Escalation
Where should you escalate if you have inquires about delayed payment or refund, and customer account including DSSR
Payments Team
What are the 2 ways to reach out for TC or use TC Ping tool?
Athena Case Creation Page : click the "Help" button ,
Athena Case Handling Page: "Ask for Help" button
It is is our core Agoda Value and it is key for us in Agoda Values KPI. Always act with integrity by following all work guidelines and standard operating procedures (SOPs). Be honest in your actions and communication. If you encounter any unethical situations, speak up. Stand up for what you believe is in the best interest of our company and our customers.
Do things the right way
CEG's purpose is to provide _____ for customers and partners
peace of mind
The pax will be auto-verified if the ___ matches the member/ booking email address on Athena
email address
Where should you escalate if you received threats related to legal action and government authorities
CSI
Under Athena Escalate Button, The arrow changes to what color when an escalation reason is selected in the dropdown
RED
This is when you take action without delay and keep the agreed timelines. Have a sense of urgency when supporting customers/partners, especially when they need an urgent resolution, but remember to focus on quality and insist on the highest standards at the same time.
Move Fast and be efficient
What are the 3 expectations under CEG Missions?
Having the sense of Urgency, Setting Expectations, and Keeping Commitments
What are the 6W you need to remember when reading the email?
Who, What, When, Where, Why, and Which
Where should you escalate if you received inquires about removing a review, wrong mapping, or content mismatch issue.
Content
Under Athena Escalate Button, The arrow changes to what color when an escalation has been successfully sent?
GRAY
This is when you Embrace experimentation with positivity & be open to new solutions!
Follow procedures and use data to support your decisions and feedback whenever possible. Escalate if something doesn`t look right or doesn`t make sense for the customer/partner situation. =
Be a scientist experiment, and measure
Provide the processes are involved in the Agoda Values KPI rating
Observations, Feedback & Coaching, KPI Rating, Calibration, Final Score
Under Solution section in the email workflow, what are the 3 example request you may get from the customers?
Cancel, Inquire, Amend
Where should you escalate if you received inquires regarding Allotment Reject (AR), booking under Hotelbeds supplier (HTB), Internal XML/ MRB, or any Accommodation Service Team/ Partner Services (AST/ PS) related booking.
SST Team
Under Athena Wizard Flows Navigation, Use this when you have completely finished the case using the guided wizard steps. Always use this when the flow guides you to a final resolution.
End Flow
This is when you Understand what`s important to customer / partner, be proactive and do everything you can to resolve, or escalate if needed. Provide the best customer experience possible.
Be part of the solution by resolving the case, or by enabling others to resolve it if needed.
Take Ownership and make a difference
3 words to describe email communication
Written, Formal, Follow-up
Why is effective email important?
Effective way to communicate with our customers , Lessen the waiting time, efficient transfer
Provide the hierarchy of Finding Solutions from first to final step:
1 Athena Flow, 2 Confluence/ Wiki, 3 TM/TC
nder Athena Wizard Flows Navigation, Use this only if the flow was opened completely by mistake (for example, if you clicked the wrong contact reason)
Discard Case
This is when you need to Be clear with our customers and partners on what is possible and what is not. Set clear expectations to our customers and partners, keep your promises and be respectful.
Be direct and respectful
Effective way to communicate with our customers , Lessen the waiting time, efficient transfer
What is Agoda's email format?
1. Opening, 2. Greeting, 3. Reference to your booking, 4. Main Message, 5. Closing, 6. Ending, 7. E-signature