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If Then
Silence at the beginning of the call
Wait 5 seconds, then say the greeting again.
Still no response: wait 5 seconds and then say you're ending the call.
Select the Ghost Call status for Agent Softphone or disconnect the call.
Silence in the middle of the call
Ask the customer if they're still on the line.
No response: wait 5 seconds and ask again.
Still no response: wait 5 seconds and then say you're ending the call.
The connection is bad, and you can't understand the customer
Or
The customer is complaining about a bad phone connection or static on the line
Say you have trouble understanding the customer, tell them you'll disconnect the call, and then call them back within 2 minutes.
In Agent Softphone, select either the Not Ready - Disconnect Call Back or Not Ready - Held Call Dropped status.
Call the customer back (no need to re-authenticate):
Service agents: Only make one attempt to call the customer back.
Relocation services: If needed, make up to 3 attempts to call the customer back.
Sales: Only call back if the call was disconnected during the booking and payment process.
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Respond to disconnected calls
If Then
The call gets disconnected while in Active status
Select the Not Ready - Disconnect Call Back status.
Call the customer back (no need to re-authenticate):
Service agents: Only make one attempt to call the customer back.
Relocation services: If needed, make up to 3 attempts to call the customer back.
Sales: Only call back if the call was disconnected during the booking and payment process.
The call gets disconnected while on hold during a consult Agent Softphone indicates the held call got disconnected.
Click OK. This places you on a Not Ready - Held Call Dropped status.
Document and save your progress.
Example: Customer got disconnected while on a consult call with the hotel. Next agent, please tell the customer I'll call them back after I complete this consult call.
Finish the consult call with the Expedia vendor or the other agent.
Call the customer back (no need to re-authenticate):
Service: Only make one attempt to call the customer back.
Relocation services: If needed, make up to 3 attempts to call the customer back.
Sales: Only call back if the call was disconnected during the booking and payment process.
The call gets disconnected while on hold during a transfer Agent Softphone indicates the held call got disconnected.
Click OK. This places you on a Not Ready - Held Call Dropped status.
Place your call to the other agent on hold.
Attempt to call back the customer.
If you can't reach the customer, end your call to the other agent.
In the case notes, document:
What steps you've taken to resolve the issue.
The reason for the transfer.
That the call was disconnected during the transfer.
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Abusive conduct by traveler
If a traveler makes a direct threat to an employee’s office location, immediately disconnect the call and contact a manager so that the threat can be quickly addressed. Follow Level 1 process.
All employees and Expedia vendors have the right to not be subjected to any threatening behavior/abuse.
Threatening behavior/abuse includes:
Threats of physical harm or violence to a center, building, or person, including agents, suppliers, employees, or executives
Inappropriate religious, cultural, or racial insults toward the agent, suppliers, employees, or executives
Homophobic, sexist, or other derogatory remarks toward the agent, suppliers, employees, or executives
Important: There is a difference between an angry/upset traveler and an abusive traveler.
Angry Traveler = Doesn't intend to abuse the agent, but is upset or angry about the situation and the overall booking experience.
Abusive Traveler = Makes personal attacks toward the agent. Calls the agent names directly or threatens the agent directly.
Threat/Abuse Level
Level 1
Level 2
Threats of physical harm or violence to a center, building or towards the agent, suppliers, employees, or executives
Continuously using profanity toward the agent, suppliers, employees, or executives
Continuous inappropriate religious, cultural, or racial insults toward the agent, suppliers, employees, or executives
Continuous homophobic, sexist, or other derogatory remarks toward the agent, suppliers, employees, or executives
If Then
Caller is Level 1
Disconnect the call or close the chat and document the traveler's behavior on their account. Note that you had to end the conversation after a Level 1 threat, notified leadership, and transferred to Global Escalations.
Do not let the traveller know you flagged the call or chat to another team
Alert your leadership immediately to follow any center process (for example, calling local authorities if the caller made a violent threat) Varies by location/center.
Escalate to Global Escalations [email protected] with the below template:
Subject Line: Level 1 Threat - Abusive Traveler
Traveler's name
Traveler's email
Summary of traveler's original complaint
Call/chat IDs where the threat was made
Best number to contact traveler
Caller is Level 2
Tell the customer if they continue to use profanity or make abusive statements, you will disconnect the call. Give up to 2 warnings:
First offense
I understand your concerns, and I am happy to look for solutions. However, if you continue to speak in such a manner, I am unable to help you and will disconnect our call / close the chat
Second offense
Please understand I can address your concerns, but to do so, I need your cooperation. If you continue speaking in this manner, I will need to disconnect our call / close the chat
Third offense:
I will make a note in our records regarding the reason you contacted us. Feel free to contact us again when you will allow us to address your concerns. I will now disconnect our call / close the chat.
Disconnect call or close the chat and notate the account accordingly. Ensure to notate you had to disconnect after giving two warnings as caller had Level 2 abusive behavior.
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