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WorksheetsQuality Assurance
Total questions: 10
Worksheet time: 5mins
Choose the best Assurance Statement:
I can help you with that.
I would be happy to help you with that.
I would be happy to help you change your flight.
I don't know if I am able to change this flight.
Choose the item NOT needed in a mini-recap:
Date of Travel
Car Rental mileage agreement
Origin of travel
Car Rental Company
Which question is not used in good call control?
Do you prefer window or aisle seating?
What class of service should i book this flight in?
Do you need a hotel or car rental for this trip?
Is there anything else I can assist you with today?
When is a full recap needed?
When booking a car rental
When booking a hotel
When exchanging a flight
When voiding a ticket
All of the above
Which is the best choice to "restate and clarify"?
"Bob, so you're going on a trip next week and you want to change it?"
"Bob, I see that you have a trip planned for next week to Chicago, is that correct?"
“Bob, I am happy to help you change your Chicago Marriott Courtyard reservation for December 23 through 25 to checking out on December 26. Is that correct?”
"Bob can you please describe the trip you are talking about?"
What preferences can you NOT find in the ATB?
FF - Frequent Flier Number(s)
Airline Seat preferences
Preferred Car Vendors
Preferred Menu Items
Choose all topics that are appropriate for conversation used to build rapport:
Dress size
Tourist Information for the area of travel
Religion
Weather
Politics
Choose the three items required to verify when the account isn't fully authorized:
Email address of the account
Social Security Number
Caller's Name
Credit Card PIN
Traveler's Name (if the caller is TA or TM)
A good empathy statement... (choose all that apply)
is authentic
has no feeling
comes at the very end of the call
includes an example of how you relate to the caller
is made early in the call
Egencia's expectation for our QA score is:
80% or better
90% or better
85% or better
100%
