D1

August 05

Learners will be able to:

PPS/GAR Fundamentals You have to know what is the mission and purpose of PPS/GAR Knowing the role and the skills agents needed while handling call You have to know how to navigate the PPS/GAR systems for you to use or utilize it for resolving an issue Using the absorb knowledge you'll able to find their info's

Services you should be able to describe the B2C & B2B and the A2A support Hotel Basics You should know the hotel brands, ratings systems, room types, and amenities Travel 101 knowing the hotel i Help Percentage, Average Talk Time, Quality score, Case Management and Attendance.

QA Score is 80% and up.

Everyday will get an QA or an evaluation with the total of 10 evaluated calls that has a scores by the QA teams.

Average handling time is 660 sec.

Nester must to achieve the score that is 85% and up to be introduced in production.

PPS/GAR Mission

Our mission is to be the best travel deal makers in the world.

PPS/GAR Purpose

Is to help everyone to experience the moments that matter.

1991 hotel Reservation Network 2002 Hotel.com 2008 40% drops getaroom established at 2009

2015 had a 100+ million dollars an 2 million in 2021

Customer Service & Communication Skills

Role and Responsibilities Providing an excellent service By handling cases you have documenting the call how we resolved the issues Making sure that whenever you doing process for their concern you should update the customer so they know Doing an outbound call.
SLA and KPI

Skills that you'll need to your customer service

Excellent written and verbal communication skills. Time management skills to meet SLAS and customer expectation A positive attitude toward the customers Documentation

Role As A Customer Care Agent Support inbound call request via phone Take ownership of resolving simple and complex issues Have a passion for customer service with a focus on providing an exceptional customer service experience provide a creative solutions for first call resolution while working on multiple systems at the same time