STAR NH Review

When taking ownership, it is okay to blame another agent who didn't follow through with their actions?

• True

• False

Answer explanation

Taking ownership means to accept accountability for a caller's issue without excuses or blaming another department or person.

When Responding to a TRIGGER statement, this show that.... (select all that aply)

• Are actively listening

• Looking to resolve any issues

• Are able to advocate toadd more to their vacation

• Earn more revenue

What would be a good reason to contact RRS department?

• To Special Fare

• Escalations

• To ask for help if we do not know how to follow a process

Which of the following shows a POSTED payment?

• 
• 

A perceived value item can be given a certain price to be bought.

• True

• False

The perception of value is determined by

the emotional worth of an item.... is

• Monetary Value

• Ownership

• Guest Analytics

• Perceived Value

Which option is a phrase of inclusive language?

• You need to relay this message.

• I can not offer that exception.

• Let us take a look.

• This is what you need to do now.

Using the caller's name frequently will de-escalate a call.

• True

• False

When does Ownership of a call start?

• Once the solution is found

• Once I start researching.

• Once I take the call.

• Once I understand the request.

Does our inner voice help us actively listen to calls?

• Yes, it does.

• No, it does not.