologize for that/inconvenience/that happend to you

* Confirmation

1. You can't find the
2. Your flight was cancel, and you need help with reschedule?


* SUMMERIZE
- Provide and overview
- Ensure understanding
- Show listening
=> Focus on tense (past)
* THANK
- Gratitude
- Value
- Future interaction
=> I appriciate
* CLOSE
- Promote future interaction
- End on a good note
- Increase satisfaction
=> End a call
-Reassure
- Reconfirm
- Close => share that try everthing to help them
____________________________________________________________________________________
II. PRODUCT
* Voyager
After and before cancellation
Hotel confirmation id
Merchant of record: Who will charge the customer
TPID
* Histories
- Billing history
- Itinerary history: day
- Case history
=> remember to check all the history, reply all the question from the customer
BSA: Brand site for agents
Expedia.com => booking for customer
Rules and restrictions
=> Confirmation email
CAR RENTAL
Car rental terms and policies
=> Dont speak the information out loud
____________
1 Number of guest
2. Amennities
3. Budget
4. Refund or nonrefun...
5. Other
=> Call the customer for credit card retails
✅Greeting:

Hi, this is Anh. Please give me a minute to read through the conversation and get caught up, then I'll be able to help you quickly. Thank you!
- Thanking: Hi thank you for reaching ex cust, how
- contact: name, phone number, may I have the email address attached to your account?
- people
- Budget
- Special request
- Confirmation
- credit card number Just to confirm, can you share the last four digits of your credit card ?
- Confirmation mail
Is it regarding your stay at Shinjuku, Tokyo, Janpan
Sure thing! Allow me few minutes please.
Absolutely, I will check the booking details for you. Allow me 3-5 minutes and I will be back shortly. Please keep the chat window open while waiting so I don't lose you.

I do apologize for the delay. I really appreciate your patience.
Name


--------------------------------------------------------------

✅Verification:

Could you assist me with your itinerary number?
Just to confirm, can you share the last four digits of your credit card ?

For security purposes, may I have the email address attached to your account?

Can I have your name please ?

--------------------------------------------------------------

✅ Recap & Discovery questions
Is it regarding your round trip to ...
Is it regarding your stay at Shinjuku pince hotel
Is it regarding your flight to Haneda airport
Is it regarding your car

How can I assist on that one ?
What is the change that you are looking to do ?
Are you looking to change for all passengers?
May I have the itinerary number of the cancelled flight that resulted in credit?

------------------------

✅ When you don't understand the customer:

I’m sorry, we’re chatting using machine translation and I’m having trouble understanding you. Can you try rephrasing your last message?


--------------------------------------------------------------

✅ Assurance:

I will do my best to help you with this. Allow me few minutes.
Sure thing! Allow me few minutes please.
I am so sorry to hear about that. Sure thing I will do everything I can to assist you with your request.


--------------------------------------------------------------


✅Placing the customer on hold:

Absolutely, I will check the booking details for you. Allow me 3-5 minutes and I will be back shortly. Please keep the chat window open while waiting so I don't lose you.


Kindly do not close the chat window or the chat might get disconnected.
Please keep the chat window open while waiting so I don't lose you.
I am so sorry for the wait. I am still working on your booking.
I do apologize for the delay. Please bear with me.
Thanks for your patience. I wanted to let you know we're still checking on the issue. Please stay connected on the chat and I'll keep you updated.



--------------------------------------------------------------

✅Getting back after the hold

Thank you for your patience, I am so sorry to keep you waiting.
I do apologize for the delay. I really appreciate your patience.


--------------------------------------------------------------

✅Most used non-lodging templates:

- Schedule change:

Are you inquiring about the schedule change on that flight?
Are you looking for alternative or you want to check the eligibility for refund?
In order to figure out if you are eligible for refund or not , we will have to contact the airlines as this flight was booked in a system we don't have access on, Allow me 3-5 minutes to reach the airlines and Please keep the chat window open while waiting so I don't lose you.
-------------------

- Exchange & Cancelation:

In case of cancelation, Ticket is non refundable but changes are permitted with penalty USD 50.00
Changes are permitted with penalty USD 150.00, along with any fare difference if applicable

Good news! Your reservation allows us to cancel for a full credit. You can use this credit for a future flight with [AIRLINE] with the same passengers and country of origin by [TRAVEL BY DATE]. When you're ready to use your flight credit, [AIRLINE] will charge a [AMOUNT] change fee and any fare difference per ticket. I’ll email you the full terms and conditions. Contact us with your itinerary number when you're ready to use it. Please note that once we cancel, this is final and can't be reversed. Should I cancel?

Great news! If we cancel right now, you'll get a full refund of [AMOUNT]. Since for this type of ticket, the airline charges you directly, any charges from them should be refunded within 7-10 business days . Would you like me to go ahead and cancel?

The itinerary is canceled, A confirmation email will be sent shortly. Could you check the email and let me know if you have any questions?

--------------

- Legal Disclosure:

Ticket will be issued within 6-24 hours with the same policy as original. A confirmation email has been sent, It might take a while to reflect on your account but the change reflect immediately on the airline website if you accessed their website entered your name and this confirmation. For any seats or baggage inquiries please refer to the airlines directly. Could you check the email and let me know if you have any questions?

Now to recap, we booked this flight UA5695 28SEP MFRSFO 6:00A 7:24A ---- UA1513 28SEP SFOSNA 10:55A 12:32P with price difference XXX. Airline confirmation is XXXX. Is there anything further I can assist you with?

----------------------------

- Insurance:

You can contact AIG to check the Policy number: xxxxxx and their number is xxxxxxxxx. They handle protection directly with the customers, They will validate and see if this will be covered or not. Nothing guaranteed from our end it totally depends on their validation to the case and reason to cancel.
They will also ask for certain documents such as proof of cancelation which will be the cancelation confirmation email and reason of canceling.

Generali Contact Details - US ONLY
For policy questions use one of the numbers below:
800.551.9242 or 858.836.9670
Email: [email protected]
Claims https://expedia-us.eclaims.csaclaims.com

----------------------------

- Other requests:

The flight special service request has been added, Keep in mind it totally depends on the airline availability and not guaranteed from our end, you can call them to double check as well.

On the airline website, when you access the airline website https://www.aa.com/reservation/view/find-your-reservation, enter the last name and this confirmation UVWGLC ,then select choose seats. It will take you to the map to select the seats

Seats, baggage and check in inquiries are handled by the airline directly you can call them directly at 1-800-433-7300 or check the airline website, when you access the airline website https://www.aa.com/reservation/view/find-your-reservation, enter the last name and this confirmation UVWGLC

Regarding the carry on or any further inquiries regarding baggage, seats, flight special service request and online check in you can call the airlines directly or check their website.

--------------------------------------------------------------

✅LCC:

I can see that it's booked with Frontier Airlines, this airline wants to work with you directly for anything related to their bookings. Please reach out to them on https://www.flyfrontier.com/customer-support/ and provide this confirmation:
This is a low cost carrier. Low cost carries don't grant access to their bookings to us, so they need you to call them to do anything related to their bookings.

--------------------------------------------------------------


✅SR:

We cannot get in touch with the airlines/the hotel, So I will submit a request to the back office and they will get in touch with our vendor then they will email you within 3 business days maximum.
I have submitted the receipt request to our back office, They will sent it to you via email in 3-5 business days.

--------------------------------------------------------------

✅Update email and reset password:

- If you want to correct the email, here are the steps

Sign in to your account online.
Click on your name and select Account.
Open the Email and Password section.
Fill in the email address in the form and click Save.

The email address can only be changed if there are no future or active itineraries in the account. So you can do these steps when you complete your trip.

---------------------------

- To reset or assign a password to the account:

On the home page, click Account.
Select Sign in.
Enter the same email address associated with the previous booking.
Click Forgot your password.
Click Reset My Password. An email will be sent to you with instructions to reset or assign a password.

--------------------------------------------------------------

✅ When you need to talk to the customer

I need to talk to you on the phone to get the card details, but I don’t speak your preferred language. We have been using machine translation during this conversation. Are you comfortable speaking in English?

If yes: Thank you, I am calling now.
If no: OK. Can you please call this regional support number so you can speak to an agent in your preferred language? XX-XXX-XXXX. They are available [provide the hours they are open].

--------------------------------------------------------------

✅ Promoting self service :

Just a reminder! If you later on decide to confirm, change or cancel any booking in the future you can do that on your end through the app or website.
Log into your account, click on my trips or the baggage icon, click on the itinerary then scroll down until you find cancel or change this reservation.

Whenever you're ready to use your credit, please follow the following steps:
1. Make sure to log in to your account
2. Click your account
3. Select Coupon and Credit
4. Select the preferred credit
5. Choose your new flight
6. Check out your flight.

✅Closure:

You're always most welcome! Is there anything further I can assist you with?
Are there any future reservations or anything else I can help you with today?
Thank you so much for chatting with us, have a great day.


Are we still connected ?
Hi, just checking in, I haven't heard from you in 2 minutes. Just so you know, our chat will disconnect in 1 minute if you don't respond. You can always chat us again if you need more support.
I'm sorry, since I'm not receiving any response, I will end this chat. If you need support, please feel free to chat with us again — take care.
_____________________________
* ESR: Expidea special rate
Payment
- Pay later
- Pay later with deposit (Based on the hotel's deposit schedule)
- Pay later. 100% deposit due at booking ( Payment taken at the time of booking)