Embedded Files
This playbook will be used by the CS team across all customer communication channels (calls, tickets, chats) to record post-interaction notes.
This will be effective January 03, 2025.
WORKFLOW
This new automation will enable CS agents to automatically create tasks assigned to the appropriate department using the same playbook.
When a CS agent selects a department, a task will automatically be created and assigned to that department.
For Operations, the selection will simply be "Operations," as the system will automatically route the task to MEL for allotment bookings and MNL for third-party package bookings.
This automation aims to prevent missed tasks, ensuring customer concerns are addressed effectively and efficiently.
TWO NEW OPTIONS ADDED TO THE ONE CS PLAYBOOK
Update as of 1/30/2025
Please note 2 new options created in the CS notation playbook for the team to use:
Sales - Insurance AU/NZ - please note that this creates a task to the Sales Post Booking queue for a quotation.
Travel Agent Sales Team - this will raise a task to the TA Sales team queue.
Information Shared by Customer within 70 Days of Travel
Update as of September 24, 2025
When customers provide updated details such as:
Passport details or copies
Flight details
Insurance information
A task must be raised to the Ops team so that the information can be shared with the supplier, as this may impact the customer’s on-tour experience or transfers.
When creating the notation, please select “Follow up task required: Yes” if no existing task is available to add your notes.
This reminder and update are being added to the Playbook to ensure consistent handling and to avoid any disruption to the customer journey.
Keywords: customer service playbook, service guidelines, cs processes, team playbook, notation, checklist
Page updated
Google Sites
Report abuse