Customer Care Week 2021

3. what QA stands for
7. what you do to show that the customer's issue is resolved
9. resolution used when the customer accepts the answer to their issue
11. losing points on the QA form
12. an email sent to the customer only to be used when the customer needs to call back
16. CEM 2 includes using the correct ____ like the itinerary tab
17. identification number assigned to each reservation
18. Customer Assistance Resolution & Escalation System; we use this to create cases, log notes, and perform actions to support the customer's needs
19. part 1 of the Correctness section that includes creating a case and choosing the correct script
20. activity in which the rental car company is reached via email or phone
22. activity in which a reservation can be canceled or set up for an exchange
23. try to avoid using this issue when closing a case
24. part 2 of the Correctness section that includes following the script

1. the process of getting the customer to another workgroup
2. meeting with your Team Lead or QA Analyst OR when something is done wrong during a call but you don't miss points on it
4. universal way of spelling out a word in which a word is used substitute each letter of the alphabet
5. the process used to make sure that the caller should have access to the reservation
6. the goal for this is 30 seconds or less
8. the reason why the customer is calling in
9. tool used to figure out how to deal with the customer's issue
10. auto-fail that is caused by sharing information to a caller that is not fully vetted or shouldn't have access to the reservation
13. process of reviewing the flight details and notify the customer of any operating carriers
14. the 1st section on the QA form
15. a type of script that you click through
21. dealing with the customer's issue in a way that keeps them from having to call back