Compliance quiz
What would you do if had this window with information appeared in your screen ?
Proceed to write the memo since this window signals that the case has ended and we can also proceed to fill out BIL.
the 1 as it is in this screenshot, the customer passed, the customer's reference number will also be auto-populated in BIL and Ignite
The 1 as it is in this screenshot, the customer failed, the customer's reference number will not be populated in BIL and Ignite
It means that a call from an ABU agent has arrived to our lines and we need to proceed with the correct next steps.
What if instead of 1 you had a 0, what does this mean?
Check if the reference number has auto-populated in BIL and Ignite, the customer has failed ID&V, this would be a IVR2.
Check the reference number has not auto-populated in BIL and Ignite, the customer has failedID&V, has this is an IVR3.
It means absolutely nothing we can take the call and assume the customer is able to proceed with the request.
Check if the reference number has been auto-populated in BIL and Ignite, the customer has failedID&V. It could be either an IVR2 or IVR3.
How would you write the memo for the following scenario ?
" Customer contacted us via phone in order to change the main driver's name. The call is at the time of the pick up and the customer is on the location. He states that he was not able to pick up the car due to the credit card not in his name.
The agent attempted to see if it was possible to amend the reservation but the system does not allow the change, so we have to make a Manual Cancel Rebook. The agent then requested to speak with the car hire company agent to understand the situation and the CHC agent confirmed the No show.
The agent then informed the customer about the cancel rebook procedure and proceed to create the new booking. After considering the cancellation exception list the agent marked the Rebook 48h and proceeded with the new booking for the customer. "
cust called requesting to make change of main driver name // requested cust to speak with CHC agent- No Show confirmed// informed cust of cancel rebook // created new BK// rebook 48h// provided disclaimer and T&C // Rebook // proceeded with canx
cust request to make change MD name due to CC not in his name// PU day cust at loc// Unable to amend // requested cust to speak with CHC agent// agent name- No Show confirmed// informed cust of cancel rebook // created new BK// Rebook 48h// QQ's passed// T&C and disclaimer provided // Rebook (booking number) // proceeded with canx
Cust called requesting to make change of main driver name // QQ's Passed // requested cust to speak with CHC agent- No Show confirmed// informed cust of cancel rebook // created new BK// rebook 48h// provided disclaimer and T&C // Rebook (new booking) // proceeded with canx
Cust called requesting to make change of main driver name // requested cust to speak with CHC agent- No Show confirmed// created new BK// rebook 48h// provided disclaimer and T&C // Rebook 782564187 // proceeded with canx
According to our internal procedures, agents should advise customers in regards to Insurance.
True. This is a flexible product, so we are able to support customers since we can sell on an advised basis.
False. The insurance product we sell is regulated. We need to ensure we are advising the customers correctly and according to their needs.
False. Booking.com sells on a non-advised basis meaning we cannot make any personal recommendation and leave the customer to decide how they wish to proceed.
True. Our agent should support our customers with any insurances queries briefly and direct them to our supplier in case they want to add insurance to their booking.
Which situations do we discuss the full protection disclaimer and other insurance info ?
We don't need to discuss this with the customer unless he wants change insurance product.
Everytime we get a call from a customer we need to reference the insurance disclaimer.
Never, the customer knows everything and if it needs information we refer to check the information in T&C's.
When the customer asks us to add insurance or requires information or wants to make any changes to their booking. No need when customer asks to cancel.
When it comes to Insurance products, what options does the customer have?
Customers are able to add insurante to their booking in a number of different ways. E.g: directly with us, through affiliate companies, third party insurance (etc.)
Customers are able to choose from 4 different insurance options only.
Customers can choose which insurance company they want, we don't want to discrimanite or limit options, we work with all suppliers.
Customer does not get to choose. Either accepts the offers we have or we can direct them to talk directly with the supplier.
What Insurance products do we offer ?
- Rentalcars.com FPI- for direct customers
- Traveljigsaw FPI- for affiliate customers
- RentalCover.com FPI- it's a third party insurance available to customers living outside of the EEA
- RentalCover.com Extra Cover (USA) for non-US customers travelling to the USA or Extra Cover for destinations excluding the USA (third party product available to all customers with a zero excess package)
- Zurich Full Protection- for customers residing in the UK and the EEA.
All answers are products customers can obtain through us.
How can you recognize which product to discuss with a customer?
The country of residence allows us to know which product to discuss with the customer since all products are distributed differently depending on country, intermediary and insurance supplier, which will influence different do’s and don’ts
We trust in our employees best judgement, if the customer has been having a good behaviour during the call, the agent may decide to offer the one that best suits the situation.
All products are distributed equally between all countries, intermediary and insurance supplier, this way we are alligned with the procedures needed to take.
If a customer books a reservation through RyanAir, which insurance product will they be given ?
Zurich Full Protection
Rentalcars.com FPI
TravelJigsaw FPI
RentalCover.com FPI
Which countries are in the EEA?
The European Economic Area includes EU countries and also Iceland, Liechtenstein and Norway
The Eastern European Area includes EU countries and also Iceland, Liechtenstein and Norway
The European Economic Area includes some EU countries and also Egypt, Liechtenstein and Norway
The Eastern Economic Area includes EU countries and also Iceland, Liechtenstein and Norway
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