You never want to sound like you are speaking in _______
when talking to guest.
monotone
100
Never use the ______ _______ to place someone on hold.
mute button
100
True or False. You can include your personal feelings about a guest in your notations in Clarity.
False
100
What type of behavior will not be tolerated on the phone?
rude and/or discourteous behavior.
200
All messages MUST be returned with _____________.
24 hours
200
Effective speaking begins with your _______ inflection.
vocal
200
What is the proper procedure if you need to keep a person on hold longer than 2 minutes?
Ask the guest to schedule a call back.
200
Name two actions that are considered to be automatic disqualifiers.
Account not verified, account not documented, no cancellation policy disclosed, personal phone calls, Reservation misbooked, compliance issues.
200
If you are unsure of how to pronounce the guest's name, what should you do?
You ask them.
300
As a customer service agent, what should you practice in order to handle a guest inquiry?
Practice One Call Resolution.
300
Repeating the same question multiple times indicates what?
That you don't care and are not listening to the guest.
300
How long do you have to wait to hang up when the guest puts you on hold?
3 minutes.
300
What is the acronym you must follow for verifying an account? What does each letter stand for?
VAPE - Verify Address, Phone Number and Email Address.
300
What 2 steps do you take when you are closing a call?
Summarize the call and extend your gratitude.
400
What do we try to avoid saying when we are answering a guest's questions?
One word answers.
400
_______ and ________ are two of the most neglected tools in public speaking.
Pauses and silence.
400
What is the only exception for an agent to not quote the cancellation policy?
When a guest requests a team member to stop.
400
When documenting the information for an account, what must you be?
Clear, concise and straight to the point.
500
We never say "no" while we are on a call with a guest. What should we do to help ensure that we don't say no?
You should give an explanation and another option so that both you and the guest can say, “Yes.”
500
What is the acronym for proper public speaking? What does each letter stand for?
VIPERS - Voice Quality, Inflection, Posture, Energy, Rhythm and Silence.
500
What acronym do we use to describe the proper procedure for placing a guest on hold? What do the letters stand for?
We use RIGHT:
R – Request permission
I – Indicate the time of the hold
G – Get agreement before placing the guest on hold.
H - Hold time 2 minutes or less.
T – Thank the guest by name.
500
What is the procedure for handling Special Requests?
You put the request into notes and send a detailed email to Urgent Requests.
500
Once you realize that you cannot live up to a guest's service commitment, what do you do?
Take ownership and call the guest back before they call you back!