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Meeting Point Escalation (Customer contacts us after the tour time has…
Meeting Point Escalation
Customer contacts us after the tour time has passed
1) Verify the meeting point information on all three places - Voucher footer, confirmation Email & Product page
Check for other bookings made for the same TGID, date & time and check if there are any other complaints reported
Check the following details from the customer
:check:What time did the customer reach the meeting point
:check: Exact point/landmark where the customer was waiting
:check: If at all he can help us with any supporting evidence to help his claim - Ex: a photo showing he was waiting at the meeting point at right time
:check: Any other descriptive info - Ex: if customer spoke to any member of the local tour operator/any other guide
Customer is certainly making a wrong claim
Share that rescheduling is an option and provide all the necessary details. Also, connect the customer to the POC to add convenience
Empathetically tell the customer that we cannot assure a refund at this point. Tell them that we will still escalate this to our local partner and will figure out the details.. Send an email to the vendor with all the details. Use MACRO - Vendor escalation - not at meeting point
We are unsure if the customer is wrong or not/ seems that customer has done everything right
Share that rescheduling is an option and provide all the necessary details. Also, connect the customer to the POC to add convenience
We apologise to the customer for his bad experience and assure him that this was a one-off case. Finally, we buy 24-48 hours from the customer to get back to him with a proper update/resolution.
Check if we have all the relevant information from the customer. If not, please ask them using MACRO 1 - Customer error - not at meeting point
We Escalate the issue to the vendor using MACRO 2 - Vendor escalation - not at meeting point
Customer claim is approved post investigation. Apologise and refund.
Customer claim is denied post discussion with the partner. You can use MACRO 3 - Customer error - not at meeting point - final correspondence part 1 - if you concur with the partner. If you dont escalate it to the SM to decide next course of action.. Create a 20% personalized coupon.
1 more item...
1) Assure the customer that we are looking into this issue right away and immediately call the vendor POC
OR
2) If the Vendor contact is not available/in case of non-patterned vendor, discuss it with managers on floor/Samuel
Call/Respond back to the customer with the solution
Raise a Trello for the SO/content team to immediately correct the error
Discuss the case with the available manager on the floor and provide necessary refund
Customer contacts us before the tour time
We were able to action on time
Tools you have
Images - My Tickets on the product or the final receipt email.
On Ground Contact number or Phone /POC
Yes
No
No
If reschedule policy exists for the vendor
If reschedule policy does not exist for the vendor
If reschedule policy exists for the vendor
Customer comes back to us again
If reschedule policy does not exist for the vendor
Yes