Listening & Owning the Call/Managing
Proper Etiquette
Addressing the Issue
The Approach
Psychology of a Guest
100
What do you need to do in order to help the guest?
Actively listen.
100
When on the phone, you need to be __________ of all other team members.
supportive
100
The goal for addressing any issue is to _________ the guest.
satisfy
100
Your aim in approaching an escalated guest should always be __________________.
customer satisfaction.
100
Most guests only escalate issues when they feel that _____________.
there is no other option.
200
What should you always do while listening to the guest explain their issue?
Take the best notes that you can.
200
Always be ________ with the guest.
Honest.
200
Avoid saying to the guest that we have a _______ or that it is our ______.
Policy
200
What are 2 of the first steps for de-escalating a situation?
Apologize and take ownership.
200
How are guests typically feeling when they call in escalated?
Stressed and possibly ignored.
300
After you have heard the complaint, you should __________________.
relate the main points back to the guest.
300
Team members are expected to be part of a _______ and supportive of all other team members.
United organization.
300
Offer alternate _________ for the guest that may also satisfy their need.
options.
300
___________ is very important when you approach an escalated guest.
Empathy
300
Why do guests act aggressively on the phone?
Because they feel that this is the only way they can get a result.
400
What should you do if you cannot give the guest an immediate answer?
Set up a call back date and time.
400
Team members should never ________ other team members, ________ or the company for any complaints.
blame; departments
400
What is the answer you need for all 3 tiered guidelines when helping a guest?
Yes
400
How should you approach each and every call?
With the intention of going above and beyond to deliver the meaning of Yes!
400
What emotion should we show to the guest on the phone when approaching their psyche?
empathy.
500
What should you always give when helping the guest?
An idea of how long it will take you to give them an answer.
500
What should an agent say to a guest when addressing a guest's issue?
"I apologize for the experience you've had. Your experience is rare, and I will do my best to get this issue resolved."
500
When trying to help solve an escalated guest and achieving the best customer service possible, what are the three questions that we need to answer with a yes?
1. What's good for the Customer? 2. What's good for the Brand? 3. What's best for the Company?
500
How do you reassure the guest?
BY telling them you will do everything in your power to help and successfully resolve the situation.
500
What is one way you can be empathetic towards the guest and their problem?
Put yourself in their shoes or position.
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