EXPEDIA
This is the part of Guest Connect where you ask probing questions to learn more about the customer's concern.
Discovery
This is the tool that we can use to create Service Request (SR).
Using this tool, we can help the customer to book a car rental reservation.
BSA
The customer has no valid itinerary number and phone number. For our security verification, how many piece of information do we need to ask?
2 pieces of information
This is the part of the Guest Connect where you ask for the customer's name.
Opening
This is the type of inventory where Expedia is the one who collects the payment.
Pay now
True or False: We can help the customer to book a car and activity reservation using voyager classic.
False
True or False: We can assist the customer if the booking is with Wotif.
True
We can get the call ID or conversation ID using vnext.
True
You need to answer the call within 10 seconds.
False
What is RAR on our documentation?
Reason, Action, Resolution
Singer known for hits such as "Treasure", "Just the Way You Are", and "Uptown Funk"
Bruno Mars
When can the customer receive the confirmation email from Expedia?
Shortly.
Give the disclosure if the customer doesn't want to proceed with the cancellation. Reservation is refundable and there is no fee to cancel.
Advise customer that we will leave the reservation as is and provide the latest time to cancel the booking without fee.
You created SR as the property is unreachable. What is the SR time frame that you can provide to the customer?
72 hours
The customer called in to get a copy of the confirmation email. How can you assist the customer?
Resend itinerary
Give us the disclosure that we need to provide before we check the availability and change the booking.
Prices and availability change from time to time without prior notice.
The customer is calling to get the refund status of her cancelled booking, the booking is pay later with 100% deposit. How can you assist the customer?
You need to place the customer on hold. What is the hold time?
3-5 minutes
You called the property for a waiver. The hotel representative refused to provide his last name; what can you put on vendor contact details?
Not disclosed
Give us the 5 types of inventory
Pay now
Pay later
Split Rate
VRBO
The customer called in to add an extra night to the reservation. The reservation is non-refundable and includes the penalty. How can you assist the customer?
Ask the customer book a new reservation for additional nights/ book new reservation.
Give the complete refund time frame for pay now booking.
Expedia can process the refund within 24 hours and it may take 7-10 business days for bank posting.
The customer called in to reduce the first night of the booking. The price is higher now, how can help the customer?
Call the property, ask if they can change the date on their end or put a note on the booking.
CHANGE PROCESS, REDUCE NIGHT
DO THE MOCK CALL