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WorksheetsQA quiz
Total questions: 7
Worksheet time: 4mins
If a call came pre authenticated what information you should confirm with the user prior to continue with the call?
Phone number, email address
DOB, payment or payout method and name of the account holder
Name of the account holder as appears on the Airbnb account
Name of the account holder as appears on the Airbnb account, phone number, email address, payment or payout method or DOB
If after a call you send a follow up message you should also add admin notes in your ticket with the relevant information of the case.
True
False
How many times a user has to requested a supervisor/manager before we escalate the case?
1
0
2
5
A Guest wants to split the payments of a reservation and he can do it by only selecting the Payless upfront option in the booking process and doesn't matter the dates or the payment method.
True
False
Select all the steps that you have to follow in the hold procedure:
Set proper expectations about the hold time
Let the user know why you require hold time
Have the user's permission to place them on hold
Appreciate the hold time
Apologize for any long hold if applicable
When leaving a voice mail for a call back that was not answered by the user you should disclose this information:
Your name
Explain that you're a support Ambassador from Airbnb team
Inform the problem to the user or reason of the call
If there's any reservation you should also provide the reservation code so the user can be informed about the situation
Let the user know that you attempted to contact him/her but as you didn't receive any response you'll follow by OBM/OBE
Conference/three way calls are allowed unless the account holder is not present during the call, if it was authenticated properly you can continue normally.
True
False
