Athena Contact Back
You would set a contact back for this reason
What is to follow up with the customer or the suppliers?
You can find the TC Ping tool here
2 possible answers:
What is the Wizard flow page?
What is the ask for help button?
You can view case notes in these 2 places
What is Search page and Note log?
K.I.S.S means
What is Keep it short and simple?
When taking notes, you should NOT put this information
What is customers PII?
We always do our contact backs in this time zone
What is Bangkok?
If a customer calls in and the have a previous case open but the contact is not related to the open case you do this
What is open a new case and select new reason?
You click this to see notes for a particular reason only
What is contact reason filter?
OPM means
We should always format the date like this when taking notes
What is DATE/MONTH/YEAR?
If the case is non-urgent, we can set a flexible timeframe of this long to call back
What is 30 minutes to 24 hours?
Athena shows this booking status after the cancellation process is completed
What is Booking cancelled?
You can search the booking this way
What is using BID?
Check in/ Check out means to do this
What is follow property local time zone?
You can do this when customer shares CC info on the phone call
What is pause the recording?
You shouldn't do this if the case is still in pending status
What is close out the case?
When contacting suppliers/hotels, the call will be automatically tracked when this happens
What is the call connected and party available?
You do not put this code in notes since it will not work
What is HTML?
BNPL means
What is Book now, Pay later?
Customer calls from booking a but wants to change booking b, you should put your notes here
What is booking b?
You handle the contact back request for the customer and supplier by checking this first
What is check if the case has been resolved?
For accommodation bookings, you can only select multiple BIDs for this reason
2 possible answers:
What is contact type is hotel or supplier?
What is the booking is supplied by the same hotel/supplier?
This button is available to only specialist and TM/TC
What is Add note button?
CBRW means
Cash back rewards
When taking notes, you should put this down when talking about the customer
What is pax?