Mastering Legal Escalation
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Questions and Answers

Which step should be taken if the member's contact information needs to be updated?

  • Follow up with member with outcome
  • Reset expectations with member
  • Escalate to client team
  • Add to the batch log for a batch email documenting old information and new information (correct)

    • What should be included in the email when contacting the member?

  • Member's phone number and email address
  • Details regarding member's request
  • Desired dates and room type for reservation
  • All of the above (correct)

    • When should the ticket be closed after contacting the member?

  • If able to contact and merchant advises contact information should be different (correct)
  • If contact information is confirmed to be valid and client is reaching out to the member
  • If unable to contact after 3 attempts
  • Once client team responds

    • What should be done if the member is trying to make a reservation?

    <p>Include desired dates and room type in the email</p> Signup and view all the answers

    What should be done if the member's contact information is confirmed to be valid and the client is reaching out to the member?

    <p>Close ticket</p> Signup and view all the answers

    When should the ticket be closed if unable to contact the member after 3 attempts?

    <p>If unable to contact after 3 attempts</p> Signup and view all the answers

    What should be done if the merchant advises that the contact information should be different?

    <p>Escalate to client team</p> Signup and view all the answers

    When should the ticket be closed once the client team responds?

    <p>Once client team responds</p> Signup and view all the answers

    When should the ticket be closed if able to contact the member?

    <p>If able to contact and merchant advises contact information should be different</p> Signup and view all the answers

    When should the ticket be closed if contact information needs to be updated?

    <p>Add to the batch log for a batch email documenting old information and new information</p> Signup and view all the answers

    Which step should be taken if the member's contact information needs to be updated?

    <p>Follow up with member</p> Signup and view all the answers

    What should be done if the member is trying to make a reservation?

    <p>Include member's phone number and email address</p> Signup and view all the answers

    What should be included in the email when contacting the member?

    <p>Desired dates and room type</p> Signup and view all the answers

    What should be done if the merchant advises that the contact information should be different?

    <p>Escalate to client team</p> Signup and view all the answers

    When should the ticket be closed if unable to contact the member after 3 attempts?

    <p>Close ticket</p> Signup and view all the answers

    Which of the following is the first step to be taken when a merchant appears to be closed?

    <p>Review notes in the ticket for details provided by the member</p> Signup and view all the answers

    What should be done if the closure of a merchant is confirmed to be permanent and the voucher did not expire more than 5 years ago?

    <p>Refund the voucher</p> Signup and view all the answers

    What should be done if the closure of a merchant is confirmed to be temporary?

    <p>Follow refund policy in refund grid</p> Signup and view all the answers

    When should a ticket be closed if the member cannot be reached after 3 attempts?

    <p>Close the ticket</p> Signup and view all the answers

    What should be done if the closure of a merchant is not confirmed?

    <p>Email the member using email template X</p> Signup and view all the answers

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