Notes

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Complain handling (3567)
1st, to identify a complain (probing for more info): use A-O-O
Sample response: Thank you to bring this issue to our attention. I understand that how (feeling). You should receive the room as in the ad. Can you share with me what cause this (issue)/ in more detail? May I ask if you contact the hotel personnel and have they done something about this (issue)?
Net rate reveal: Cs claim the cheaper rate -> explain to the cs based on article 1970
Can't identify the root cause? consult with your supervisor.
Calling property outside working hour is acceptable to verify the cs claim and seek alternative
If cs ask for refund: negotiate with the property to suggest a refund
Compensation is NOT a refund
If property not reached? make compensation based on Article 2405. Explain to the cs that this compensation is suppose to come from the property. This is the 'good will gesture' to make the cs feel valued and keep their patron.

Compensation based on the bk value. If the cs has multiple issue, you can only offer the highest percentage once and only (don't add up the percentage)
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Oct 16th
Soft skill- de-escalation
Deliver a bad new:
1- state it clearly (brief- assertive - confident). Don't simply state this is against the policy
2 - Ack. Empathy: “I know this flight delay affects your entire schedule” or “I realize not having your refund immediately puts you in a bind.”
3-allow the cs to respond
4-manage expectations: Be transparent. Avoid assumptions.
Keep the traveler informed of any next steps or follow-up needed, but don’t overpromise! Consider other options. Are there any available? Remember, options are a powerful tool to de-escalate a traveler conversation.
Useful vocab:
Begin with a positive phrase. Leave out the “buts.” Travelers will only hear the words after the “but,” which can create negative emotions.
Instead of saying “problem,” try “situation.”

Don’t make the first thing you say “No,” “I can’t,” or “Unfortunately.” (Your message has nothing to do with fortune and the word is overused.)
Use these positive words often: “absolutely,” “definitely,” and “certainly.”

Avoid saying, “Not a problem” or “No problem.” “Thank you” and that it shows the traveler your desire to help, it actually has the opposite effect on travelers. It implies that the traveler – or what they are asking for – is a problem. Instead, say things like, “You’re welcome,” or “My pleasure,”
Refund SR and Waiver SR:
Refund SR: cs is verified to receive refund, is pending to receive.
Waiver SR: request for a side to refund, the customer is not approved to be refunded yet.
Leaving a bad review can compensate for the cs's mental. Agent can offer emotional support for cs by service.
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Issue Appreciation pts instead of BEX ( compensation type )
Expedia compensate with credits, cannot convert to money and withdraw to cs's personal bank acc.
Out-of-pocket expenses are paid back with refunds, not compensation. ( the money that the cs paid extra during stay that will go back to their personal acc)
Asking for Compensation the cs is the way to improve mood after a complain, also a chance for improve to the property. -> Ask for more than basic need to show Appreciation.
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3PI booking and service:
This type bk is service different. differ reward system
Tech issue on policy changes happens (not match info in the voyager vs the confirmation letter) -> honor the confirm letter.
Be sure to document in Voyager Case History! Include conflicting cancellation policies due to a technical error, as well as the actions the customer expects to be taken toward resolution.
Send a waiver RS for this issue.
Only reach to 3PI only for extenuation reasons (unpredicted reasons that use as excuses) from the customer. Otherwise, cancel according to the policy (with fee) .
Extenuating circumstances

The following reasons are considered extenuating circumstances:

Death of the traveler or anyone related to the traveler
Illness or hospitalization affecting the traveler or anyone related to the traveler
Court summons or jury duty of anyone on the itinerary
Military orders for any traveler
Crisis events not covered by a flex policy (weather, civil unrest) that disrupt travel

3PI booking MUST be cancelled (not active) before reaching out to 3PI partner to request a waiver. ( the penalty need to exist b4 making call to 3PI in one go)