Airbnbquiz

Authentication

100

Who is a POC?

Point of contact- person authorized to make changes and access account on behalf of user.

200

Is pin Authentication preferred, Why?

Yes, It is easier for the user and us due to it being sent to their verified number.

300

if a user fails authentication what do we do

advise them to call back with the correct info for authentication /unable to assist

400

what are the information used to authenticate a general caller?

Name , phone number, email/payout or payment method

500

what is the process to authenticate an obc on a verified phone number

1. Greet the user

2. Confirm if you're speaking to the account holder or point of contact
   • First name will be enough - please refer to the Identifying the user, first contact and cultural differences
   • Example script: “Hi, my name is _agent_. I am calling from Airbnb. Am I speaking with _user_?"
     • First name of the user should be enough - please refer to the Identifying the user, first contact and cultural differences
3. If they confirm that they're not the account holder or point of contact:
   • Apologize and tell the person you have to speak to the the account holder or inform them that you called the wrong number
   • Email the user to inform them that the phone number on their profile is wrong
   • Request an alternate number
4. If you've confirmed the user:
   1. Notify the user that the call is being recorded, and confirm if they agree

      • Example script: “I would like to let you know that this call is being recorded for quality purposes and may be used to help us train new team members. Would you like to continue?"

Intro To Resolutions

100

what is the difference between ce and r1

one touch mindset and ce does more transfers

200

what is a settlement and resolution

a settlement is a decision made based on intrests and a resolution is an agreement by both parties

300

what is anchoring

When a party becomes fixated around a certain position, every outcome will now be based from this point.

400

what is recognition

Both parties need to feel recognized. They want to feel respected and validated in their perspectives.

500

What is the timeframe we want to have mediation resolved in

48 hours

Mediation 101

100

What is the goal of mediation

to treat all parties fairly

200

what is an interest

what the user wants

300

What are the two phases of mediation

phase one building trust phase 2 taking action

400

what are the three subheadings in taking action

surfacing intrest, generating options, communicating outcome

500

what does communicating the outcome describe

advising the user of either settlement or outcome

General knowledge

100

what is the help center

airbnb sso for info used by ambassadors and users

200

who uses nova knowledge and why

ambassadors/agents internal

300

what can we use to help search for listings

filer in the search

400

does airbnb accept bank accounts as a payment method

yes only for us residents

500

what is a bug

an issue in the system