Day 5 review
Guest asking for a discount, a Host can send this
Special offer
How many times can we send a PIN to the same phone number?
Thrice
What information do we need to ask from Non-users in order to create a case?
Name & Email address
What do you call the chat option to other support ambassadors in Atrium Tool?
Airwave
Chief Executive Officer of Airbnb.
Brian Chesky
Indicates that the trip request has been accepted by Host and the payment was successful.
Accepted
What caller type shall we not send a PIN to?
POC
If a caller is from Italy, what information should you provide?
Calling from which country
Where will you transfer the case related to discrimination?
Regulatory Response
What does the BNB mean in Airbnb?
Bed and Breakfast
If a reservation was cancelled by the Host, what information should be provided to Guest regarding the refund?
Amount
When it will be refunded
And to which payment method
In which part of your call control panel (green call bar) can you see the authentication status?
Caller ID
What macro shall we use if the user requested for a callback but was routed to voicemail AND was able to leave a voicemail.
Voicemail macro
The button to click in finding out the flags created by other team to the user accounts.
Admin Flag
The type of credit that has no expiry date if the Guest chooses to cancel a reservation.
Booking Credit
Shows if there was an issue with the Guest's payment method.
Failed Verification
If the General Caller is calling using a verified phone number, what information shall we ask?
Complete Name and One of the ff: Email, DOB, Payout or Payment method
Pro-Host
This is a tool in Airbnb where we can send money to the Host or Guest. What's the link?
Resolution Center
A process where you process a loss and a TEAM LEAD needs to approve it?
4-eye consult
A tool where you can find information about the listing from the time the Guest book the reservation
Snapshot
Inbound call from India, how do you authenticate?
Prioritize pin, if not then proceed to manual by following the country specific workflow
You receive a call and no one responds then it got disconnected. You called back and was able to talk to the user but USER was unable to authenticate. What macro should you send?
Failed Authentication
This is the area on Atrium tool that you can find the relevant workflow if you have chosen the correct contact reason.
Solutions Tab
Give at least 2 acceptable loss reasons
CX mistake
Bug that leads to monetary loss
double booking (coupon)
False promises