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If you received a call within the cooling-off period, below are the scenarios that you can create a CALLBACK TASK for sales team if the agent in-charge is not available or no one from the sales team are available.
Prior creating a callback task for Sales, please ensure you have asked the concern and tried to assist the customer if feasible during the call.
URGENT CALL BACK REQUEST
Timeframe: Same day
To do: To assign to the sales agent who created the booking.
If not available within the day, owner should be blank and escalated through slack channel.
1. Payments- Extension
2. Date Change(only if changing the Product)
3. Package Change
4. Multiple callback requests within the day
5. Any concerns about pending bookings expiring 1-2 days before COP concludes
6. Request to change booking ownership (Sales MEL to TA)
7. Cancellation request within COP with payment
NON-URGENT CALL BACK REQUEST
Timeframe: Set to 3 days
To-do: To assign to the sales agent who created the booking.
1. Insurance (Only if customer requested for a sales agent, otherwise it will be routed to insurance interest)
2. Booking Clarification (If sales made a promise to the customer which is outside tour exclusion and add on etc.,)
SCENARIOS FOR SALES CALLS WITHIN COP TO BE ACTIONED BY MNL CS
1. Processing payments
2. Add-on concerns
3. Date Change (if same product)
4. Name Change
5. Adjusting the name of the passengers to the current booking.
6. Insurance (CS should refer to insurance interest and follow up to automated task created)
7. Request to change booking ownership (Website Booking to TA)
8. Flights Concerns
Keywords: callback request, in-hours callback, customer call request, within COP call, sales follow-up
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