Notes

A: Hi! Thank you for contacting Customer Service line. My name is John. For me to better assist you, may I know your name please?
A: Hi ____, it's nice to meet you. I wonder how can I assist you today?
A: [rephrasing], am I right?
A: I'm so sorry to hear that. Right now, let me have a quick check on your booking to see what I can do for you. May I have your itinerary number and your email address/phone number so I can have an access to it.
A: Thank you, please give me some time so I can upload your booking to my system, then I will work on it right away.
A: Allow me to confirm if your booking is the one from [check-in] to [check-out], at [Hotel].
A: Thank you, [guest] for your confirmation.
A: Let me see, your request is [request], (but your booking is [_________]). Seems like to proceed your request, I will have to [action]. Do you mind waiting on the line for about 5-7 mins, I will contact the hotel to [action needed from hotel].
A: Thank you. In case the line was disconnected, which phone number should I use to reach you back. [Confirm phone number]
A: Thank you for your patience, [guest]. I am back from the call with the hotel. Regarding your request, the hotel [hotel's opinion].
A:
+ May I process your request now?
- I understand that this is not the outcome we had expected. If you want to, I can still process your [request], but [__________].
Please take your time to consider, and let me know as soon as possible. I'll wait on the line.

A: Is there anything else I can assist you with?
A: Thank you for spending your time on this call with me. Remember, you can also process your request [self serv], there will be a couple of simple options for you to take. If you still have any concern by then, feel free to reach us back.

A: Have a wonderful day/trip at [hotel].
In case guest's request is pending/not resolved: I wish you will soon receive a response from the hotel/empathy.
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1. Change a lodging booking / 000001315
- Trip status (Pre / In / Post-stay)
- Check policy > identify if calling Hotel is needed or not
+ Green-Green (outside-refundable)
+ Red-Green (inside-refundable)
+ Red-Red (non-refundable)
- Availability: yes / no
* 02 fees: penalty fee (flexible) and price different (mandatory)
* 03 types of date change:
- Date change (check-in/ check-out / both): 05May-06May > 10May-12May
- Reduce night:
+ reduce check-in: 05May-10May > 06May-10May
+ reduce check-out: 05May-10May > 05May-09May
- Add night:
+ add check-in: 05May-10May > 03May-10May
+ add check-out: 05May-10May > 05May-12May
** Just change check-in or check-out and remain other one > add/reduce | if both changes > date change
* Changes permitted (date / room type / number of guests)
2. Hard change and Soft change
- Core details effect the price: room type, date, number of guests > hard changes (create transaction) reflect on system
- Special requests: Early check-in/Late check-out/ Roll bed/ Connecting room > soft changes (no transaction created) no reflect on system. Agent will add special request (not guarantee), give Hotel's contact to G and ask G to contact Hotel to confirm before doing check-in
3. Send emails in Voyager Next / 000002535
4. QA session
- Do not let the G open call first
- Should not open with "how can I help" > Thank you for calling customer service, may I know if your request related to an existing booking
- "May I have itinerary number please, it usually starts with 7/9"
- Thank you, may I have your email address/phone
- After verification, confirm booking "may I know how can I help you today"
- After request of guest, paraphrase issue
- "No worries, I'm here to help/ I'm checking it for you"
- To put on hold, ask for callback number
- "Thank you for patiently waiting. Upon checking, ... "| "For your information, ... I hope this information will be helpful to you" (general infor) | Good news: "Would there be anything else I can do to make your day a little bit more beautiful"
- Again. This is ***. I hope my assistance met your expectation today
5. General information
- Guest account > G made booking without sign in | offer cancel + rebook as policy if G want to get rewards
- "There is availability on system, paid amount is *** and new amount is ***, this change results in a difference fee is ***"
- Collect payment details: type in notepad first, then input on system in case the web refreshs
- Recap to confirm (hotel's name, old > new dates, fee, confirmation email will be sent)
- Inform price in full exact amount
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CANCEL
OUTSIDE PENALTY
Upon checking your booking, I can see that it's a free cancellation. I can cancel it for you now and you’ll get your refund within 7-10 business days. Shall I proceed with it for you?
Step:
CLICK CANCEL - CST CONFIRM - S CASE - COMMIT CANCEL - RECAP - OFFER CST - CONFIRM
INSIDE PENALTY
Step:
CHECK POLICY - OPEN ARTICLE - CALL HOTEL (SOFTPHONE) - SCASE - CLICK CANCEL - CONTINUE - CST CONFIRM - COMMIT CANCELLATION
Call Hotel:
NON-REFUNDABLE
Hello my name ís Min from The Expedia Website. I’m calling on behalf of our mutual customer. Can I provide the hotel confirmation ID so you can check on the system?
Can you please confirm booking details because I want to make sure we are working on the same booking?
If specific approver needed: I would like to talk with Mr. ABC for a waiver request. Am I talking with the right department please?
Negotiation
The customer got into a very hard situation and they had to cancel their trip. This customer is our long term customer and they travel a lot. The customer is asking if you can make an exception and waive the cancellation fee.
I understand this is non-refundable but could you please consider if you could make an exception since the customer is in a very hard situation?
Or
The customer can not stay at your hotel so they won’t use any of your service. I know this is the point of view from the customer so if you could partially refund the customer, I would appreciate your great understanding.
If you need to contact your manager, I’m willing to wait for you. Please help the customer to ask for an exception.
INSIDE PENALTY
Hello my name ís Min from The Expedia Website. I’m calling on behalf of our mutual customer. Can I provide the hotel confirmation ID so you can check on the system?
Can you please confirm booking details because I want to make sure we are working on the same booking?
Negotiation
The customer got into a very hard situation and they had to cancel their trip. This customer is our long term customer and they travel a lot. The customer is asking if you can make an exception and waive the cancellation fee.
I can see that this is a refundable booking but customers contact us after the free cancellation period. However, I think there is still enough time for you to cancel this booking and resell it. If you can approve this cancellation, we could waive the commission.
If Hotel agrees to the the request:
Thank you so much for your great understanding. May I know your name and your position so I could leave a note to match with your note. Could you please do me a favor to leave a clear note in the booking to prevent any misunderstanding?
To avoid any mistake, we agreed to cancel the booking at your hotel on date…total amount to refund the customer is ….
I really appreciate your time on this request. You have had the choice not to help me but you did me a favor. Let me get back to the customer for this great news and I’m sure they’ll remember you once they have a chance to travel again.
If Hotel don’t accept the refund:
I understand the policy is non-refundable and the customer contacts you too late for you to resell the room. Let me get back to the customer and explain to them the situation. I hope that the customer can understand. Thank you so much again for your time and your effort.
Get back to the customer:
Get back to customer:
Thank you so much for your patience. I’ve finished talking with the hotel.
We discussed the policy and I finally can get approval to cancel this booking for free for you but this is a one time exception from the hotel only. Normally with a non-refundable policy, the hotel can not approve the refund. Anywayyyyy, I’m happy that I finally got a refund for you.
So right now, I’ll help you cancel the booking at the date…the total amount will be refunded to you within 7-10 days.
OR
Thank you so much for your patience. I’m back from the hotel.
I had a discussion with the Frontdesk at the Hotel…The Frontdesk said they can not agree with the refund request because the customer booked a non-refundable room. I explain to them that your situation is really urgent and you have no way but to cancel the booking.
CHANGE
OUTSIDE PENALTY
For your information, we never charge any fee for changing or cancelling but the hotel may charge you based on the policy of the booking. I’ve checked your booking’s policy and I’m happy that your booking has a free penalty. It means I can change it for you immediately without any penalties but you may need to pay for the price difference or get a refund if the price is lower. Can I have 3-5 minutes to check the availability for you please?
Thank you so much for your patience. I’ve checked the live inventory from the hotel and it shows there is a price difference at {amount in currency}. Shall I continue to change it for you?
I’ll need to call you to collect your phone number to collect the credit card information. I’m so sorry that I can not let you provide the credit card here to protect your sensitive information. Can i call you now?
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1. Softphone: Hold and mute
- Mute: G cannot hear our voice
- Hold: show "on hold", max is 05min, must update for every 03-05mins (Please bear with me another 02-03mins, I'm trying to...)
- Agent cannot use "mute" (just mute for 01 - 02sec, ex: avoid noise background), just use "hold" ( hold etiquette: tell the reason and the time and permission and thanks + reassure to put on hold)
- Get back after hold: thank you for your patience / if no response: are you still on the line?
2. Confirm request: Paraphrase the Guest's request
3. Documentation
- Document case while holing
- Service booking has 02 levels: account (click to check information regarding account) vs itinerary
- Click "New case" when: Guest provides specific code
- Click "New S case" when: general case - account (make new booking, call tier3 - leave new s-case, relocation team)
- Only end call when process completed + case noted
- Change + cancellation, "submit" button is not available, just click "commit change/cancellation" to complete (leave note before)
4. Finding booking
- In confirmation email: 14 digits and start with number 7
- Search by email address (different check-in dates)
_ Search by phone
5. SR Request: when a case cannot be resolved/completed on call
- Create Sr from VNext when the Guest is on call (SR Waiver)
- DO NOT Create SR refund (it is compulsory to consult with manager)
- Cancel/change > Refund > Credit
- What should inform Guest when create SR
+ Why: non-refundable > need approval
+ Who + What: offline team work directly with Hotel to get solution/outcome
+ When + How: within 72 hours via email
6. Refund
- Must have permission from property to take action
- Pay Now: 07-10 business days
- Pay Later: refund timeframe > Guest contacts Hotel, if Guest wants the agent to check, agent will call to check for Guest
7. Policy: "In effect" > check policy on BSA
8. Transfer: Leave call > Yes, transfer
9. Verification: Code + name > identify /phone or email to verify