express customer service
TRANSCRIPT
![Page 1: Express customer service](https://reader035.vdocuments.us/reader035/viewer/2022062420/55ce94f5bb61eb9f208b470c/html5/thumbnails/1.jpg)
Putting The Customer Back In To Our
Service
![Page 2: Express customer service](https://reader035.vdocuments.us/reader035/viewer/2022062420/55ce94f5bb61eb9f208b470c/html5/thumbnails/2.jpg)
![Page 3: Express customer service](https://reader035.vdocuments.us/reader035/viewer/2022062420/55ce94f5bb61eb9f208b470c/html5/thumbnails/3.jpg)
![Page 4: Express customer service](https://reader035.vdocuments.us/reader035/viewer/2022062420/55ce94f5bb61eb9f208b470c/html5/thumbnails/4.jpg)
Travel SavvyBusiness professionalsKnowledgeable of Hotwire site & BrandConcerned w/rates availabilityOnly calls if a problem arises
![Page 5: Express customer service](https://reader035.vdocuments.us/reader035/viewer/2022062420/55ce94f5bb61eb9f208b470c/html5/thumbnails/5.jpg)
Express Elite◦ Completes 30 or
more bookings per year
◦ On average, books 30 flights, 60 hotels, and 28 cars per year
Express Customer◦ Completes 6 or more
bookings per year◦ On average books
11 flights, 17 hotels, 7 cars per year
![Page 6: Express customer service](https://reader035.vdocuments.us/reader035/viewer/2022062420/55ce94f5bb61eb9f208b470c/html5/thumbnails/6.jpg)
BRAND & REASON TO BELIEVE
HOTWIRE HELPS YOU TAKE MORE TRIPS BY
ENSURING YOU PAY THE LOWEST PRICE POSSIBLE
ON TRAVEL. SITE-WIDE LOW PRICE GUARANTEE
![Page 7: Express customer service](https://reader035.vdocuments.us/reader035/viewer/2022062420/55ce94f5bb61eb9f208b470c/html5/thumbnails/7.jpg)
Service Recovery-Judgment-Service Recovery Guidelines-
![Page 8: Express customer service](https://reader035.vdocuments.us/reader035/viewer/2022062420/55ce94f5bb61eb9f208b470c/html5/thumbnails/8.jpg)
Create a great experience by
acknowledging & thanking express
customers for their loyalty
Promote the features & benefits of
the Express Program
Identify openings to suggest
additional products Focus On The Customer Experience
![Page 9: Express customer service](https://reader035.vdocuments.us/reader035/viewer/2022062420/55ce94f5bb61eb9f208b470c/html5/thumbnails/9.jpg)
![Page 10: Express customer service](https://reader035.vdocuments.us/reader035/viewer/2022062420/55ce94f5bb61eb9f208b470c/html5/thumbnails/10.jpg)
Allowed Recovery- Lets agents provide customized resolutions for Express customers, such as otherwise un-cancellable bookings can be cancelled or refunded.
![Page 11: Express customer service](https://reader035.vdocuments.us/reader035/viewer/2022062420/55ce94f5bb61eb9f208b470c/html5/thumbnails/11.jpg)
Allowed Recovery is YES you can provide a refund or cancellation
Investigate “ you should ask probing questions, find out more about their account history before taking any action.
![Page 12: Express customer service](https://reader035.vdocuments.us/reader035/viewer/2022062420/55ce94f5bb61eb9f208b470c/html5/thumbnails/12.jpg)
Personable
Prompt Resolutions
Clear Recovery Path
Precise
Judgment Calls
![Page 13: Express customer service](https://reader035.vdocuments.us/reader035/viewer/2022062420/55ce94f5bb61eb9f208b470c/html5/thumbnails/13.jpg)
![Page 14: Express customer service](https://reader035.vdocuments.us/reader035/viewer/2022062420/55ce94f5bb61eb9f208b470c/html5/thumbnails/14.jpg)
• Apply CLASS brand standards with every customer across all channels –
Applying P. I. C. T. U. R. E.
• Relating with customers
C. L. A. S. S.
![Page 15: Express customer service](https://reader035.vdocuments.us/reader035/viewer/2022062420/55ce94f5bb61eb9f208b470c/html5/thumbnails/15.jpg)
Hotwire Helps you Take More Trips by ensuring you pay the lowest Rate
possible on Travel.
![Page 16: Express customer service](https://reader035.vdocuments.us/reader035/viewer/2022062420/55ce94f5bb61eb9f208b470c/html5/thumbnails/16.jpg)
HOTWIRE DREAM FULFILLMENT
TRAVEL MEANS SOMETHING DIFFERENT
AND SPECIAL TO EVERYONE.