Review Dispute
Host is worried he might get a bad review—how can we educate them?
H has to wait review is published and then he can request review removal
Which CRs are valid for MD cases?
- Messy and Dirty
- Pests in L (bed bugs )
- Broken and missing amenities
- Listing doesn't match
- Mold / smoke / rumors
- Bed bugs
- Noise
Which are the reasons for losing points in QA?
- Contact reasons
- losses
- lack of empathy
- uncorrect education / promised call back
what does it mean SPD?
Average number of cases solved per day which are used to measure the efficiency
calculation:
#Case solves/Logged productive hours * 8
What should you do if you receive a duplicate case and the original case is open? And what if it is pending instead?
For open case:
-You’ll have to solve the case as a duplicate and add any relevant admin notes to the existing case
For pending case:
-Take ownership and assist the user and update AN
What should we do when someone wants to remove a review?
Advise the user to submit a removal request via form
Evidences on MD cases: requirements
- 72 h from check-in / discover of the issue
- Valid documentation ( photo/video)
What are the evaluation categories for quality?
-professionalism
-Compliance
-Problem Solving (I.D.E.A.S.)
-Investment Management
-Case Management
-Operational Insights
what is Handoff as metric and how it works
The average number of HOs requested by an ambassador per cases that is handled by the ambassador on the transfer date
Transfer modal as EoS option
Transfer modal for language or timezone
calculation: HOs / cases handled
How can we manage a case with a frustrated user with the platform?
-Let the user vent
-try to emphatize
-Investigate the Issue
-Offer a Solution or Alternative
How do we handle an author removal request?
- Written confirmation
- Educate review cannot be publish back
- remove the review
How can we handle an odor complaint?
- No need photos/videos
- asking what kind of smell it is
- FT no documentation
What does I.D.E.A.S stand for?
I.D.E.A.S stand for (Identify, Determine, Explore, Act, and Solve). This section promotes consistency and effectiveness in resolving problems, leading to improved customer outcomes.
What is Reopen rate?
Percentage of cases that are reopened after being solved
calculation: reopens / solved
Which are the Steps for an Escalation?
- Check WF
- try workaround
- report a bug
- if really need to escalate:apply macro and attach screenshot + WF part + detail AN
When can we remove a review?
Which are the steps for MD after G reports an issue?
- Ask for evidences
- Contact H and inform about issue
- Educate about our policies
- Nova guide ( adjustment / loss / alteration )
- eventual RBA
Education to both parties when necessary
What are the points to avoid for ZTP?
What is Ambassador Throughput?
calculates the ambassador's solve rate looking at the number of cases assignments VS the number of cases the ambassador solved
calculation: Solves / case assignments complete
What are the ''best practices'' to manage a case?"
- Always offer OBC
- Use macros appropriate to the specific case
- Always send a follow-up after each interaction
- Update Admin Notes
Criteria for retaliatory review
- Author committed policy violations
- Author was notified of the allegation before the review was published
- Author's review seems to be in retaliation to an on-trip conflict or the review about the stay or Experience is inaccurate
- Author's review about the safety or discrimination related issue is inaccurate
Bed bugs?
- Asking evidences (at least 2)
- if valid process with CBA + inform H and block L (future resos should be CBA too)
- Inspection (we can reimbourse this one)
- Treatment
- post treatment inspection after 21 days
Authentication Points for OBC and IBC
- IBC not verified: PIN / questions ( name, phone number, email, DOB )
- OBC: specify calling from italy and call record. Be SURE to speak with account holder so asking name
- POC: like verified IBC/OBC
- No account: email and create case
What is Ambassador Occupancy?
The percentage of times spent working while logged into cases
calculation: HBAT Time / productive logged time=
What to do if we are speaking with an abusive users?
- Give a warning 3 times, then we can
- disconnect call and send written warning ( macro )
- add AN + flag
- solve the case