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If passenger called asking for one of our Sales Melbourne Team or any Melbourne CS Team please see below details what to do next:
IF THE CONCERN IS URGENT AND CUSTOMER DOES NOT WANT A CALLBACK
Raise the issue to your TL on duty to check if the call can be transferred.
IF THE CONCERN IS NOT URGENT AND CUSTOMER AGREES TO A CALLBACK
If the Sales or Melbourne CS representative is engaged in a call or not on duty, follow the steps below:
Raise a task for a callback request.
Assign to the appropriate queue:
Sales Follow-Up (for sales-related concerns).
CS-MNL Escalations Queue (for CS-related concerns).
Include a brief summary of the passenger’s request.
Do not forget to fill out the Task Name, Due date (Today or when the sales agent is available), Queue (Sales - Follow Up/CS-MNL Escalations) and assign it to the requested Sales representative or Melbourne CS representative. If no specific representative request, leave it as it is. Also, please indicate the reason for passengers request.
For escalation procedures, refer to the Escalation Process HERE.
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