Notes

Communication Language and Culture
BASIC Flow:
Connect Sync Value (3 stages)
Open Ask Empathize (Connect)
Probe Offer Handle (Sync)
Summarize Thank Close (Value)
Pace, Pitch, Volume, Tone
CSAT: Customer Satisfaction
DSAT: Customer Dissatisfaction
Booking hotel through Hotel.com
Cancelation policy: Pay at the property
Fully refundable (Don't charge through the credit card) before 8A.M in the morning 9th of October.
Customer calls after 8AM so the customer has to be charged. The customer doesn't fully grab the accommodation's cancelation policy so they are asking for a refund (as they don't know why they cancel but still have to pay the money?)
Hi, I'm very angry when I make this call: Why did my credit card get charged for the stay I cancelled? I need someone who is capable of solving this issue for me now.
Okay, so I booked a stay for 4 days from 10th of October to 14th of October. Something came up and I had to cancel my stay. And I did, this morning, at 9 A.M.
Use a specific place/location
use a specific names/brand

paraphrase: Confirmation, lower AHT, rapport-building, show listening/reading

Strategy 1: synonym, antonym
Strategy 2: active- passive
Strategy 3: change order and word form.

Probing Question: Get the full question, personalize, trust-building
Open/Closed Question (based on the intent of the question, not the answer)

Use May for Permission Question
Question Tags
Permission: To be allowed
General Information To get the full story
Confirmation: To check accuracy
Open Question: 1 or 2 sentences.
Closed Question: 1 to 2 words

Do + Don't (offering options)
Be clear and transparent
Personalize
Use a positive tone
Take ownership
Don't
Give commands
Over-promise
Under-deliver
Ignore Following up
order words bring clarity.
Using Conditionals and contrasting
no "NO"
Positive Positioning
Features diff Benefits
Offering Confirmation: Empathize, Alternative Solutions, Would you like me to do that?
summarize: Overview of everything the customer said.
Ensure understanding
Show listening

Tense (in past tense)
WHAT THE ISSUE WAS. DETAILS AND SOLUTIONS. TIMELINE. FOLLOW-UP ACTIONS
Recent Hotel Booking: Delay in refunding Process/Refund Policy (credit card)
Days: 2-4 days
Discount: 10%
Reassure
Reconfirm
Close

N: NOvember
G: Golf
U:
Y:
E: Echo
N: November

T: Tango
H: Hotel
U: Uniform

P: Papa
H: Hotel
U: Uniform
O: Oscar
N: November
G: Golf

T: Tango
R: Romeo
I: India
N: November
H: Hotel

M: Mike
I: India
N: November
H: Hotel

K: Kilo
I: India
M: Mike

C: Charlie
U: Uniform
O: Oscar
N: November
G: Golf

A: Alpha
B: Bravo
C: Charlie
D: Delta
E: Echo
F: Foxtrot
G: Gold
H: Hotel
I: India
J: Juliet
K: Kilo
L: Lima
M Mike
N: November
O: Oscar
P: Papa
Q: Quebec
R: Romeo
S: Sierra
T: Tango
U: Uniform
V: Victor
W: Whiskey
X: Xray
Y: Yankee
Z: Zulu
Long: Lima Oscar November Golf
Cuong: Charlie Uniform Oscar November Golf
Bao: Bravo Alpha Oscar
Hoang: Hotel Oscar Alpha November Golf
Phuong: Papa Hotel Uniform Oscar November Golf
Tango Romeo Alpha Mike Yankee

Alpha Bravo Charlie Delta Echo Foxtrot golf hotel India Juliet kilo lima mike November Oscar Papa Quebec Romeo Sierra Tango Uniform Victor Whiskey Xray Yankee Zulu

Try to respond to customer as soon as you can
Pay attention to before and after the the policy (Refundable: maybe partially)
check the room's full amenities
booking ID (Expedia system)
Hotel confirmation ID (Use for contacting the hotel in order to contact the hotel, also ask for names, check in-check out day, maybe the phone numbers)
Sub total: Room rate without any fee
Tax + Room Total.
Merchant of record: Supplier (Hotel)
Billing History + Itinerary History + case history
check the case note.
when you call someone from American you should add +1 (search for the country code - choose for the code base on the location of the accommodation)
POS: Point of Sale (destination - choose for us automatically) - your booking is made under Expedia US or VN.

Agent must respond every message from the customer

when the booking is completed send them the confirmation email, EDUCATE them very politely. (UNDERSTANDING AND PATIENCE)
ALWAYS USE THE CONFIRMATION EMAIL.
Global New Hire (GNH) TAAP : Travel Agency affiliate agreement
let them know the real situation, empathetic statement, offer solution (from the hotel), don't promise anything unless we got the permission from the accommodation, negotiate, show them that you are doing a favor for them.
Customer Presentative
we don't mention the customer's numbers directly, we must have them actively speak these information for us. (How to deal with this: I got your information here. Once again, I would like to double check it in order not to make any mistake on your booking. Thank you)
I got all your information here already. Please wait for a moment for me to complete your booking. Can I summarize your information once again? wait for 10 secs after click reserve now, then ask if you can assist the customer until it's done. Provide the customer with the confirmation number.

Book a room (Location,
Hanna contacts you to book a room for 15016 Oct 2024 in Shinjuku, Tokyo, Japan. How would you handle the request?
(The number of guests, amenities, budget, refundable or non-refundable (specify this), specific request)
Call customer credit card, then closing.
1. Greeting: HI, this is Dee. I will just take a minute to read through the conversation and get caught up, then I'll be able to help you shortly. Thank you.
2. Verification email: For security purposes, may I have the email address attached to your account?
(Cannot get the security card detail on the chat, you must do that with the phone number provided and confirm it)
Mini recap:
Hanna: Hello, I'm Hanna. I'm looking for a room to Shinjuku Tokyo Japan from 15th - 16th of October on Expedia.
CS: Hi. Hanna. Thanks for contacting Expedia Customer Service. I'm Dee and I will be of assistance to your booking to Shinjuku Tokyo Japan from 15th-16th October. For security purposes, may I have the email address attached to your account?
Hanna: yes, okay this is......
CS: Okay, I've got this Anna. So May I have your number of people attending on the trip please?
Hanna: So I'm travelling with my bf and a cat. So find me a hotel which allows pets.
CS: Okay, so two people and a pet. Is there anything you would prefer at your place of stay, like a sauna or city view?
Hanna: A sauna would be nice.
CS: I've got you. I do believe October in Tokyo is the best time for having sauna. I've got several options listed out for you here, just need to confirm with you about the budget.
Hanna: Around 500 dollars.
CS: I see. With the mentioned budget, luckily, I have opted out a cozy room with Queen Bed including the sauna, close to the center of Shinjuku. They also provide a large garden for the cats. Do you have any special request with this accommodation so that I can assist you with?
Hanna: Is this place close to Shinjuku Station?
CS: Of course it is. It only take 15 minutes walk from the hotel.
Hanna: That sounds good. I will choose this hotel.
CS: Okay, so Hanna, you have chosen a room for two people and a cat with the budget of 500 dl, close to Shinjuku Station, also including a sauna.
Hanna: is this place refundable or non-refundable?
CS: It is under the policy that you can choose to pay at the property and you don't have to pay anything if the cancellation happens before 11:59 PM of October 14th. Or you can choose to pay in advance and that will be charged to your credit card.
Hanna: Thanks for the information, I guess.
CS: Okay, just to make thing clear, i will proceed your booking right away with all the information provided. Please wait for a sec. I need you to provide your credit card number hanna.
Hanna: Everything is good, okay. I need to take my card out.
CS: Take your time.
Hanna: So the owner's name is Hanna, last name is Lee. My number is: ...
CS: Okay, so Hanna Lee, I've got your name and your credit card number here. Now may I know the 4 last digits of your security number?
Hanna: Idk where it is.
CS: Okay, don't worry. You take a look at the back of your card and that sn is on the right, just below a barcode, next to the CSC line.
Hanna: I found it. it is 1234.
CS: Okay, thank you once again Hanna for taking your time and providing me with information. Now just want to make sure I've got everything right , can you provide me again with your credit card number?
Hanna: Sure, fine, it is..
CS: Thank you so much. So your booking for your Japan trip is now confirmed. You will receive an email from us detailing everything regard your stay. IS there anything I can assist you today?
Hanna: Nope, this is fine by me.
CS: thank you once again.

Do through chat: No of guest, amenities, budget, ref-nonref, special request
Do on the phone: Call customer, name, credit card (Confirm that we are the one that just talked on the chat, and contact for further information and confirmation)
Dear Dee,
I share with you the note I took for class on Wednesday.
Oct, 9th
One itinerary can book up to 8 rooms, maximum 28 days stay.
Handle customer fast-pacing:
Have canned response ready while the customer is typing
Chop up responded into digestible parts.
Confirm the phone customer's number right after the informing the price, the price may change in short time.
You can book on Voyager site: different UI, no pictures avail/ no ONEkey discount
The best deal is booking via phone app. But you cannot book for the customer by phone ->Deny the request.
( *^-^)ρ(*╯^╰) ( *^-^)ρ(*╯^╰)( *^-^)ρ(*╯^╰)
Guest Connect tools: tools used for CS (customer oriented)
( *^-^)ρ(*╯^╰)( *^-^)ρ(*╯^╰)( *^-^)ρ(*╯^╰)
-----To cancel a lodging booking (Read article 1888 on Runway ) on Voyager classic
. Cancel with no penalty (no fee) and refundable (no need to contact the hotel)
leave a note to the hotel to announce cancelation in tab Hotel Cancel at the footnote
We should Reformat the info in the left side note.
A.I assistant will summarize the content note (meeting minute) in voyager next
-----To change a lodging booking ( read article 1315) on Voyager classic
Scenarios: Add nights to a lodging booking—no penalty / pre-stay
Reduce nights — Outside penalty — Frontline
what is S-case? service case
Changing payment type/ date/ number of traveler = cancel and rebook
Before changing:
a) if "Change" button is available in the booking info
b) Delete Destination before update search for rebook options

Notices the rate mostly to rise in adding night bookings
Changes made by the hotel (agent reach out to the hotel to request reduce night) will not show on Voyager
Document your case is a must for pay now options
Check article 4130 for email templates
Waiving = money refund
8/10/24
Expedia Special Rate: ESR (can get coupon, loyalty)
+Pay Now: with the full amount of money right immediately after booking (to Expedia) and Expedia will refund money
Currency (website used for booking)
+Pay Later (3 types of payment)
- Pay later (pay nothing until you get to the accommodation, at check in or check out, no deposit, and is on hold) *On customer's account it is pending*
_Pay later with a deposit (based on the hotel's deposit schedule, is a part of the payment) (is different from the incidental deposit)
_Pay later (100% deposit due at booking, payment taken at the time of booking to the Hotels, and the Hotels will collect the money and refund)
3PI (third party inventory)
Always Pay Now.
3PI earns larger network but we Expedia earns commissions.
Okta: Every tool that the agent uses.
Softphone
Vnext
BSA (Brand Sites for Agent) (we cannot use Hotel.com on BSA)
All Expedia and Hotels.com points of sale accept credit or debit cards with:

A credit card logo
An expiration date
A 3-digit card identifier (CVC/CVV) usually found on the back of the card
Credit card numbering
Available funds to cover the purchase
Single Euro Payments Area (SEPA)
Mexico (MX)
remember to open Runaway whenever you want to check with the customers.
What are the credit card type?
Visa 4, Mastercard(2 or 5), American Express 3 and Discover. 6
Acknowledgement, Willingness to help (ownership), Offer Solution
A O O: Acknowledge Ownership Offer.