What's the first step to follow when you're doing a rebooking without funds process?
R1 Review 2

Quiz
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Other
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KG
•
Medium
Natalia Bauer
Used 21+ times
FREE Resource
10 questions
Show all answers
1.
MULTIPLE CHOICE QUESTION
3 mins • 1 pt
Look for rebooking options
Ask them if they have funds to cover a new reservation
Check the user's account for the note flag Rebooking without funds
Ask the Guest to wait for the refund to arrive
2.
MULTIPLE CHOICE QUESTION
3 mins • 1 pt
After investigating on a rebooking case, you determine you'll need to take a $300 monetary loss from Airbnb, what should your next step be?
Create a coupon instead, as it's over your threshold
Take two losses for $150 each
Tell the user you won't be able to provide that loss, as it's over your threshold
Request expense approval
3.
MULTIPLE CHOICE QUESTION
3 mins • 1 pt
Which of the following is not a Major Disruptive Event?
Acts ot war
Prolonged outages of essential utilities
Riots
Unexpected death
4.
MULTIPLE CHOICE QUESTION
3 mins • 1 pt
A Host wants Airbnb to compensate because the site was down for an hour where the Host could have received a $1,000 booking. Would this be an acceptable loss reason?
Yes, because the site was down
No, we do not take losses for requests of compensation due to loss of potential earning
5.
MULTIPLE CHOICE QUESTION
3 mins • 1 pt
Based on the following statement: "Based on the interests you shared with me, it seems that X is important to both you and your Guest Emma. If we work on that, will the problem be resolved?"
What was the Mediation Technique used?
Surfacing interests
Generating options
Communicating the outcome
Establishing recognition
6.
MULTIPLE CHOICE QUESTION
3 mins • 1 pt
If you receive a call where the user is speaking in Portuguese, what should you do? The user doesn't speak English.
Warm transfer the call to the Portuguese support line
Attempt to help the user in English and handle the case as normal
Apply macro: Intro - Informing about using Nova translation tool
Disconnect the call and use the Atrium transfer tool to assist the user my written communication
7.
MULTIPLE CHOICE QUESTION
3 mins • 1 pt
In which one of these cases should you introduce yourself to a user?
When you're the 2nd owner of a case
You should never introduce yourself to a user
When you're the first Ambassador to assist the user over written communication
When you're the 3rd owner of a case
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