TED
In the most recent CS Weekly, this guideline was updated to ensure clarity on how to handle additional outbound contacts after using TED forms or automations.
What is Channel Selection?
These are defined as employee characteristics that enable someone to interact effectively and smoothly with others.
What are Soft Skills?
Security and Data Protection make up this section of the Quality Framework Guide.
What is Compliance?
If the caller is not the guest on the reservation, we must also verify this before proceeding with the request.
What is the relationship?
This site-wide incentive just began following the Experience Stone Challenge.
What is Shoutout Reloaded?
TED stands for The Executive "this".
What is Desktop?
This describes the ability to put yourself in someone else's shoes so you can identify with their feelings, thoughts, attitudes and emotions.
What is Empathy?
Professional hold etiquette is asking for this from the customer before placing the call on hold and thanking them when returning.
What is permission?
If the caller does not have the confirmation number and PIN code, we can resend the confirmation email or perform this on the number listed in TED.
What is security call back?
You earn this number of points in Superpunch for every perfect shift worked.
What is .20?
You can log these types of calls by clicking on the phone icon in the top right corner of TED.
What is Non Reservation?
What is Verbal Communication?
In applicable situations e.g. Customer is anxious or distressed or has been caused some inconvenience, the agent should acknowledge the customer by providing this.
What is an Empathetic Statement?
This is not necessary to obtain when verifying security protocol for a partner.
What is the Partner/Hotel ID?
71% or higher is the goal for this KPI.
What is Email CSAT?
Never use this guideline when you need a response from an internal department.
What is Reminder?
This is a type of written communication, usually with a standard structure and style, that seeks to elicit a business response.
What is Business Writing?
This means to provide clear information about the customer's request providing an outcome for them where possible.
What is Manage Expectations?
What is an obvious error?
According to the Channel Selection guideline, you should do this if you need to send or receive a PDF attachment from the guest.
What is send email?
This is a pattern of behavior consisting of soft skills that are used to interact with customers on a call.
What is the Customer Interaction Cycle?
This section of the Quality Framework Guide describes if we ensured our customer felt heard, understood, and valued.
What is Customer Impact?
If the caller has multiple reservations, you must request these for each individual reservation.
What are Confirmation Number and PIN?
This describes the manipulation of systems and processes in order to avoid calls/emails.
What is Gaming?