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Resend itinerary num (1730)
How : click resend itinerary. Ask the cs what doc they requested- ask/verify their email address and phone num.
If the address ends in @me.com, @mac.com, or @icloud.com, they may not be getting our confirmation emails. (not a real mail box)
Consult with cs (not enough room) : Your room type is on high demand and running out - offer a new type room - inform about the price change and policies
-（￣︶￣）↗ （￣︶￣）↗ （￣︶￣）↗ （￣︶￣）↗
Relocation team call (Global escalation- tier 3): Team is not belong to Expedia but onsite close with property.
Relocation a cs is not a good news to cs, we need to deliver the news with care.
Used A.D.G.O : Acknowledge - deliver bad news (i hope that you had called/booked)- give reason- offer alternatives (call the property, ask for support)
When: The booking is missing and the cs can't stay
Why: to resolve this with 3 sides (cus- hotel- rec team)
How: ask supervisor- make S-case - ask for cs to transfer the call
Notes: when call the rec team: introduce yourself (name, position)- provide airport code(SGN) - provide OKta login detail, Login ID, S-case num, iti num - tell the cs is fully verified -> pass the verification step
NOTE: Consult with your supervisor before calling Relocations if you need to clarify the reason for the call to avoid an invalid contact (CONFIRM to proceed with the rec team call)- leave a S-case (itinerary lv)
Call the cs to verify them, inform they will be transfer to the rec team and ask to proceed.
Talking points:
The team we are transferring you to is specialized in this type of situation and will be able to provide you with the best possible help. They will connect with both you and the hotel partner to seek the best possible solution.
I will fully explain them on your case on your behalf. May I have.... (to put them on hold)
Warm transfer vs cold transfer: Warm- inform fully to the cs and the rec team, have the timeframe estimated state
----
Scenario: The property see no booking but with rooms available and denied cs check-in
1) resend the noti to hotel
2) ask cs to try again with the hotel about confirm ID
3) contact cs to connect with rec team
4)ask permission to put cs on hold
5) contact rec team
6) get back to cs to inform about the rec
7) get rec to unhold
8) transfer
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