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Agent Related - Call Avoidance - Avoided supporting the call by offering a supervisor or leaving hints for supervisor assistance |
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Agent Related - Call Avoidance - Did not perform callback procedures |
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Agent Related - Call Avoidance - Refusal to escalate |
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Agent Related - Call Avoidance - Refusal to take over a call directed to another Expedia department |
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Agent Related - Call Avoidance - Refusal to take over a call directed to vendor |
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Agent Related - Call Avoidance - Refusal to take over a call offering or advising to callback |
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Agent Related - Call Avoidance - Unnecessary Hold |
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Agent Related - Customer Care - Did not addresses the customer, affiliate, or supplier as is culturally appropriate and/or mandated by policy (e.g. Mr, Mrs, etc.) |
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Agent Related - Customer Care - Did not established caller's name |
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Agent Related - Customer Care - Did not engage with the customer, supplier or affiliate in a professional manner |
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Agent Related - Customer Care - Negative or slanderous comments which would risk bringing an Expedia Inc. brand, affiliate or product into disrepute |
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Agent Related - Customer Care - Not attentive or responsive to customer |
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Agent Related - Customer Care - Rudeness or inappropriate comments |
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Agent Related - Customer Care - Sounded unhelpful or did not use positive language to portray a willingness to work with the customer |
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Agent Related - Customer Care - Using offensive language. Pursuing a conversation or making comments regarding race, ethnicity, gender, religion, age, disability, sexual orientation or lifestyle |
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Agent Related - Customer Care - Yelling, screaming, rudeness, sarcasm, or consistently interrupting the customer, affiliate, or supplier |
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Agent Related - Delivery - Did not communicate in a manner that is logically organized, succinct and to the point |
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Agent Related - Delivery - Did not tailor the content of speech to the knowledge and experience of the customer, affiliate, or supplier as appropriate (avoiding industry jargon, slang, etc. where it would be applicable) |
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Agent Related - Delivery - Failed to rephrase or restate an explanation when needed |
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Agent Related - Delivery - Hesitant/tentative language |
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Agent Related - Delivery - Provided an explanation that places blame or that hides behind vendors/Expedia policy |
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Agent Related - Efficiency - Did not follow hold procedure |
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Agent Related - Efficiency - Did not identify opportunities to professionally build rapport, educate, and explain trouble shooting, self-service or next steps without impacting overall accuracy and efficiency in achieving call resolution |
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Agent Related - Establishing Needs - Asking the customer to repeat or restate previously provided information |
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Agent Related - Establishing Needs - Did not ask targeted, effective questions to understand the stated reason for the call, the customer’s travel product preferences, or other needs identified during the call |
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Agent Related - Establishing Needs - Did not assess the urgency of the customer, supplier or affiliate’s situation (e.g. time constraints, trip stage, market conditions) and tailor approach accordingly |
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Agent Related - Establishing Needs - Did not express empathy or appropriate responses as needed |
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Agent Related - Establishing Needs - Did not take ownership of the overall Expedia Experience |
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Agent Related - Language - Grammar, verb tenses, and choice of words caused readily observed language barriers with the customer |
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Agent Related - Financials - Processed coupon outside of policy |
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Agent Related - Financials - Processed credit outside of policy |
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Agent Related - Financials - Processed refund outside of policy |
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Customer Error - BPG Submitted Incorrectly |
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Customer Error - Customer stopped responding before resolution was provided |
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Customer Error - Did Not Review T&C’s |
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Customer Error - Duplicate Booking |
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Customer Error - Incorrect Booking |
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Customer Error - Expired Coupon |
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Policy/Process Related - 3PI booking reconfirmation - Booked within 72 hours |
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Policy/Process Related - 3PI inside penalty reservation - Cannot call property |
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Policy/Process Related - BPG link not working |
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Policy/Process Related - Cannot call property - Outside business hours |
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Policy/Process Related - Change form of Payment |
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Policy/Process Related - COVID Coupon - No Refund Allowed |
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Policy/Process Related - COVID coupon - Unable to change NR reservation |
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Policy/Process Related - Did not receive password reset link |
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Policy/Process Related - Do Not Contact Property |
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Policy/Process Related - Email confirmation not received |
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Policy/Process Related - Insurance - Redirect to vendor |
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Policy/Process Related - IVR - Long wait time |
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Policy/Process Related - No availability for date change |
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Policy/Process Related - No coupon received |
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Policy/Process Related - Promo code not working |
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Policy/Process Related - Reduce Night - Unable to honor original price |
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Policy/Process Related - Refund timeframe (Customer expecting immediate refund) |
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Policy/Process Related - Reward Night - Unable to redeem on existing reservation |
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Policy/Process Related - Service Request - 10 business days SLA |
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Policy/Process Related - Tool Outages – Downscript |
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Policy/Process Related - Transaction Processing flagged account |
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Policy/Process Related - Unable to reduce night - No availability/error |
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Policy/Process Related - Unable to refund - Property denied refund |
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Policy/Process Related - Unable to re-issue GW coupon - NR Reservation |
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Policy/Process Related - Unable to send confirmation to different email address |
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Policy/Process Related - Voyager error processing change/cancellation - Outside penalty reservation |
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Policy/Process Related - Voyager shows penalty - Outside penalty reservation |
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Policy/Process Related - VRBO - Transfer to different Team |
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Policy/Process Related - Website not showing modified reservation |
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Policy/Process Related - Website self service not working - Booking/Change/Cancel |
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Supplier Related - Approver not available |
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Supplier Related - Denied for receipt |
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Supplier Related - Double charge (Prepaid reservation) |
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Supplier Related - Incomplete refund |
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Supplier Related - Missing amenity |
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Supplier Related - Net rate reveal |
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Supplier Related - Pending refund |
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Supplier Related - Property charged deposit |
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Supplier Related - Property charged full instead of deposit |
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Supplier Related - Property closed |
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Supplier Related - Property could not charge EVC |
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Supplier Related - Property could not find the reservation |
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Supplier Related - Property denied waiver (Complaint) |
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Supplier Related - Property denied waiver (ECR) |
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Supplier Related - Property Not Contactable |
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Supplier Related - Property Oversold |
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Supplier Related - Pushed back for refund (Pay Later Reservation) |
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Tech Tools - Agent Tool Issue - Transfer not working |
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Tech Tools - Call Disconnect |
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Tech Tools - VA - Cancelled by Error |
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Tech Tools - Website Issue - Date switched |
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Tech Tools - Website Issue - Incorrect cancellation/change policy |
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Tech Tools - Website Issue - Information not updated |
