GE Welcome Deck TOG Flashcard

Front

What is CC Connect?

Back

CC Connect is a platform where you can find additional knowledge to assist guests.

Front

What does SVOC- View Transactions allow you to do?

Back

SVOC- View Transactions allows you to see a guest's past purchases.

Front

True or False: You must have the additional detail completed on your case before saving it.

Back

TRUE

Front

When do we create a case?

Back

We create a case for every call.

Front

What is the purpose of closing a case?

Back

The purpose of closing a case is to indicate that the guest's issue has been resolved.

Tags

CCSS.RI.3.3

CCSS.RI.4.3

CCSS.RI.4.5

CCSS.RI.5.3

CCSS.RI.5.5

Front

What does CCM stand for?

Back

CCM stands for Customer Care Management.

Tags

CCSS.RI.3.5

CCSS.RI.4.3

CCSS.RI.4.5

CCSS.RI.5.3

CCSS.RI.5.5

Front

What is the role of Encore in guest assistance?

Back

Encore is a resource for additional support and information for guest assistance.

Front

What should you do if you cannot resolve a guest's issue immediately?

Back

You should create a case to track the issue until it is resolved.

Front

What is the importance of documenting guest interactions?

Back

Documenting guest interactions helps in providing better service and tracking issues.

Front

What is an escalated call?

Back

An escalated call is a call that requires additional attention or higher-level support.