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WorksheetsCSP - B.Quality Quiz!
Total questions: 18
Worksheet time: 9mins
Which below options are considered as the importance of “Quality Framework” ? Please choose all applicable answers.
It gives you a practical structure of how your work will be assessed while driving the best customer experience.
It summaries behaviours and skills we drive in CS regardless the role when supporting our customers.
This framework provides a baseline of what quality is in CS for Booking.com.
Quality Executive/Team Leader use Quality Framework as a guideline in order to evaluate the case performance on phone, non-phone or messaging. Driving agent engagement and effortless customer experience.
Which agent breached the security protocol?
Dumbledore transferred the line to a CSG agent once he had identified the caller as a guest without fully verifying the caller first.
Sirius re-verified the partner caller after a CSG agent transferred a call to him as he found that the CSG agent didn't mention about caller verification in the transfer note.
Ginny verified property name, caller's name and position but did not verify the property ID before guiding a partner on how to load rates.
Lupin gave email alias of a guest to a partner after he had fully verified the caller with the property name, caller's name and position.
Which agent correctly used a follow-up note?
McGonagall sent a follow-up note to a partner after guiding them where to find the latest commission invoice.
Umbridge sent a follow-up note after guiding the partner to load availability, so as to make sure that the partner got the instructions right.
Peter didn't send a follow-up note to a partner after changing the star rating for the partner as the change is clearly showed on the front end already.
Cho Chang sent a follow-up note to a partner after setting up a policy group for them.
Which agent did NOT correctly welcomed a caller?
"Hello! Thank you for calling Booking.com. Newt Scamander speaking. How can I assist you?"
"Greetings from Booking.com. This is Viktor Krum. What can I do for you today?"
"Good day! My name is Fleur Delacour from Booking.com. How can I help?"
"Hi! Thanks for calling Booking.com. I am Ice. Can I have your hotel ID, please?
Which agent will be marked down under Listen part?
Brown changed restriction rights for one of the accounts of a property to no minimum stay through even though the partner asked her to set at 2, as she think it was better.
Rita let a caller told his long story without trying to interrupt him to complete the security protocol first.
Fudge used verbal nods while listening to a partner's complaint.
Malfoy repeated keypoint with a caller to assure that he understood the issue of the partner correctly.
In which situation that agent is not required to show empathy?
A partner complain about a high volume of no shows that is harming her business.
A partner report about guest misconduct case.
A Booking Home partner request to remove all negative reviews due to change of ownership.
A Booking Home partner request to terminate contract with Booking.com due to health problem.
Which one is Not a part of Hold etiquette?
Providing reasons for holding.
Asking for agreement.
Checking for additional request.
Showing appreciation when get back.
Which agent incorrectly log note/phone logs ?
Daniel called back to partner and ticked "call back done" box in phone log.
Babara logged all necessary information in the notes, e.g. "partner's concern" , "what she guided and told partner".
Charlie has successfully verified accommodation name , caller's name & position, so he ticked 'Caller identified box'
Toto write note in partner page when partner is asking about property related question on top of reservation related request.
Partner requesting change room name from Deluxe Double Room with Balcony to Deluxe Double Room as they could not do it via Extranet. You have called back and what next would you do ?
Perform room name change on behalf and check if there is pending reservation for this room, sending follow up note.
Ask partner to send request via inbox and inform partner that will forward case to content.
Guide partner as much as you can and send partner "change a room name template".
Advise partner to delete room and guide on how to create new one.
Partner needs to opt out from PbB Hybrid model due to unable to charge virtual credit card for latest booking . Please select the best & correct following actions & options
Advise partner to contact Credit Control department for the request.
Guide partner to opt out and advise that payout wil be after check out 1 month.
Gather detail and forward to CSG for escalation to pay.ops.
Check if partner has sucessfully charge any vcc before, if never, then guide to opt out with indicate receive payout via bank transfer .
Which of the below agents "Connect" with customer acknowledging their concern and show empathy ? Please choose all applicable answers.
Sean shows no interest to talk to the customer, tone of voice sounds monotone, bore or irritated
Ice maintains a composed and polite tone of voice throughout the call, despite dealing with an angry customer.
Mintra says to customers who express discontent or are downright angry that "I'm sorry that happened to you, let's see what we can do to resolve the situation."
Ning creates a positive tone and shows customers that their comfort is her priority by saying “I’m sorry to hear that .............” and “I understand why it is frustrating for you."
Which of the below options are "True" about below statement? (Please choose all applicable answers.) "Regardless whenever, wherever the guest, partner and other customers are contacting us:"
We want to have one voice as our customers perceive us this way.
We want to be consistent and aligned in the support we give.
We want to create the best quality customer experience!
Partner calls and request us to send review invite for specific guest , What would you do?
Check review status in Extranet and warm transfer case to CSG
Inform partner it's not possible because guests receive an automatic review invitation via email. If needed guest should reach CSG line directly.
Go to Extranet > Internal tab > Customer Reviews and resend from there.
Ask partner to send request via inbox so you can forward to Guest Review team.
The caller says " Thank you for helping me". Which below options is considered as inappropriate“Closure” ?
"Bye."
"No worry , Thank you for calling."
"You're most welcome. Goodbye."
All above
Babylon hostel has just opened/bookable for 27 days and now the owner wants to change their property name. What would be the correct ticket to choose?
New Partnerships - NP: Information about property name.
New Partnerships - NP: Modify property name.
Property details - Change my property name.
Non of above
You are on picklist and receive message from partner "Hi there , we have customer Mr.Roger arriving tomorrow and we will not be able to accommodate him due to our hotel is fully booked , please cancel it , no charge."
What is the correct action to solve this case?
Close the room on behalf and send note to partner as well as asking for reservation number.
Call partner asking for reservation number , reassure partner knows how to close room and then warm transfer the case to CSG.
Reply partner asking for reservation number , any other affected reservation and
also inform partner how to close room.
Choose "Forward to CSG" ticket and forward it to CSG picklist.
What do you advise when a property ask when they will be paid for the PbB reservation?
For BT: the payment will be done before the 15th of each month, based on the check-out date of the original reservation. For Hybrid model, partners get a virtual card at time of booking and can charge it from check-in date or after the booking was made for NR bookings. Partners can access the card information for 2 months after check-out.
For BT: the payment will be done on a weekly basis. For VCC, partners gets a virtual card for each reservation immediately after confirmed.
For BT: the payment will be done before the 15th of each month, based on the check-out date of the original reservation. For Hybrid model, partners get a virtual card at time of booking and can charge it from check-in date or after the booking was made for NR bookings. Partners can access the card information for 3 months after check-out.
Call the Credit Control to check the invoicing date in the Extranet.
Which of the below options are not true about “Human Touch” ? Please choose all applicable answers.
Acknowledge, empathize and clarify if needed, never make assumptions.
Manage expectations by clearly communicating the course of action and what information is needed from customer.
Take ownership of the case and aim for an effortless experience.
Proactively offer options and solutions
