Flashcard on Language Accuracy and Comprehension

Front

Which of the following is NOT a sub-criterion under "Language Accuracy"? Clarity and pronunciation, Active listening, Grammar, Vocabulary

Back

Active listening

Front

True or False: "Empathy" is evaluated under the "Listening and Comprehension" criterion.

Back

True

Front

In the "Host Missing Payout" script, what action does the advisor take after confirming the issue?

Back

Escalate to a team and arrange a callback

Front

During a "Guest Made a Double Booking" call, what does the advisor do before initiating cancellation?

Back

Authenticate the profile

Front

In the "Guest Requested Full Refund" script, how long does the refund take to process?

Back

5-10 business days

Front

For an "Unclean Listing" dispute, what is the advisor’s final decision if the review follows guidelines?

Back

Maintain the review

Front

What phrase demonstrates empathy in the "Cancellation of Reservation" script?

Back

I’m sorry to hear that...

Front

True or False: Summarizing the call is optional before closing.

Back

False

Front

A guest calls to cancel a reservation due to a family emergency. What is the first step in the call flow?

Back

Immediately process the cancellation

Front

During an outbound call for an "Unclean Listing" dispute, the host argues the review is unfair. How should you respond?

Back

I understand your frustration, but the review follows our guidelines.