Say Yes Review

What are common scenarios that need empathy? Choose all that apply.

• Birth of new child or pregnancy.

• Guest or member of the family lost their job

• Graduation or Job promotion.

• Guest or family member has a medical emergency.

What’s the best way to respond to a guest who is suggesting something you cannot implement right away?

• Thank you for sharing it with us. Unfortunately, we’re unable to implement this right now, but we will implement this as soon as possible.

• Thank you for sharing it with us. Unfortunately, we’re unable to implement this right away, but I know this will be implemented soon as we’re also getting the same feedback from other guests.

• Thank you for sharing it with us. Unfortunately, we’re unable to implement this right away, but you can still be hopeful for the future as I will communicate this to our leaders.

• Thank you for sharing it with us. Unfortunately, we are not going to implement that any time soon. You can call every week to check if it gets approved by our leaders.

When taking a call, how do you show compassion when listening to our guests? Choose all that apply.

• By seeking to understand.

• By taking long times to answer a question.

• By paraphrasing what the guest said

• By acknowledging the issue of the guest

John called in to cancel his cruise that will happen in a week because his mother died. What’s the best way to respond to him?

• I’m sorry to hear what happened. However, you can still cruise with us by taking any other family members or even friends.

• I’m so sorry for your loss. After you’ve mourned for your mom, you can go back to cruising with us.

• I’m sorry to hear what happened. Can you tell me more what happened to your mom?

• I’m so sorry for your loss. Please accept my sincerest condolences. Let me go ahead and check what we can do about your cruise with us.

What’s the best way to respond to a guest when you cannot offer what they want but you have an alternative solution?

• The reason we’re not able to offer this is that… but for now here’s what we can offer. Is that something you would be interested in?

• The reason we’re not able to offer this is that… but for now I recommend you to just stick to what we have. Is that something you would be interested in?

• The reason we’re not able to offer this is that… but for now just stay put and we’ll call you back. Is that something you would be interested in?

• The reason we’re not able to offer this is that… but for now we can have you cancel what you currently have. Is that something you would be interested in?

What is the most appropriate way to respond to a guest who is asking for a service we do not offer?

• That service is not available. Please call again in two weeks, to check if anything has changed.

• We cannot help you with that request. Is there anything else you need?

• We don't offer that service. Please check with another cruise line.

• Unfortunately, we do not offer that service. However, we can recommend a similar service that might meet your needs.

What are common scenarios that are related to their business with us? Choose all that apply.

• Long wait times

• Bad experience with a previous agent

• Previously disconnected

• Repeated/recurring issues about their cruise

Select all the options that define "Compassionate Customer Service"

• Taking an interest in our guest’s problem

• Using our manners (saying, please, thank you and powerful words)

• Jump to conclusions on what our guest needs.

• Feel motivated to assist them.

When taking a call, how do you show compassion when greeting our guests? Choose all that apply.

• By always addressing our members by their last name

• Being mindful of your tone.

• Syncing up to your caller's tone.

• By speaking casually

In every call, we like to SAY YES! How do we achieve this? Choose all that apply.

• Saying yes to whatever they request, even if we have to break some policies.

• By being efficient

• By offering alternative solutions

• By empathizing to our guest