True or False 1
PSAT is the metric we use to measure the satisfaction of our customers when they contact our customer service, this does not include our partners
False. CSAT-R is the metric we use to measure the satisfaction of our customers when they contact our customer service, this does not include our partners
What is the mission statement of Booking.com?
Make it easier for everyone to experience the world.
AAA stand for?
Active Listening
Acknowledgement and Empathy
Assurance of Help
What does CSAT stands for?
Customer Satisfaction Survey
Customer Expert ensures that only mandatory information specified by the Guideline/workflow was shared with a third party i.e. confirmation on reservation, proof of charge, special requests, guest misconduct etc. (DATA PROTECTION)
TRUE
We receive survey if the
False - CPI stands for Contacts per Interval.
Measures our effectiveness in having the right people in the right place at the right time to meet customer demand.
Adherence / Attendance
CPI stands for?
Contact per Interval
How do we verify our customer?
(Reservation Number , Pin code, Name of the Caller , Relationship to the Booker)
Customer Expert should correct the traveler right away even if it causes interruptions, if there is a need to clarify the Guest’s concern. (LISTENING AND UNDERSTANDING)
FALSE
We need to verify the call first before we assist them.
True - Make sure to follow security protocol
Do the right think, Think customer first,Learn Forever,Succeed Together and Own It
Measures the behaviors that result in our ability to service the customer’s needs, and is determined through the evaluation of the service provided while adhering to business guidelines and booking standards.
Quality Score
How do we measure Quality Score?
Quality Score per Evaluation = Total Weighted Scores / Total Weight
When the traveler doesn't understand the Customer Expert explains again by paraphrasing and making sure the traveler is not confused. (Information Accuracy)
TRUE
CSAT 2.0 can be viewed by language and channels ( phone, picklist, chat)
False. CSAT 2.0 can be viewed by language and channels ( phone, picklist, messaging)
is the equivalent metric to CSAT, used to measure our partners’ satisfaction.
PSAT
Is the metric we use to measure the satisfaction of our customers when they contact our customer service, this does not include our partners.
CSAT 2.0
How do we measure CSAT-R?
(Number of Very Satisfied + Number of Satisfied ) / Total number of replied questionnaires
Customer Experts may express negative personal opinions to effectively convey empathy to Travellers, making them more heard and validating their concerns. (Listening and Understanding)
FALSE
65% is the passing score for CSAT-R
TRUE
It’s a simple view of the number of inbound customer contacts handled, by channel, and interval.
CPI
What is the exact question that our guests receive on the survey?
How would you rate your interaction with **agent name**
Customer Expert can disclose information without verifying details from the customer or ask leading questions.
(SECURITY)
There is no need for Customer Experts to repeat back key points, concerns or summarizes the request the traveler has raised as this does not demonstrate that they have grasped their situation correctly. (LISTENING AND UNDESRTANDING)
FALSE