Guest Contact and Qualification

Included in this article:

1. Overview
2. Guest Care Telephone Queue
3. Answering Guest Calls via Phone Queue Procedure 

1. Overview

The guest can communicate with Guest Care in several ways: 

• Guest Care Telephone Queue 
• Initial Ticket 
• Delivery Completion Data team 
• Eva  
• Online Chat 

2. Guest Care Telephone Queue

The Phone Queue distributes incoming calls to the Service Department equally between all Guest Care Agents assigned to the contact center. 

3. Answering Guest Calls via Phone Queue Procedure

Use this procedure when answering a guest call via telephone:

1. Greet the guest with Good (morning/afternoon/evening), thank you for calling Guest Care, this is (insert name), how may I assist you? 

2. Communicate with the guest to determine the concern. 

3. Obtain the guest telephone number to locate the customer number with May I please have your telephone number so that I can retrieve your file? 

4. Locate the customer code in Storis and do one of the following:  

       a. If the guest has an open service order, continue to step 5. 

       b. If the guest does not have an open service order 

                i. Generate a service order [Initiating a Customer Service Order], and verify the guest’s information in the Customer tab. 

                ii. Add the required merchandise to the service order in the Merchandise tab. 

5. Use your TDG Resolution Stream to provide available options to the guest.  

6. Process the resolution. Refer to Processing Resolutions for more information.