Review Dispute
The host is worried they might get a bad review—how can we educate them?
Which CRs are valid for MD cases?
- Messy and Dirty
- Pest in L (bed bugs )
- Broken and missing ameneties
- Listing dosn't match
- Mold / smoke / rumors
Which are the reason we losing points?
- Contact reasons
- losses
- lack of empathy
- uncorrect education / promised call back
SPD?
Average number of cases solved per day which are used to measure the efficiency
#Case solves/Logged productive hours * 8
What should you do if you receive a duplicate case and the original case is open? And what if it is pending instead?
For open case:
-You’ll have to solve the case as a duplicate and add any relevant admin notes to the existing case
For pending case:
-Take ownership and assist the user and update AN
What should we do when someone wants to remove a review?
Advise the user to submit a removal request via form
What about evidences?
- 72 h from check-in / discover of the issue
- Valid documentation ( photo/video)
What are the valuation categories for quality?
-professionalism-Compliance-Problem Solving (I.D.E.A.S.) -Investment Management -Case Management -Operational Insights
Handoff?
The average number of HOs requested by an ambassador per cases that is handled by the ambassador on the transfer date
Transfer modal EoS option
HOs / cases handled
How can we manage a case with a frustrated user with the platform?
-Let the user vent
-try to emphatize
-Investigate the Issue
-Offer a Solution or Alternative
How could we educate about author removal request?
- Written confirmation
- Educate review cannot be publish back
- remove the review
And what about odor?
- No need photos/videos
- asking what kind of smell it is
- FT no documentation
What does I.D.E.A.S stand for?
I.D.E.A.S stand for (Identify, Determine, Explore, Act, and Solve). This section promotes consistency and effectiveness in resolving problems, leading to improved customer outcomes.
Reopen rate?
Percentage of cases that are reopened after being solved
reopens / solved
Step for an Escalation?
- Check WF
- try workaround
- report a bug
- if really need to escalate: use macro + screenshot + WF part + detail AN
When can we remove a review?
Our procedures?
- Contact H and inform about issue
- Educate about our policies
- Value evidences
- Nova guide ( adjustment / loss / alteration )
- eventual RBA
What are the points to avoid for ZTP?
Ambassador Throughput?
calculates the ambassador's solve rate looking at the number of cases assignments VS the number of cases the ambassador solved
Solves / case assignments complete
What are the ''best practices'' to managing a case?"
- Always offer OBC
-Use macros appropriate to the specific case.
-Always send a follow-up after each interaction.
- update Admin Notes
Criteria for retaliatory review?
- Author committed policy violations
- Author was notified of the allegation before the review was published
- Author's review seems to be in retaliation to an on-trip conflict or the review about the stay or Experience is inaccurate
- Author's review about the safety or discrimination related issue is inaccurate
Bed bugs?
- Asking evidences ( at least 2 )
- if valid process with CBA + inform H and block L ( future resos should be CBA too )
- Inspection ( we can reimbourse this one )
- Treatment
- post treatment inspection after 21 days
!! Authentication !!
- IBC not verified: PIN / questions ( name, phone number, email, DOB )
- OBC: specify calling from italy and call record. Be SURE to speak with account holder so asking name
- POC: like verified IBC/OBC
- No account: email and create case
Ambassador Occupancy?
The percentage of times spent working while logged into cases
HBAT Time / productive logged time=
What have to do if we speaking with an abusive users?
- Give a warning 3 times
- disconnect call and send written warning ( macro )
- AN + flag
- solve the case