NORTH STAR
Something has gone wrong with the guest's reservation, and this is us overcoming challenges or difficulties.
What is Resolution?
This principle is communicating clearly with our guests to set appropriate expectations and keeping them informed on the resolution status.
What is “Resolve It”?
This voice characteristic asks us to use fewer words to express what needs to be said.
What is “Concise/Conciseness”?
This is the Average Handle Time in responding to emails.
What is “10 minutes”?
Our goal for Messaging is to be freaky fast and respond to SMS and Chat messages from our guests within _____ minutes.
What is “three (minutes)?”
This gives the percentage of Interactions for which the guest did not have to reach back out to us within 7 days about the same issue.
What is Fix Rate?
This principle involves using warm, reassuring language, listening carefully, and empathizing with guests.
What is “Build a Connection”?
This refers to the attitude or approach that the speaker, or writer takes toward the subject, characters, or audience. It's conveyed through word choice, style, and perspective.
What is “Tone”?
This punctuation mark comes when a pause is needed.
What is a “comma”?
This is a pre-written message used to answer frequently asked questions or common inquiries quickly and efficiently.
What is a “canned response/template”?
This metric shows the average time it takes for a rep to receive an interaction, communicate with the guest, and finish all related work.
What is Average Handle Time (AHT)?
These are the three (3) Sonder Service Principles.
What are Build a Connection, Take Initiative and Resolve it?
This is informal conversation, often used to start a conversation or fill awkward silences. It typically involves light, non-controversial subjects.
What is “small talk”?
This is our opportunity in an email to say Hello to the guest! You want to address them by name, as it makes the response more personal.
What is “Salutation”?
Paused chats that are waiting on the guest will be auto-closed when the owner goes offline or is Paused for XX amount of hours.
What is "5 hours"?
This mindset describes that every problem has a solution, and that we allow our guests to fully explain the problem before making suggestions.
What is a “Solution-oriented (mindset)”?
In Sonder, this is a humble, never-ending pursuit. This requires curiosity, empathy, generosity, and an intrinsic passion for improvement.
What is “Better”?
This principle reminds us that we’re humans, not robots, and we act like it! We use emojis and casual language, and we match our style to the communication channel and guest.
What is “(being) Modern”?
This part of an email is to summarize, provide a final thought, or offer an action point.
What is “Closing Statement”?
Carol asked Jude if she can pause chats while she’s on Training to complete a Workday Weekly Digest.
What is “No, you should close the chat/s (and create Follow-ups as needed)”?
The question you should ask yourself if you're using Resolution as your "North Star".
What is “Would the guest need to reach out to Sonder again for this issue?”
This principle tells us that we take care to follow all process steps, we give feedback on our products, tools, processes and spaces, and we anticipate future issues or requests for both current and future guests.
What is “Take Initiative”?
This principle is when we address those guest needs, we use positive, approachable, courteous language.
What is “Friendly”?
This part is used to introduce the purpose or topic of the email and grab the recipient's attention.
What is “Opening Statement”?
Hope the rest of your stay goes smoothly.
Thanks! Have a great day!
Enjoy your time at the pool!
Have a great weekend.
We’re excited to see you soon!
What are “examples of good endings to a chat conversation”?