Empathy
This is the first step in the Booking.com Empathy Formula (___ + Empathize + Ownership)
What is Acknowledgement?
For COVID-19, only reservations made before this date can be eligible.
What is 6 April 2020?
If the guest has not provided this, open the ticket Payment - Request help with unrecognized charge and let TED guide you.
What is proof of incorrect charge?
These should not be offered by CS if the partner is not willing to compensate.
What are goodwill gestures?
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 these.
What are empathy statements?
When Forced Circumstances can be applied entirely, always offer this first before offering a voucher.
What is date change?
In order to refund partial amount or the extra charges on a VCC, please send an email to CS PBB Support at this address.
What is cs.finance@booking.com?
If the guest is arriving in 1 to 7 days, we should give the partner this time frame to respond with details of an alternative.
What is 2 hours?
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?
Follow this guideline if the guest request to amend of cancel their reservation due to COVID-19 related reasons post FC.
What is Modification & Cancellation - COVID-19?
It is not necessary to contact the partner again to obtain this if they have sent written confirmation to waive cancellation fees.
What is the name and position?
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?
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 does not quality as proof of inability to travel.
What is having to quarantine?
When following the Refund Due to FC guideline, if the partner agreed (or no answer) to refund the VCC, advise the guest that they will be refunded within 30 days and set a reminder for this time frame.
What is 15 business days?
If a WPM claim is more than 100 EUR, you must do this prior to contacting your TL/Senior Line.
What is take a screenshot?
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?
What are No Shows?
In the agency model, this is the currency in which we should refund the guest.
What is the currency shown on the proof of charge?
In a guest misconduct complaint when sending emails to the guest and partner, always use these.
What are alias emails?
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?