Notes

General Information Query (Duration 90 min)To start the day with General Information Query, introduce the topic General Information Query and its importance by giving an example of what kind of questions customer can ask-Customer wants to know contact number ofhotels.Which ID would be required during checkinWhat amenities would be provided with the roombookingA.Methodology: -ILT: Instructor Led Training:-Todealwiththis,we@MMThastogothroughcertainsteps(Whichwillbediscussedlaterinthe session)Trainer to share the list of the sub call drivers which will be discussed during thesession:I need hotel contact number & EmailaddressI need my booking details Inclusions &AmenitiesMy Review is not reflecting onwebsiteI am not able to connect / reach thehotelWhat ID's do I need to carry ontravel?General Information Query: -I Need Hotel contact number & Email addressA.Methodology:ILT/WBTB.ILT: Instructor Led Training: Trainer to explain the call driver with help of example, call recording & handyvideoC.Example: Many times, customer after making the booking has some queries regarding the property he has booked however instead of calling the hotel directly he prefers calling MMT customer care to get the required details. Eg: Mr Sharma booked a hotel room and wantedto speak with someone regarding parking since he was planning to go by his car. Instead of calling the hotel directly he preferred calling MMT customer care to check the required details. Here Agent Amit checked the required details and shared the same with the customer andalso advised him that for further queries regarding the hotel he can refer to the Voucher as the hotel details are mentioned on the same and even asked that if the customer require further assistance. Trainer needs to make Agent aware about the handling which is givenbelow.D.Ask Alice Link:http://askalice.mmt.com/?p=38907&preview=trueE.Video Link:http://askalice.mmt.com/gi-hdps/general-information-about-hotel/General Information Query: -I Need my booking details Inclusions and Amenities.A.Methodology: ILT/WBT/BlendedB.ILT: Instructor Led Training: Trainer to explain the call driver with help of anexample.C.Explanation: Whenever a customer books a hotel the first thing he will be concerned about are the amenities & inclusions. While the same is mentioned in the voucher however there are instances where the customer prefers to speak with someone in order to get some level of satisfaction so lands up calling MMT customer care. Here the Agent needs to explain the customer that all the required details are mentioned in hisVoucher.D.Ask Alice Link:http://askalice.mmt.com/?p=38907&preview=trueE.Training Activity: Initiate a mock call with 2 Agents one to be the caller and other to be the customer.
12Created by GOMMT TrainingGeneral Information Query: -My Review is not reflecting on Website.A.Methodology:ILTB.ILT: Instructor Led Training: Trainer to explain the call driver to theAgents.C.Explanation: There are times when the customer posts a review on GOMMT website basis his lastvisit/ check-in to a hotel. These reviews are 1stchecked by internal GOMMT team post which they get uploaded. Advisor needs to confirm the below points:Booking Id for which the review waspostedAdvisor needs to confirm the time when the Review waspostedInform the customer that review will reflect after 24 hours ofposting.D.AskAlice Link:http://askalice.mmt.com/?p=38907&preview=trueGeneral Information Query: -I am not able to connect/ reach the hotelA.Methodology:ILT/WBTB.ILT: Instructor Led Training: Trainer to explain the call driver to the Agents that there are times when the customer is unable to reach the hotel and eventually calls MMT customer care to getassistance.C.WBT: Web Based Training: Ask Alice Link to be referred for training content to explain the topic:http://askalice.mmt.com/gi-hdps/i-am-unable-to-connect-with-hotel/General Information Query: What ID’S do I need to carry on travel.A.Methodology:ILTB.ILT: Instructor Led Training: Trainer to explain the call driver to theAgents.C.Explanation: At times customer is not sure which ID would be required during hotel check in so he calls and ask the same information in this case Agent needs to inform the below instruction.Note: All Guest to carry a valid Govt. recognized photo ID proof with address on it. (Note: PAN Card or any local ID is not valid)D.AskAlice Link:http://askalice.mmt.com/?p=38907&preview=trueTo Summarise the Complete training covered with the given pointers:Today’sagenda-Wehave learnedGOMMTGeneralInformationQuery.We have learned about various types of General InformationQuery.
13Created by GOMMT TrainingWe have watched My Desk Flows on General InformationQueryAnd at last we have done few mock calls, where one Agent played a role of MMT customer care Agent and other Agent acted like acustomerSn oCall Driver