Non Lodging Chat NPS Scrubbing Form - 2022 Revised

Welcome!
Detractor scrubbing form for Non Lodging Chats only.
Kindly Fill Out the Form Properly
Name: 


A red asterisk (*) indicates required questions.

  1. Agent's Name*


  1. Agent's Employee ID (Do not include "u")*


  1. Agent's Voyager Login
    (wmnxxxxxx)*


  1. Chat Date
    (Strictly use the MM/DD/YYY format)*


  1. AHT
    (Use seconds)*


  1. Chat ID
    (36 characters including dash)*


  1. Itinerary Number
    (Use NA if no Reservation)*


  1. Travel Stage*
    Pre-Travel
    Pre-Travel (Imminent, w/in 72 hours)
    In-Travel
    Post-Travel (Completed)
    Unknown (Cancelled Travel)


  1. Penalty Stage*
    Refundable
    Non-Refundable
    Partially Refundable
    Non-Refundable with Credit
    Unknown


  1. Product
    (Specific concern of the customer)*
    Flight
    Package
    Car
    Activity
    Travel Insurance
    No Reservation


  1. Intent*
    Account Maintenance
    Best Price Guarantee
    Billing and Refunds
    Cancel
    Change
    Exchange (Flight)
    Coupon and Promotions
    Create Booking
    Complaint
    Reconfirm
    Name Change / Correction
    Rewards
    Special Service Request
    File Insurance Claim


  1. Sub Intent   *


  1. Brand*
    Expedia
    Travelocity
    Orbitz
    Cheap Tickets
    Hotels.com
    eBookers/Wotif/LastMinute
    EPS
    Others
    NA


  1. Concurrency*
    Single Concurrency
    Dual Concurrency


  1. Root Cause of the Detractor (Select the most applicable)
    Arranged as Follows:
    - Agent Related
    - Customer Related
    - Policy/Process Related
    - Tech Tools Related
    - Supplier Related
    - Non Handling Agent Related
    *
    Agent Related - Asking the customer to repeat previously provided information; Lacks Active Reading/Understanding
    Agent Related - Did not asked probing questions to fully understand customer’s concern
    Agent Related - Did not follow proper hold procedure
    Agent Related - Failed to provide alternative options
    Agent Related - Failed to set proper expectation to the customer
    Agent Related - Failed to update the customer in a timely manner
    Agent Related - Incorrect or incomplete process and information provided
    Agent Related - Invalid transfer to queue or another department
    Agent Related - No ownership, keep the blame to the process/vendor
    Agent Related - Prematurely Closed the Chat Session
    Agent Related - Refused to escalate the conversation and maliciously closed the chat session
    Agent Related - Refused to escalate the conversation to a supervisor (de-escalated the chat)
    Agent Related - Rudeness and/or inappropriate comments
    Agent Related - Sounded unhelpful or did not use positive language to portray a willingness to work with the customer
    Customer Related - Customer cannot wait any longer
    Customer Related - Customer made a mistake in booking
    Customer Related - Customer not responding
    Customer Related - Did not review booking’s Policy
    Customer Related - Did not review coupons/promotions’ Terms and Conditions
    Customer Related - Duplicate Booking
    Customer Related - Resolved case however customer still gave a detractor
    Policy/Process Related - Cannot service LCC bookings
    Policy/Process Related - Customer is a coupon abuser
    Policy/Process Related - Need to call vendor to complete the process
    Policy/Process Related - Need to direct customer to Insurance Provider for claims
    Policy/Process Related - No instructions on Agent Help relevant to customer’s concern
    Policy/Process Related - No update given by Offline Team
    Policy/Process Related - No updated flex policy available at time of contact
    Policy/Process Related - Process requires to transfer the conversation to another department (Reloc, Ticketing, Name Correction)
    Policy/Process Related - Process not supported on agent tools
    Policy/Process Related - Reservation has been flagged by Transaction Processing Team
    Policy/Process Related - Unable to expedite refund timelines
    Policy/Process Related - Unable to expedite Service Request timelines
    Policy/Process Related - Unable to make policy exceptions
    Policy/Process Related - Unable to provide information requested
    Policy/Process Related - Unable to provide refunds
    Policy/Process Related - Unable to transfer credit or ticket to another person
    Policy/Process Related - Waiver denied by the vendor
    Tech Tools Related - Agent Cannot See Customer's Reply
    Tech Tools Related - Agent Tool Issue
    Tech Tools Related - Booking Error – Duplicate charges
    Tech Tools Related - Booking Error – Failed booking
    Tech Tools Related - Booking Error – Payment Failed
    Tech Tools Related - Booking Error – Price Change Message Post Booking
    Tech Tools Related - Customer did not receive confirmation email
    Tech Tools Related - Mobile App Error
    Tech Tools Related - Multiple Transfer/Disconnect
    Tech Tools Related - Sudden transfer to another agent
    Tech Tools Related - Unable to Service Itinerary
    Tech Tools Related - Unable to use coupon when booking
    Tech Tools Related - Unable to View Itinerary
    Tech Tools Related - Virtual agent takes too much time to route to agent
    Supplier Related - Did not support referred back to Expedia
    Supplier Related - Hidden Charges
    Supplier Related - Poor vendor service/amenities
    Supplier Related - Price increase
    Supplier Related - Sudden Airline Schedule Change
    Supplier Related - Unable to provide availability
    Supplier Related - Unable to provide booking as is
    Supplier Related - Vendor unavailable or non-contactable
    Supplier Related - Waiver denied
    Non Handling Agent Related - Detractor directed to a previous agent
    Non Handling Agent Related - Previous agent error


  1. Others:
    - if above options is does not cover the scenario
    - Use this format as an example: Agent Related - Scenario
    - Leave Blank if selection has been made above


  1. Verbatim of the Customer
    - Put NA if there is no Verbatim*


  1. Customer's Point of View:
    Based on the Verbatim of the customer, what category is the detractor*
    Agent Related
    Policy/Process Related
    Supplier Related
    Tech Tools Related
    Non Handling Agent Related
    No Verbatim


  1. Chat Summary
    - Brief summary of the interaction between the customer and the agent*


  1. Short Root Cause Analysis
    - Describe in 3-4 Sentences
    - Use this format:
    Customer's Intent | Product Policy | Recommended Resolution | Opportunities of the Agent*


  1. Chat Resolution Tagging*
    Resolved
    Unresolved
    Ghost Chat





Ana Marie Sanchez