ISSUE TREE Flashcards
There is a traffic delay and I will be late picking up rental car.
PICK UP OR DROP OFF TIMES UNDER ITINERARY
I JUST GOT TO THE HOTEL AND THE STREETS ARE DIRY AND THERE IS A BROKEN WINDOW ACROSS THE STREET. I DON’T FEEL SAFE HERE.
QUALITY ISSUES UNCER RC PARTNER
RCC IS SAYNG I CAN’T P.U THE CAR B/C I LIVE TOO CLOSE TO THE AREA
DC OR CREDIT CK ISSUES UNDER PARTNER RENTAL CAR ISSUES THEN SELECT ID ISSUES
I HAVE THE WRONG BIRTH DATE FOR MY TICKETS. WILL THEY STILL LET ME GET ON THE PLANE?
IDENTIFICATION ISSUES UNDER CUSTOMER ERROR
MY WIFE IS GOING INTO LABOR! I NEED TO XXL THIS RES.
ILLNESS UNDER CONCERNS
I JUST GOT TO HOTEL AND THEY CANNOT FIND MY RESERVATION SO I MADE A NEW ONE. NOW I HAVE 2 RESERVATIONS. HOTEL SAID THAT I CAN XXL.
HOTEL OFFERED CANCEL UNDER PARTNER HOTEL
HOTEL CALL AND WANTS TO GET THE CUSTOMER PHONE NUMBER
HOTEL CALL CUSTOMER CONTACT ISSUES UNDER HOTEL CALL
MY RCC IS SAYING THAT MY RES INS’T PREPAID BUT IT IS!
CANNOT FIND RESERVATION UNDER RENTAL PARTNER
MY RC IS DUE TO BE P/U AT 2:45PM BUT MY FLIGHT WILL BE COMING IN AT 5:15AM TOMORROW NOW.
FLIGHT DELAYED UNDER PARTNER AIRLINE ISSUES
RCC IS SAYING I CAN’T DRIVE THE CAR TO RENO, BUT I P/U CAR IN SACRAMENTO TO START OUR ROAD TRIP!
BOUNDARY OR MILEAGE ISSUES UNDER RENTAL CAR PARTNER
i KNOW MY RES IS PREPAID. I WANT TO MAKE SURE THERE WON’T BE ANY ADDITIONAL FEES THAT I HAVE TO PAY AT CHECK IN.
CHECK IN OR CHECK OUT ISSUES UNDER ITINERARY
I JUST ARRIVED AT HTL AND THEY ARE SAYING MY CARD IS DECLINING! I KNOW I PREPAID THE RES THRU PL SO I DON’T UNDERSTAND WHAT IS HAPPENING.
CC DECLINED UNDER HOTEL CALL
I UNDERSTAND THAT MY RES IS NCNC BUT I PURCHASED THAT PROTECTION PLAN FOR MY CAR. I NEED TO XXL B/C I DON’THAVE ENOUGH TO PAY FOR THE SECURITY DEPOSIT.
CHANGE OF PLANS UNDER CONCERNS
AIRLINE IS SAYING MY FLIGHT IS OVERBOOKED BUT I PAID FOR MY SEATS! WHAT AM I SUPPOSED TO DO?
DENIED BOARDING UNDER PARTNER AIRLINE ISSUES
AGODA REP: WE JUST WANTED TO INFORM YOU THAT THIS CST RES IS APPROVED BY THE HOTEL MGR CAROL TO BE XXL. WHAT SHOULD YOU DO?
HOTEL OFFERED XXL UNDER HTL CALL
ARRIVED AT HTL AND THEY SAY THE ROOM TYPE I BOOKED IS A STANDARD KING ROOM BUT ON MY CONTRACT THE ROOM TYPE IS A SELUXE KING SUITE. THEY SAY I HAVE TO PAY MORE FOR THE RIGHT ROOM TYPE BUT THIS WAS NOT MY FAULT.
RECEIVED WRONG ROOM TYPE UNDER PARTNER HOTEL ISSUES
I CHECKED MY BANK STATEMENT AND IT SHOWS I WAS CHARGED 2 TIMES BY PL. I BOOKED ONLY 1 ROOM. WHEN I WAS BOOKING, IT SAID THE 1ST ATTEMPT DIDN’T GO THRU BUT I NOW SEE 2 RESERVATIONS. I ONLY NEED 1.
UNAWARE OF ACCEPTED RESERVATION UNDER CUSTOMER ERROR
MY PASSPORT EXPIRED AND I’M AFRAID I WON’T GET THE NEW ONE IN TIME TO TRAVEL.
IDENTIFICATION ISSUES UNDER CUSTOMER ERROR
I WANT THE RECEIPTS FOR ALL MY TRIPS FOR LAST YEAR.
TAXES OR CHARGES UNDER BILLING ISSUES
I DIDN’T MAKE THIS RESERVATION. SOMEONE MUST HAVE USED MY CC TO MAKE IT.
CC FAQS UNDER BILLING ISSUES
I BOOKED AN EXPRESS DEAL BUT I GOT A DIFFERENT HOTEL THAN I DID THE 1ST TIME. I NEED TO XXL THIS.
WANTED RETAIL UNDER CUSTOMER ERROR
CORRECT PROCESS TO FOLLOW IF CST FORGOT PASSWORD TO THEIR ACCT.
1) LOOK UP EMAIL ADDRESS FROM BLANK SCREEN
2) SELECT THE APPROPRIATE ACCT FROM THE LIST
3) COMPLETE VERIFICATION SCREEN
4) SELECT PROFILE FROM ISSUE TREE
5) FOLLOW SCRIPT TO SELECT NEEDS PASSWORD RESET
6) SELECT PROFILE FROM ACTIVITY
7) CLICK SEND PASSWORD RESET
