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This page will serve as your guideline on how to effectively accomplish the Customer Journey task.
update as of 30/4/25
1. TASK REVIEW & ASSIGNMENT
PRIORITIZE BY DESTINATION
Focus on tasks assigned to your designated destination first. If you've completed all tasks for your destination, move on to other destinations, especially those past due.
ASSIGN TO YOURSELF
Assign tasks to yourself to prevent duplication and ensure everyone is aware of who's handling which task.
Because we're working different shifts and supporting various stores across different time zones, let's make sure we're directing tasks efficiently.
If you come across a booking for a US-based store (check the booking details), please assign it directly to a US CJ agent for action. This applies the other way around as well.
If there are no actionable tasks for your destination or any others, go ahead and continue with your usual CS tasks.
Important Note: If the booking is Tailormade just simply close the CJ task. No further action is required.
2. START TRACKING IN CUSTOMER JOURNEY TRACKER
USE THE DEDICATED SHEET
Once you've assigned a task, open your dedicated sheet in the Customer Journey Tracker and immediately stamp your start time.
TIME TRACKING
We're tracking how efficiently you complete tasks, so start your timer as soon as you assign the task to yourself, not just when you make the call.
3. BOOKING CHECK
EXISTING ESCALATIONS
Check for any open escalations on the booking. If the issue is unresolved, pause the CJ task, add a comment about the delay, and monitor it regularly until it's resolved before proceeding with the CJ post-Docs call.
TRAVEL AGENT BOOKINGS
For Travel Agent bookings, skip the call. Use the playbook and send a tailored email using the editable TA-specific email templates.
FLIGHT STATUS
Proceed with the CJ call even if the flight isn't fully booked or the ticket isn't issued yet. Inform the customer that the ticket might be released at a later time (depending on the flight issuing process).
4. COMPLETE THE CUSTOMER JOURNEY POST-DOCS CALL
INVESTIGATE AND COMPLETE THE CJ PLAYBOOK
The Customer Journey Playbook is packed with helpful resources! You'll find lots of useful Wiki links for each destination, plus sample scripts to guide you during calls.
These tools can help you handle customer interactions smoothly and effectively.
PREPARE EMAIL IN ADVANCE
Before making the call, draft the email summary of the CJ call to save time.
Contact the customer to complete the CJ task and provide information.
SEND EMAIL
After the call, send the pre-written email summary.
5. CLOSE THE TASK AND LOG IN TRACKER
CLOSE THE TASK
Once the CJ task is completed, close the task within the system.
Go back to the Customer Journey Tracker, log your end time for the task, and select the appropriate task status:
Completed: Used when you successfully complete the call, discuss the details with the customer, and send the follow-up email with the call summary.
Changed Due Date: Used when the customer requests a reschedule. Adjust the due date in the task accordingly.
Failed Contact - Email Sent: Used when you can't reach the customer by phone but have sent an email summary of the CJ task. Note that we only attempt to call customers once.
Contacted, No Time - Email Sent: Used when the customer picks up the call but doesn't have time for a discussion and wants to be contacted later. You can just send an email in this case.
Click "Submit" to automatically transfer your logged information to the Log Sheet.
Double Check: Review the Log Sheet to ensure all your remarks and information have been transferred correctly. You can manually add any missing details.
POST-COMPLETION ACTIONS
HANDLING CUSTOMER CALLS AFTER FAILED CONTACT
Scenario: A previous customer contact attempt was unsuccessful (failed contact). The customer subsequently calls back, and a different agent answers.
Procedure:
1. Agent assesses the situation: The agent who answers the call determines if the customer's inquiry is related to the previous failed contact attempt.
2. Agent checks for original agent availability: The agent checks if the original agent who attempted the previous contact (and sent the post-documentation email) is currently available.
A. Original Agent Available: If available, the current agent transfers the call to the original agent. This ensures continuity and allows the original agent to address the customer's concerns with the benefit of existing context.
B. Original Agent Unavailable: If the original agent is unavailable, the current agent offers a callback. To facilitate this:
The current agent informs the customer that the original agent will return their call at their earliest convenience. A specific timeframe for the callback should be provided if possible.
Tasks should be raised under MNL All Task with turnaround time of 24-48 hours.
Important Considerations:
This procedure primarily applies to complex customer concerns requiring in-depth knowledge or context from the previous interaction. If the current inquiry is straightforward and the answering agent has the resources and information to resolve it immediately, they should do so.
Keywords: customer journey tasks, task creation guide, task process, journey task flow, customer support tasks
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