Guest Service Issues

A guest is upset… don’t immediately grab a manager.  Here’s how to handle some of those situations.

Do our policies answer their questions or concerns?

Don't involve a manager unless the situation escalates.

Many times guest questions can be answer by referring to our POLICIES page or FAQS.  Familiarizing yourself with these can make phone calls pretty quick and won't require a manager transfer.

Is the guest threatening to write a bad review or something of that nature?

This situation should be escalated immediately and the agent should reach out to a manager to take that transfer.
Correct responses:
"I understand your frustration, let me put you on hold while we find a solution."
"I'm passing your information off to a manager and they will reach back out to you immediately to get you taken care of."

Is the issue time sensitive?

i.e. A guest just missed the last shuttle for the night and wants to speak to a manager.

Speak to an MOD about taking the call as a transfer, but never automatically transfer the call.

You'll want to set the manager up with as much information as possible prior to transfering.  Guests name, reservation number, the issue, what they're saying the want the resolution to be, etc.

Is the issue something we have control over?

i.e. Sometimes a guest may call from our shuttle on I-70 because they are stuck in traffic and are going to miss their flight.

We may not be able to actually resolve the situation at the time.  Get as much information as you can and hand it directly to an MOD.  They will determine if the guest needs an immediate follow up or if it's not as time sensitive as other situations in that moment.  If a guest is disputing what was said during booking the MOD will need to review call recordings and other important details before speaking with the guest anyway.

Is it an on-the-road complaint?

i.e. Another driver calls about a Peak 1 Express driver cutting them off on the road or speeding.

This will happen every now and then and you will need to ask the MOD for an immediate transfer.  If the MOD is unavailable, contact Operations to see if anyone is available for complaint.