Overview
This refresher course aims to update and reinforce essential knowledge and skills in the Customer Service process. Agents will revisit key concepts and practices, ensuring a comprehensive understanding of our organizational workflow. The course will emphasize practical applications and real-world scenarios to enhance proficiency and confidence. By the end of the course, participants will be equipped to apply their refreshed knowledge effectively in the day-to-day handling of partner concerns, thereby improving performance and achieving better outcomes.
Daily Mapping Check
Hotel Name Change status should be raised to tech support channel.
Mapping Error status should be raised to tech support channel.
○ If tech confirmed that it is correct mapping and supplier has the old name of the hotel, make sure to change the status on the file from Mapping error to Supplier wrong hotel name/address
Client at fault
○ Send an email the client to know what property was booked from their end.
○ Once confirmed that the mapping error occurred on their end, ask whether they would like to ask help in confirming the booking at the supposed property. However, price difference should be covered by the client.
Supplier at fault
○ Send an email the supplier to know what property was booked from their end.
○ Once confirmed that the mapping error occurred on their end, ask the supplier to make sure that the booking was confirmed at the original property
RTX at fault
○ IF the incorrect property is within 6km from the original property booked by guest, offer the
alternative hotel to the client OR CFOC.
○ IF not within 6km, offer CFOC
○ IF client insists to confirm the original property, inform your TL for them to review our contract
with the client or rebook.
○ IF client asks for compensation, we can only offer 10% or USD100, depending on which amount is
lower. We DO NOT offer both. We also state the exact amount of compensation.
○ IF TL opted to rebook the booking, TL to inform RMS first regarding all the changes such as
the cancellation policy, change in bed type, etc. and RMS to confirm with the client whether
they agree. If yes, ask TL to proceed to rebook.
Once the client declines the alternative hotel which is confirmed on our end, create an email to supplier
○ IF still refundable - ask supplier to cancel BUT do not cancel on our admin portal
○ IF non-refundable - ask supplier to waive the penalty and ask for refund
■ IF supplier denied the refund, call the hotel.
■ IF we were able to secure waiver from the hotel, inform the supplier and resolve
the ticket.
GENERAL KNOWLEDGE
● New created tickets via automation are NOT for merging.
○ Work on it if it is a valid ticket/request
○ Execute the new ticket if it is not a valid ticket
○ Do not merge the new ticket to the existing one.
● If the ticket is still open (eg., initial concern is Relocation then the client sent a special request)
RMS will still work on the case/request.
●IF Gen CS received another ticket whatever the concern is, and the ticket is handled by RMS, merge the ticket to RMS original ticket.
Bed type is not guaranteed to clients
On admin portal:
"Description" is not guaranteed but is just a normalization for description used by our tech team.
"Supplier description" is the one guaranteed. This is what we can chase supplier for.
- If Supplier description contains bed description, we chase suppliers
Examples are Twin Room, Double Room, Triple Room, King Room, Queen Room.
If room type states 2 or more description such as Twin or Double Room, bed is subject to availability.
If room type states Standard Rooms, Deluxe Rooms, Suite Rooms, and no bed description, hence bed is not guaranteed and is subject to availability as well.
If we encounter cases where supplier disputes beds indicated in the supplier description, please raise to tech support, tag Ayra Mae and Jin Wee Lee
New ticket created automation DOES NOT WORK on outbound emails or emails that we are the one who sent it out initially (i.e. supplemental supplier tickets or forwarding client tickets).