WorksheetsID&V Procedure Quiz part 2
Total questions: 15
Worksheet time: 13mins
For outbound calls No pre-recorded messages are currently given, which means we must tell people that our calls are recorded for training and quality purposes. If the third party does not wish to have the call recorded, you will need to end the call. True or False?
True
False
Before transferring a call to a colleague what you should do?
Advise if ID&V has been passed
Provide the Booking Id and the customer query
No need to do anything just transfer the call
Inform the customer language
The person receiving the call must always ask the person transferring the call if appropriate data protection checks have been completed with the caller before the transfer takes place. True or False?
True
False
ID&V checks no need to be completed each time a call is transferred or each time a customer calls. True or False?
True
False
If you are transferring a call, before the call transfer takes place what kind of memo you should leave?
A memo with the Booking ID
A memo with the Booking ID and customer query
A memo stating “ID&V COMPLETE”.
None of the above
For calls transferred from any department outside of Rides CS a full ID&V process must be completed even if they have previously passed ID&V with the person transferring the call. True or False?
True
False
The Identifiers that are not accepted are the following
Passenger name and email address
Passenger phone number and email address
Amount of passengers, Return trip or single (not the booking/trip ID) and Supplier or driver name
Pick-up date and Passenger name
If a customer is contacting us regarding multiple Bookings what should we do?
ID&V needs to be checked against each booking, however if information was provided that is repeated on the other bookings, we do not need to ask these questions again
Just pass ID&V in the first Booking
Pass ID&V in every Booking even though the information provided is repeated
None of the above
When the customer contact us for multiple Bookings If one of the identifiers does not match the other booking(s), you will need to verify additional information from the list of accepted checks until you have verified 3 pieces of information. True or False?
True
False
When Travel Agents, Personal Assistants and other representatives contact us what should we do?
Request 3 pieces of information
We will still need to comply with GDPR and confirm the information with the Main Passenger. We can still converse via the correct email address
Request an email from the email address in the Booking
None of the above
When Travel Agents, Personal Assistants and other representatives contact us alternatively, you can advise the representative, if they have access to the booking, they can add themselves in the Comment Section as having permission from the Main Passenger to speak on their behalf. This will allow us to communicate with them over the phone. True or False?
True
False
When a customer sends multiple tickets, you must verify, before merging, that they are related to the same question. True or False?
True
False
What risk you take when merging tickets from the same email address without verify the Bookings and the types of queries?
None we should merge all tickets coming from the same email
Since the same email address can be used for different Booking and main passengers the risk is that unrelated 3rd parties will see the personal information of other customers.
The customer will get confuse on which query we are replying to
None of the above
If the customer reports a complaint, and they have not passed ID&V, what should you do?
Open investigation only with customer
Open Investigation with both Customer and Supplier
Send ID&V fail Macro
Call the customer to assist with passing ID&V and allowing a faster resolve. Once ID&V is passed evaluate if is necessary to open an Investigation
Customer data should never be written down on paper or notebooks. When seeking assistance from support advisor or manager use the ticket ID number from Zendesk to locate the customer contact. True or False?
True
False
