True or False
In Report Service Issue cases, the system prioritizes the issues from the most severe to the least severe.
TRUE
Angela contacts you because the front desk staff made discriminatory comments about her.
A) Racism and discrimination
B) Poor service staff at the accommodation
C) Rude or unfriendly staff
A) Racism and discrimination
No WiFi:
A) Health & Safety (Environment)
B) Incorrect Facilities
C) Unmet expectations.
B) Incorrect Facilities
The Traveler reports two issues: missing wifi and physical abuse.
After typing both keywords in the intake form, the system will prioritize the flow related to missing wifi
FALSE.
Missing wifi is part of the ‘’Incorrect facilities’’ flow while physical abuse is part of the ‘’Health & Safety People’’ flow which has the priority.
Mark contacts you after checking out, informing you that there was no electricity in his room.
A) No electricity in the area
B) No electricity at the accommodation
C) Other missing or faulty facilities
B) No electricity at the accommodation
Unpleasant smell at the accommodation:
A) Health & Safety (Environment)
B) Unmet expectations
C) Incorrect Location
B) Unmet expectations
Partial compensation is calculated at a maximum of 10% of the total reservation cost.
TRUE.
Lukas contacted you because despite having booked breakfast in the room rate, the property mentioned that breakfast is not available.
A) Room/unit doesn't match description
B) Offered meal plan is not available
C) Traveler expected a better breakfast
B) Offered meal plan is not available
Exposed wires or risk of electrical shock:
A) Health & Safety (People)
B) Health & Safety (Environment)
C) Incorrect Facilities
B) Health & Safety (Environment)
If a customer complained informing that there were several issues at the property including mould and blood stains, both keywords should be inserted as there are multiple issues.
TRUE
Marco contacted you because after checking in at the accommodation in Spain, he realized that the air-conditioning was broken.
A) Broken furniture or electronics
B) Room unit doesn’t match description
C) Faulty or missing heating or AC (18C-25C)
C) Faulty or missing heating or AC (18C-25C).
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Answer: Faulty or missing heating or AC (18C-25C)
Trainer to mention:
even if all the 3 options are similar and lead to the same flow ‘’Incorrect facilities’’, it is important to be specific for tagging reasons
there is also a tag ‘’1.1 Faulty or missing heating (<18C) or AC (>25C)’’. This tag leads to the ‘’Health and Safety’’ flow instead of ‘’Incorrect facilities’’ and is to be used for extreme temperatures (for this reason it falls under health and safety). Agent shouldn’t ask the exact temperatures as it is unlikely the guest knows it but deduct it from the situation.
Examples:
Missing heating in Russian winter with the guest mentioning he is freezing in the room can be categorized as ‘’1.1 Faulty or missing heating (<18C) or AC (>25C)’’
Missing heating in Spain with the traveler not mentioning anything about ‘’freezing’’ can be categorized as ‘’2.2 Faulty or missing heating or AC (18C-25C)’’
Misleading photos (wide angle, photo treatment, etc)
A) Health & Safety (Environment)
B) Incorrect Facilities
C) Unmet expectations
C) Unmet expectations
If the guest is asking to reconsider the resolution of a previously resolved case of Unprofessional/rude staff, the system might trigger partial compensation to the customer.
FALSE.
Unprofessional/Rude staff is not a scenario where partial compensation will be offered. For these scenarios the issue will not be reconsidered.
Janet contacts you because she believes there are bed bugs in her bed, even though she is not exactly sure if they are bed bugs or other insects.
A) Bed bugs
B) Other environmental issues
C) Other insects at the accommodation - not bed bugs
C) Other insects at the accommodation - not bed bugs
Hidden camera:
A) Health & Safety (People)
B) Health & Safety (Environment)
C) Unprofessional partner staff
A) Health & Safety (People)