Tech Issue Agent Call Handling Quiz

Tech Issue Agent Call Handling Quiz

Professional Development

20 Qs

quiz-placeholder

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Tech Issue Agent Call Handling Quiz

Tech Issue Agent Call Handling Quiz

Assessment

Quiz

Hospitality and Catering

Professional Development

Hard

Created by

Valdo Varelleo

FREE Resource

20 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What should the agent do at the beginning of every call?

Ask for the booking ID immediately

Greet the guest politely and introduce themselves

Apologize for the issue

Contact the Property Manager

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

When a guest is denied check-in due to a system issue, the agent should:

Ask the guest to cancel directly

Apologize and confirm the issue

Blame the property manager

Escalate immediately

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

If the Booking ID (BID) is not showing in CRS, what should the agent ask for?

Guest’s passport

Guest’s email address

Guest’s booking voucher

Guest’s payment method

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

How can the agent contact the Property Manager (PM)?

Only via WhatsApp

Use contact information on the CRS Hotel Page

Ask the guest to contact them

Email the PM later

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

If the booking is visible in CRS but not in HMS, what should the agent ask the PM to do first?

Call OYO support

Refresh HMS or re-login

Cancel the booking

Turn off the system

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

If the PM refuses to give check-in after trying all steps, what should the agent do?

Ask the guest to leave the property

Raise a complaint against the PM

Shift the guest using Lifeline

Close the ticket immediately

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

If both CRS and HMS do not show the booking, and the property is confirmed to be an OYO hotel, the agent must:

Ask the PM to mark it manually

Raise a Seek Ticket under Tech Support

Tell the guest to pay again

Transfer the call to OTA

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