Best Practice for PnC Quiz

G check out date: Apr 10, 2023 11:00AM

RC created date: Apr 27, 2023 12:35PM

RC sent to G: Apr 29, 2023 1:43PM

RC sent to Airbnb for review: N/A

- H stated “I checked my house and found the table was broken after you left, I sent the table to repair and will let you know the repair cost.” at Apr 18, 2023 11:34PM in MT

- H contacted Airbnb, and R2 escalated the case to claim and assigned to you in Aircare at May 12, 2023 1:56PM

Should you continue to mediate the case or submit case due to case should be denied?

• Continue to mediate the case

• Deny due to MSD

• Deny due to HDPPRF was not signed

• Deny due to MSD +

  HDPPRF was not signed

You called H (Mike) due to H requested call to discuss the claim issue.

You: Hi, I’m XX calling from Airbnb Claims team, am I  speaking with Mike?

H: Yes, I’m Mike’s wife, Jenny, why haven’t you paid us the damage, I gave you all the information.

You: Hi Jenny, I would like to inform you that call is being recorded for quality and training purposes, are you okay with this?

H: Yes, of course, what happens to the case…

5 minutes later, the call dropped accidentally...and you called H again…

You: Hi Jenny, sorry the call was dropped just now, let’s continue our conversation.

H: I’m Mike, Jenny’s my wife, I was busy just now, how’s the claim going now…

5 minutes later…

H: Hi XX, I’m a little busy right now, I’ll let my wife on behalf of me to continue the discussion…

You: Sure, no problem Sir.

H: Hello, I’m Jenny, I heard that you asked for…

You: Yes, regarding the claim, I’ll need…

In this call, what error(s) you have made?

**Please select 3 answers**

• You should not discuss claim case with 3rd party who is not the account holder

• You should not discuss claim case with 3rd party, even account holder agreed

• After a call is dropped, you need to proceed call authentication

• After a call is passed to 3rd party, you need to proceed call authentication (confirmation of call recording)

Select the item(s) which is/are considered as Personal Identifiable Information:

**Please select 3 answers**

• Bank monthly statement

• Driving license number

• Purchase receipt contains H’s name and credit card last 4 digits

• Another H’s signed HDPPRF

• Photo of damages to table from another case

Select the item(s) which is/are not eligible to cover under HDP:

**Please select 4 answers**

• H claimed broken table, you found G actually relocated to another listing due to the original listing was inhabitant via MT

• H claimed broken elevator panel, you checked and found out listing is actually a luxury 3-level bungalow

• H claimed broken patio table, G said it was the strong wind destroying it on second night of the stay, you checked the weather around the listing and found out it did have unusual strong wind on the date G mentioned

• H claimed broken chair with G stayed from Apr 22 - 24, 2023, you noticed the EXIF data of the broken chair states as Jan 24, 2023 1:44PM

• H claimed broken shower head, G said “I admitted that I accidentally broke it but it’s not worth the price, the shower head is very old and full of rust!” and you can see there’s rust on the shower head

Email from Guest: I did not do any damages. I would like to speak with someone so that I can explain in details.

What should Support Ambassador do?

• Ask the Guest to reply in email instead since we will require supporting documentations showing Guest did not do the damage

• Set up OBC with G

• Provide a hotline number for Guest to call in

Jan 6, 2023 

12PM : Support Ambassador sent email to Host informing that the case has been denied due to MSD

12:10PM : Host ask for Claim update via a NOVA ticket and the ticket was merged to AirCare

12:30PM : SA is about to close the case and inform Guest of final action

What should Support Ambassador do?

• Support Ambassador should ignore the NOVA ticket since H has been informed of the case denial via email

• Support Ambassador should inform the Guest of final action and close the case

• Support Ambassador should send another email informing Host that the case has been denied and inform Guest of final action before closing the case

The following is part of a conversation between Support Ambassador and Host via a phone call

SA: I would like to reiterate that.. (Host speak before SA could finish the sentence)

H: No, you don’t understand. I have already filed for the Claim within…. (SA speak before H finish the sentence)

SA: Sir, please allow me to explain our terms and conditions

H: But you are not understanding my situation. I told you multiple times that…. (SA speak before H finish the sentence)

SA: Sir, I do understand however based on the Host Damage Protection terms and conditions, we are not able to proceed with your Claim request

H: I will never use Airbnb again. (H proceed to end the call)

Did the Support Ambassador handle the call correctly?

• Yes, SA has tried his/her best to assist H while still following the terms and conditions. It is understandable for SA to be firm to H because the case is not eligible for HDP regardless of H situation.

• No, SA should have allowed H to finish his sentence and listen to H’s situation even though the case is still not eligible for HDP

SA sent email informing H that the case is denied due to MSD

Host replied “I don’t think you know how to do your job. Let me talk to your supervisor”

What is the next action that Support Ambassador should do?

• Set up OBC with Host before escalating the case to supervisor

• Send “Unhappy - Host” macro and close the case

• Consult Lead to disengage

• Inform Host that there is no supervisor available and Host can only speak to SA (as SA would like to close the case as soon as possible)