Empathy in Action
A provider says they’ve called afterhours and had been on hold too long.
What is acknowledging their frustration before proceeding?
Instead of 'You need to contact them'
what is offering to contact the vendor yourself?
When an issue exceeds your authority
what is escalating to leadership?
•A traveler is delayed getting to the hotel.
What is proactively contacting the hotel to hold their room?
Before submitting travel
what is reviewing client travel policies?
A traveler sounds stressed about missing a connecting flight.
What is validating their concern and reassuring support?
A provider asks for an update.
What is proactively giving a timeline and follow-up commitment?
A provider threatens to cancel their assignment.
What is escalating quickly while reassuring support?
A provider arrives late at night.
What is confirming late check-in arrangements?
A clients travel policy recently changed.
What is reviewing updates before booking?
A provider says 'This process is confusing.'
What is offering to walk them through step by step?
When a billing issue arises
what is saying you will investigate and follow up?
A traveler faces safety concerns.
What is escalating immediately for urgent support?
A traveler experiences weather delays.
What is monitoring flights and updating them proactively?
Hotels in a specific area sell out quickly.
What is booking in advance?
A Provider complains about a poor hotel experience.
What is apologizing for the inconvenience and offering help?
A traveler reports a reservation problem.
What is assuring them you will contact the hotel?
Multiple complaints about the same vendor occur. What is escalating to vendor management?
What is escalating to CHG Travel Leadership ?
A traveler worries about tight connections.
What is proactively reviewing alternate flights?
A traveler is requesting flights that has tight connections.
What is suggesting safer options?
A provider calls frustrated about delays.
What is showing patience and recognizing their urgency?
A provider has repeated travel issues.
What is documenting and proactively addressing future risks?
•A provider experiences travel disruption on the way to the assignment.
What is escalating for RUSH priority assistance?
A traveler has a complex itinerary.
What is double-checking every segment proactively?
A hotel has previously made multiple billing errors.
What is adding a profile note?