Activities

Call Flow

Opening -> Contact Logging->Verification -> Vetting ->Resolution

Opening: “Thank you for calling, my name is ______ may I know you name please?”

                “How may I assist you?”

                -Acknowledge /Empathized

Contact Logging/Verification: Verify 2 information

Vetting: ”Ask customer to confirm reservation”

Tagging – Create Test Case

Resolution

Closing Spiel

PRE-SALES QUESTIONS w/ Answers

·       Add brother to reservation because he will arrive earlier
-We are not allowed to change the reservation name, but you may contact the hotel directly to make an exclusion for you and it will depends on the hotels policy

  • Using of Priceline coupon on any of the products

-You may only use Coupon to get discounts on a Retail & Express Deals purchases. You can use it on a hotel & car reservation

  • Customer want to book and wants to choose King Bed Type

–Yes you can definitely choose a king bed type as long as it’s a retail booking or the reservation is not part of express deals or price breaker. For express deals, there some that you can choose your bed type depending on the availability.

  • How does price breaker works?
  • We will provide 3 hotels, and one of the cx’s reservation is one of it but the customer can’t choose between the 3 of them. The hotel will be revealed after booking.
  • Check in late
  • This is actually depends on the hotel’s policy and availability. We greatly encourage you to contact the hotel directly regarding late check-in,
  • Cancellation, cx can’t cancel online
  • Inform cx that It’s not cancellable based on the Booking Policy
  • Things to bring for reservation
  • Government issued photo identification, Hotel confirmation, Credit Card
  • VIP program , Sign up
  •  For you to avail of the VIP Program all you need is to complete 2 successful with the same email ->>Any product with VIP logo
  • VIP member Cancellation
  • The ability to cancel depends on the type of booking and the cancellation policy associated with your reservation. Only trips that are completed count towards your VIP status.

Unsure

*Is it possible if one of the guest will check-in first?

                -as long as the credit card that was used is under the one who booked the hotel