Critical Impact

Agent Tyler is calling DG Sierra Locke to follow up on a refund process, at the time of calling he introduced himself and made sure he was speaking with Sierra, having done so he provided her the booking details. Is the Outbound verification complete?

• Yes, agent Tyler ensured he was speaking with an authorized user and provided the reason for the follow up

• No, when calling a Direct Guest after establishing that the caller is an authorized person Tyler had to announce that the call will be monitored or recorded for quality assurance and training purposes

TA Kyara called in to make a payment of 500 GBP to a booking, after the call she received an invoice showing a payment of 1500 GBP. What type of impact can this cause?

• This causes a Critical Impact since the payment was incorrectly processed

• No impact on the call since she can call back and simply request a refund.

DG Scott called in to check the cruise price on his reservation and wanted to compare the pricing his friend Diana got for her booking; yet he’s not on the reservation, Scott is able to provide you the booking number, sailing information and lead guest name and date of birth. What do you advise to Scott?

• Complete the verification process and provide him the price on Diana’s booking and explain the price difference for each reservation

• Provide him the promotions applied to the bookings for him to compare the rates

• Provide the price for his cruise and politely explain specific details cannot be provided on Diana’s booking and refer him back to the guest

TA George called in to book a new vacation for 2023, advised he’s a UK citizen but is currently residing in Spain, for the booking process you added him on the system as a Spain citizen. Was the process correctly followed?

• Yes, since he’ll be living in Spain by the time of the cruise

• No, system requires the citizenship information regardless of where the guest resides

• No, we should ask the guest what citizenship he prefers to show on the reservation

Richard called in to add the gratuities and waitlist My time dining for his cruise, we confirmed all changes were made; however, by the end of the call. the gratuities were yet the waitlist was not showing, and he had to call back to complete the change. Does this cause an impact on the call?

• No impact since he already called back, and the waitlist was completed

• Yes, it’s only a missed target since the request can be taken care of at a later time

• Yes, this causes a Critical Impact since the request was not completed as promised during the interaction

DG Liahm contacted us wanting to get a price for a sailing onboard of AN 15May22 for a family of 12 passengers, he clearly states from the beginning that is only looking to get the price, since he then has to show these details to the rest of the family. Once they decide if it’s the holiday they want, will give us a call back. Do I still have to make an attempt to close the sale during the call?

• Yes, regardless of their comments we still have to make the attempt.3. No, it is acceptable if we only offer the follow up from the outbound team

• No, the guest clearly states at the beginning that is not looking to book the cruise

DG Kelly is doing some research between cruise brands while she gets the confirmation of her time off work, according to her she should know in approximately 1 week if it was authorized and is able to cruise; therefore, she’s only looking to get prices right now. How should we proceed?

• Explain to her that prices are subject to change and advise that it would be better if she calls back to get prices next week.

• Provide the prices she’s after, promote the benefit of the reduced deposit to secure it and if she refuses to book simply tell her to call next week.

• Provide the prices she’s after and offer the follow up from the outbound team.

• Provide the prices she’s after, attempt to close the sale and if she refuses to book offer the follow up from the outbound team.

TA Lisa is calling to confirm the holiday for a couple onboard of WN 25Sep22, we managed to collect the details from her and confirm the stateroom along with the price agreed and the booking number provided. The sailing is far ahead at this stage, is it necessary to obtain her acceptance of the supplementary Covid-19 T&C’s?

• No, it is only applicable with direct guests

• Yes, it is applicable to all active sailings

• No, it is applicable to all active sailings for 2021

DG Hannah called in to book a cruise for her mother, she provided her mother’s name as Grace Hanson, the booking was confirmed under the name of Grace Hampton, not matching the travel documentation. Since the name is only misspelled it won’t cause any impact on the guest’s cruise, there’s no Critical Impact:

• True, she will be able to board by just showing her travel documentation with the correct name spelling

• False, the name being entered into the system MUST match the guest’s legal travel documentation