Salesforce
This is a reservation, reporting, and case/booking management system where the booking is housed for Viator's internal reference after it is made on the Viator website.
Salesforce
This isn't just a symbol of Paris but a symbol for all of France. Erected by Gustave Eiffel to commemorate the centennial of the French Revolution in 1889, the 1,050-foot (320-meter) tower once held the title of the world's tallest structure. This remains one of the most recognizable landmarks on the planet.
Who can make changes to a booking?
Customers, Travel Agents/Partners and Suppliers
Death/ Hospitalization Refund Requests Received Post Travel
What is the next step if supplier denies the refund?
Escalate the case to T3
What do we require the DP to do for Pre-booking inquiries and post travel refund request and complaints?
Submit in Writing
This field is used to search for cases, bookings, customer names, email addresses, supplier IDs, tour code, travel agent accounts, internal knowledge base, etc.
Search Field
This is a humbling testament to nature’s power. Carved by the mighty Colorado River, this northwestern Arizona wonder is 277 miles (444 kilometers) long and more than a mile (1.6 kilometers) deep. It’s no wonder this park is one of America’s most popular attractions, with over 6 million annual visitors.
Grand Canyon National Park
Before processing the amendment, you'll want to check the product’s Booking Details. What are those?
Travel Date
Availability
Terms and Conditions
The Travel Date, T&C's, and timestamp of the customer's request will inform us if the amendment is possible and the Sales Type will tell us how we need to communicate the change to our customer & supplier.
What do we need to confirm first when handling a supplier no show refund request?
We need to confirm with the customer that they were at the correct meeting point or pickup location.
We must utilize the one click option whenever available on salesforce for Dynamic Partner bookings. Yes/No?
Explain your answer.
We do not use One click for DP cancellations and one click amendments as it sends out incorrect templates to the DP.
By clicking this button, it will ensure that your Salesforce connection is secure.
VRS
The ______ is an inspiring symbol of American engineering, built during America’s Great Depression as the then-largest dam construction project in the world. Travelers have flocked here for decades to see picturesque views of Lake Mead and the Colorado River, and today, the dam receives more than 1 million annual visitors.
We are not contacting suppliers for this type of products. This includes inquiries, amendments, refunds, etc.
Viator Sponsored Products
How do we handle customer pushback?
If the case has been handled correctly:
If a final resolution has already been sent:
Leave case notes and NAR
If the case has NOT been handled correctly:
Make the necessary corrections
Fill out the appropriate agent feedback form(s)
Additional Documentation SubmittedIf the customer has submitted additional documentation to support their claim, please:
On a Dynamic Partner Booking, what do we do for refund denial pushbacks?
We send `DPT - Refund denied FINAL_en and then resolve.
This tool will able us to verify if a customer is a Tripadvisor Plus Member.
Plus Search
Sandwiched between the sizzling beach scene of Miami and the glitz-and-glamour of Boca Raton, this city offers respite for travelers seeking the simple pleasures of a Florida vacation. Although it has a past reputation as a spring-break party destination, the city has come into its own over the past couple decades, with a renovated waterfront, a burgeoning culinary scene, and daydream-worthy beaches bringing rightful attention to the “Venice of America.” What city is this?
Fort Lauderdale
What are the types of cancellation policies? Explain the policy for at least two.
Free Cancellation - Bookings may be cancelled without penalty up to 24 hours before the experience's start time
Moderate - Bookings may be cancelled without penalty up to 4 full days before the experience's start time
Strict - Bookings may be cancelled without penalty up to 7 full days before the experience's start time
Non-refundable
Cite at least three (3) scenarios where you will need to escalate a refund request.
Urgent Refunds - Escalations
The following scenarios are defined as "urgent refund escalations".
The Supplier can use CLC to message the customer once the travel date has passed.
True or False
False
It is a distribution engine where work can be assigned to you. The work distributed can either be chat cases, email cases, or both chat and email cases.
Omni-Channel
An archaeological marvel, a UNESCO World Heritage site, and one of the world’s most enigmatic tourist attractions. The site itself—a circle of gigantic stones standing in the heart of the English countryside—is made even more impressive by its mysterious history.
Stonehenge
We DO NOT want to cancel and rebook reservations that can be amended for these reasons. Specify at least one.
Space is released when the original reservation is canceled and then rejected due to no space on the new reservation.
Canceling and re-booking for amendments ties up funds for customers.
This impacts our suppliers as they are not sure why we are canceling a booking when it could have easily been amended.
Name the scenarios where we can cancel/refund the booking with full recovery from the supplier – inclusive of ASF and DP bookings.
Duplicate Bookings
Pre-Travel Deaths
Pre-Travel Hospitalization
SGESignificant global event
DP Booking
June 1 – Agent 1 submitted the refund request. There was no response from the supplier.
June 2 – Agent 2 sent the chaser email for the refund request.
June 3- still no response. What does the 3rd agent need to do?
Process the refund. DP bookings must have a final resolution WITHIN 72 hours of first contact.