Empathy
This is the first step in the Booking.com Empathy Formula (____ + Empathize + Ownership)
What is Acknowledgement?
This is important to do before sending written communication to ensure there are no spelling/grammar mistakes.
What is proof reading?
It is not mandatory to request this when the partner sent written confirmation approving the waived fees request.
What is the name and position of the partner?
The goal for this KPI is 10% or less.
What is Finalize Time?
"I completely understand your concern", "I am sorry to hear that...", and "I can imagine how upsetting it is to..." are examples of this.
What are empathy statements?
This is not only what we say, but how we say it.
What is Tone of Voice?
The new email widget in TED will show the templates that correspond to this.
What is the selected ticket subtopic?
When Forced Circumstances can be applied entirely, always offer this first before offering a voucher.
What is a date change?
We are able (and should always) call the guest within this time frame.
What is 8am-9pm?
Understanding what the customer feels, letting them know it's OK to feel that way, and assuring them you will help them describes this level of empathy. (Hint: This is the level of empathy your quality evaluations are based on)
What is Emotional?
This is what you need to grab someone's attention.
What is a compelling hook?
Customers will no longer receive emails from customer.service@booking.com, but this address instead.
What is an alias email?
We should not offer this if the partner is not willing to compensation for an Accommodation Service/Room Did Not Meet Expectations complaint.
What is a goodwill gesture?
We should follow this guideline to ensure a resolution is found in a timely manner when partner doesn't respond in Accommodation Service, Room Did Not Meet Expectations, and Refund complaints.
What is 3-2-D Complaint Handling?
Empathy is, along with Verbal Communication, one of the pillars of this stage in the Customer Interaction Cycle.
What is Connect?
This means being aware of words we can use or what words are better to avoid.
What is Writing Responsibly?
You must obtain this before sending a template to Pay Ops, Credit Control, and Booking Basic Support.
What is TL or Senior permission?
Advise the guest they will be refunded within this time frame if the partner agreed (or no answer) to refund the VCC.
What is 30 days?
You should notate your call as this if you are contacted by Customer Service from an Affiliate.
What is "phone call from Internal"?
"(Unconscious) Biases", "I don't agree with the customer", and "I switch to autopilot" are examples of this.
What are Barriers to Empathy?
Written Communication is the main pillar of this stage in the Customer Interaction Cycle.
What is Continue?
When sending templates to the guest and partner for Guest Misconduct complaints, you should always use this.
What are the alias email addresses?
You must do this and attach it to the booking for future reference if a WPM claim is more than 100 EUR.
What is take a screenshot?
You should NOT use these questions during security verification. (Example: are you the husband of the booker? Am I speaking to James?)
What are leading questions?