QA Modernization - Service.docx

QA Modernization - Service.docx - Quality Assurance Service...

This preview shows page 1 - 5 out of 10 pages.

09/21/2018 7/23/18 Quality Assurance Service Reference Guide
Image of page 1

Subscribe to view the full document.

09/21/2018 7/23/18 Mission Statement: To offer coaching and insight to ensure memorable vacations and extraordinary service are being provided.
Image of page 2
09/21/2018 7/23/18 PROCEDURES Fully verified identity before releasing booking information: Effectively verify caller's identity by using the guidelines below: Direct booking: Caller provides booking #, PIN, as well as ship and sailing date: No further qualifying is necessary Caller provides booking #, PIN, but not ship and sailing date: You recap ship and sailing date. Caller provides booking #, but does not remember PIN: Caller must verify one name, date of birth, as well as the ship and sailing date. Caller provides booking #, PIN but the caller is not on the booking: Caller must verify ship, sailing date, all caller names and all dates of birth. If not, please refer the caller to the sailing guest. Caller does not have booking # but provides a name on the booking: Caller must verify ship, sailing date and PIN. If the caller is not on the booking, please DO NOT confirm or deny if a booking exists. If caller is not on booking, but on the profile, caller must provide booking #, PIN, ship and sail date. If caller does not have PIN or booking number, caller must be able to verify all caller names, DOBs, ship and sail date. Travel agent booking: Specialist must verify CLIA/IATA/ARC, If the TA does not know the correct CLIA/IATA/ARC, refer them to their main office to obtain the information and then call us back. If the travel agency is not a registered member of CLIA/IATA/ARC, please verify the agency telephone number. Verified and/or collected any missing guest information: Direct bookings only - When a booking is displayed, the agent must verify that there is a valid email address on file. If the email address is missing, agents must ask for this information and update Navigator. If there is an existing email address in the Guest Info tab, please verify that it is correct.
Image of page 3

Subscribe to view the full document.

09/21/2018 7/23/18 Also, agent must verify that there is a valid mobile phone number in the Guest Info tab so that guests may receive last minute sailing updates. If there is an existing mobile number in the Guest Info tab, there is no need to verify that it is correct. Please attempt to collect any missing guest information on every call where a booking is displayed (i.e.: missing DOBs, TBA names, etc.) Documented the booking effectively: Any time a booking is displayed, the agent must thoroughly and completely document the booking history with the information that was discussed during the interaction. Adhered to proper response, hold, and transfer procedures: Hold Time: Inform the caller of the need to place them on a brief hold, and after placing the call on hold, refresh every 2-3 minutes.
Image of page 4
Image of page 5
You've reached the end of this preview.
  • Summer '17
  • Robinson
  • TA, Telephone number, caller's identity

{[ snackBarMessage ]}

What students are saying

  • Left Quote Icon

    As a current student on this bumpy collegiate pathway, I stumbled upon Course Hero, where I can find study resources for nearly all my courses, get online help from tutors 24/7, and even share my old projects, papers, and lecture notes with other students.

    Student Picture

    Kiran Temple University Fox School of Business ‘17, Course Hero Intern

  • Left Quote Icon

    I cannot even describe how much Course Hero helped me this summer. It’s truly become something I can always rely on and help me. In the end, I was not only able to survive summer classes, but I was able to thrive thanks to Course Hero.

    Student Picture

    Dana University of Pennsylvania ‘17, Course Hero Intern

  • Left Quote Icon

    The ability to access any university’s resources through Course Hero proved invaluable in my case. I was behind on Tulane coursework and actually used UCLA’s materials to help me move forward and get everything together on time.

    Student Picture

    Jill Tulane University ‘16, Course Hero Intern