IMPORTANT NOTES

Take a snip of the pause and resume app that you're having an error and tell it to the supervisor or team lead and send it to the supervisor. and go take the call again and take note for the customers information *document the information the guest given you

take note of the guest's concern/issue/problem

need to ask name

resort opening -

Verify the guest accounts in all calls! Make an attemt to verify the guest account. Why should you verify the guest account? To leave a comment into the guest account. inorder for the next agent will know to handle or have an idea about it.

Follow the QA Guidelines!

If you don't understand the guest concern: Ask probing questions

put it on the notepad

For auto renewal passes they will be paying 49 dollars and on september they will be paying for the remaining balance

Credit Card on File -Guest Connect

Customer Manager

Email to be updated - go to the contact and change the email

VAIL TOOLS TABS 1.Customer Profile -contains the guests info 2.Transaction -contains all transaction data in the past 3 seasons -also contains the pass data, allows reissue receipt and allows also upgrade 3.peeks 4.orders -contains tickets purchase 5.Products -contains the pass purchases, also the benefits 6.Media -allows you to reload pass, print and shipment info -the code, hotlist 7.Contact -additional contact info, resetting email, shipping address and contact number 8.relationship -allows you to add a family member 9.authorization -to check the ROL 10.pass program -for the auto-renew 11.Comment -always leave a comment after every transaction -allows the guest and agent communicate 12.pass eligibility -to check the military pass eligibility 13.credit card -credit card info for primary and payment plan credit cards 14.billing profile -for master billings 15.authentication -assist guest with their email and password logon 16. media partner Epic Mountain Rewards (EMR) -guest whos eligible for EMR has badge

When dealing with any transactions like upgrade, downgrade, purchase or refund, Please make sure to explain to the guest the Terms and Conditions which you can also see while processing and that they can check this online at epicpass.com. Please make sure to add it on your comment. Example: Guest would like to purchase the ELP for Adam, Marie and John, read and explained the T&C, donated $1 , enrolled for AR, charged $600 to CC 4578. Sent confirmation email.