Notes

QUALITY ADVISOR PAYCHECK?

Ownership - Act as if the situation is your own.
Positive language is to

Real power does not come from anger, but from truth.

Use your name when answering the call - Hi, my name is John.
Ask relevant questions -
Focus on what you can do - What I can do
Tell the customer how are going to follow up -
Whenever possible attempt to find a resolution -

02871099750
Your job is a CUSTOMER-REPRESENTATIVE.
Travel protection is like motorbike protection.
~MESSAGE & INBOUND FLOW~

Greet: Hello! Thank you for contacting Expedia.com. I'm {agent's name}, may I know who am I speaking with and your itinerary number, please?
Confirm booking (conf): {Resa's information}. Is this your booking?
How: Thank you for your confirmation. How can I help you today?
Confirm request: I will help you change your booking to {G's req}, while all the other room's amenities and characteristics will remain, is that okay?

{Empathy, give solution or decline and give alternative solution.}
Exp: I'm sorry to hear that.

{If G accepts alt solution but need P's approval}
Thank you for letting me know your opinion. I will contact the hotel right now and ask for their approval to proceed.
Hotel informed that {H's opinion}.
**
wait: Please allow me to have 3-5 minutes to check, I will get right back to you.
warn: Hi, just checking, I haven't heard from you in 1 minute. Our chat will disconnect in 1 minute if you don't respond. If you are in the middle of something, feel free to chat us again at your free time.
addit: Thank you for your patience. I'm currently working with the hotel for the approval. While this normally takes about 7 mins, let me know if there is anything else I can help you with.
_______________________________________________
You gotta mean it when saying it.
-------------------------------
P's call flow:
Hi! My name is _____, calling from Expedia regarding a request from our mutual G. Would it be okay if I provide you the booking ID so we can look into it together?
Thank you! The booking ID is ________, guest's name ________, check-in on ________. Regarding this booking, the guest {G's situation} so {G's req}.
[If there is penalties incures]
I understand that the guest informed us after the cancellation/modification policy took place, it just that this situation is also come to them as a supprise. Is there any way we can assist them with this scenario?
[If no penalties]
Please let me know if we can assist them with this req.

ESR- Expedia Special Request
ConversationID _ list
1 d393f597-e433-4967-a7f5-3e89801538c5
2 d24526f9-d719-4d96-bb2d-2be07844d7a8
3 d08757ba-f3a5-4701-80ae-781fac5d6651
4 c67bbf37-86d7-41c1-a7bb-323597708fbe
5 bd5c711e-623b-4e08-a191-e83d2bef0d7e
6 b5f02836-81fc-4c02-9266-947ad624b448
7 aeb84939-2c59-4d37-b1ec-8bb562388e23
8 ab01d421-646f-4949-83f0-2735a955f5f7
9 9a034abb-1732-4c5a-99a8-04f2aff24f43
10 995f62a3-1a3f-43fd-9acc-2531547d4c49
11 92ab3cf0-68ea-4081-b751-39d4536c5f4a
12 9173d165-d5ce-4fc7-ba4e-d9eb4740e852
13 8a956c3e-a27b-498b-b6c1-9505791aff32
14 863a713b-aca8-4683-b6fa-18ee0f3c73d4
15 6f7025f9-9ea8-4f98-81fb-3f993db71129
16 6996b0d8-33b1-436a-9a82-40ef0534df1a
17 64536bbe-85cc-4780-b4f8-dbf1cb8f0ef8
18 64089dd1-8331-4ee6-80ce-fdffe6263ba9
19 5f0e18c6-bd08-4ba4-ae91-d164e94eec0d
20 53398821-08e0-4c36-9f06-d6c00e7ff13d
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25 27b92855-4e4b-4265-b95e-057a9874ae93
26 266af147-4014-447a-9ac2-300dfb705606
27 1420f8c4-83f5-4c4a-8a57-6bb2bd925868
28 0ec082ef-587f-4bd9-a0fe-0c037c853e52
29 08b64379-05a6-464b-a5ad-84aca894e647
30 07c08b43-97ba-4e5d-94f3-8d6574f91e53

*Relocation note(3187)
Document the call and share the S-case ID
Request type: Relocation
Intent: Example scenario
Reason: Relocation due to:
Notes:
For non-English travelers: Language they speak
Issue/concern
Actions you took
Reason the property can't accommodate the traveler including the property name, booking ID and what the traveler was told
Briefly describe the issue/concern to the RS agent including the Traveler's booking ID, your S-case number, agent ID and Site

72054235865592
72054225279501
72054071192588


72794508517286

72786455007890

72794484630402 took

72795240616033

72792535226464

Debora Hk
Pay Later - Aprl 1
900 USD
---------------------------------------
S-12345
hanhduyen.nguyen
Agent inform G that their booking is fully refundable while the booking had been inside penalty for 3 months
239.06 USD
S-12346

Assist - not help
To G: Listen - Understand - Acknowledge - Advise - (Assist) - Educate
To P:
Verification information: Itinerary + email/accnt ID/phone (if not then 4 last digits of cc card)

Head - Heart
Because I (would) love ____, I have to ______.

Reason to cxl?

Failure to fill out Track manual refund form is an agent error.
Breakage: lets us know not to pay vendor if they agree not to be paid after we've refunded the customer.

Present Behaviors - need
Absent Behaviors - no need
Greet 4-6s/10s for chat/auto fail if greet after 1 min (say name, greet and offer assistance)
Identify if an account was verified -
Name + email address
Name and location of P + date of travel
Who am I chatting with?
I will do my best to assist you
Just in case he hotel ask, may I know the reason for cxl?
Did you prev discuss your request with the hotel? may I know the name of the person you spoke to?
Let me contact the property to ask them to waive the penalty for you. But first let me check the availability for you. (Explain the plan of action - sooner might be better) If G agrees, I will contact the P. OR look for another solution.
Fill the silence gap - avoid
Ask many questions as you need to locate the root cause.
Understanding - Questions - Options to get the G's true need.
If placing the call on hold 3-5 mins was informed, contact P immediate after the hold started.
Don't merge the calls - Inform the G of each and every steps you are taking
(?) Mute is prohibited
De-escalation
When in work, put your attention on the resolution
You can put G on hold as many time as you want, but less is better.
For future preferences, you can feel free to change the reservation online.
Rules must be stated very clearly - even if the changing is still the same.
Take it personal, then find a way to return it to the G.
Building rapport is a 2 edges knife - Do you have any concern related to that scenario that I might help. Going there might take a lot of time, wasting not necessarily for me to proceed with your case.

Which is your direction?

Final hub: 4348

Cancel lodging: https://notes.io/wfkap
Change lodging: https://notes.io/wfkad
Cancel, change, or refund a Lodging booking due to extenuating circumstances—US POS: https://notes.io/wfkkK
Choose reason codes for Lodging: https://notes.io/wfk3h
How to handle lodging complaints: https://notes.io/wfk3v
Cancel, change or refund lodging - Flex policy: https://notes.io/wfk31
Compensation | Lodging Complaints - Global - 41156 : https://notes.io/wfk3C
Compensation | Lodging complaints - Global 41157: https://notes.io/wfk4z
Validate and process a Lodging Price Guarantee claim: https://notes.io/wfk3H
Lodging cancel waiver skill: https://notes.io/wfk3D
Lodging complaint transfers to Relocations: https://notes.io/wfk3Q
Email templates for Frontline Lodging: https://notes.io/wfk4c