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Putting The Customer Back In To Our
Service
Travel SavvyBusiness professionalsKnowledgeable of Hotwire site & BrandConcerned w/rates availabilityOnly calls if a problem arises
Express Elite◦ Completes 30 or
more bookings per year
◦ On average, books 30 flights, 60 hotels, and 28 cars per year
Express Customer◦ Completes 6 or more
bookings per year◦ On average books
11 flights, 17 hotels, 7 cars per year
BRAND & REASON TO BELIEVE
HOTWIRE HELPS YOU TAKE MORE TRIPS BY
ENSURING YOU PAY THE LOWEST PRICE POSSIBLE
ON TRAVEL. SITE-WIDE LOW PRICE GUARANTEE
Service Recovery-Judgment-Service Recovery Guidelines-
Create a great experience by
acknowledging & thanking express
customers for their loyalty
Promote the features & benefits of
the Express Program
Identify openings to suggest
additional products Focus On The Customer Experience
Allowed Recovery- Lets agents provide customized resolutions for Express customers, such as otherwise un-cancellable bookings can be cancelled or refunded.
Allowed Recovery is YES you can provide a refund or cancellation
Investigate “ you should ask probing questions, find out more about their account history before taking any action.
Personable
Prompt Resolutions
Clear Recovery Path
Precise
Judgment Calls
• Apply CLASS brand standards with every customer across all channels –
Applying P. I. C. T. U. R. E.
• Relating with customers
C. L. A. S. S.
Hotwire Helps you Take More Trips by ensuring you pay the lowest Rate
possible on Travel.
HOTWIRE DREAM FULFILLMENT
TRAVEL MEANS SOMETHING DIFFERENT
AND SPECIAL TO EVERYONE.
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