WorksheetsVolume
Total questions: 11
Worksheet time: 10mins
The Host notified the Support Ambassador of their need to cancel, and the Support Ambassador didn't ask any questions about the reason to determine whether Host might qualify for EC.
Didn't ask all necessary probing questions
Provided incorrect and/or incomplete information
Didn't conduct a thorough investigation
Didn't submit bug report
We capture the Support Ambassador’s opportunities in using different tools to investigate the user’s issues. These tools include the Nova user’s profile, Nova reservation page, Resolution Center, Airbnb website, Screen Share. Including all the functionalities within each of these tools.
Misapplied or Incorrectly removed user account frictions
Solved the ticket before resolving the issue
Didn't use all tools, resources or techniques available to find a resolution
No sepo
The Support Ambassador told the user they had 30 days after a home reservation to leave a review
Misapplied or Incorrectly removed user account frictions
Failed to follow one or more steps of the workflow
Applied incorrect severity and enforcement Actions
Provided incorrect and/or incomplete information
The ambassador set a deadline that was not in line with the workflow
Gave inappropriate options in the circumstances
Mis-applied a policy, made an incorrect determination negatively impacting a community member
Misapplied or Incorrectly removed user account frictions
Improper use of no survey tags
Ambassador informed the user that they will set the case to pending
Response was unduly delayed
Failed to follow one or more steps of the workflow
Disclosed sensitive Airbnb information (including other Support Ambassador details)
Misapplied or Incorrectly removed user account frictions
The ambassador signed off their email or message with their name
Failed to follow one or more steps of the workflow
Failed to gather information or documentation
Applied incorrect severity and enforcement Actions
Failed to understand the user’s situation
Support Ambassador failed to apply appropriate screen share macro as per Screen share tool workflow
User agreement record error
Improper use of Nova tags
Inefficient interaction handling
Nova Guide error
Upon receiving a reassigned case from their own team or service (e.g. CE ambassador taking over a reassigned CE case), the ambassador introduced themselves when they sent a message to the user
Failed to follow one or more steps of the workflow
Mis-applied a policy, made an incorrect determination negatively impacting a community member
Gave inappropriate options in the circumstances
Compliance
Support Ambassador hid a disputed review that should not have been removed.
Misapplied policy
Mis-applied a policy, made an incorrect determination negatively impacting a community member
Intentionally advised a user how to circumvent Airbnb’s policies and/or penalties
Improperly accessed user accounts
Ambassador made more than 3 attempts to send the pin authentication on the same phone number
Response was unduly delayed
The ambassador recognized the need to issue a loss but failed to do so.
Failed to follow one or more steps of the workflow
Authenticated manually but did not follow the process correctly
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