ZTP - BS

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ZTP Best Practices

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• Objectives
• What is Zero Tolerance Policy?
• Zero Tolerance Policy Consequences
• The Top 3 ZTP behaviors
• How to avoid ZTP mark downs
• Knowledge Check

Agenda

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Objectives

By the end of this course, you will be able to:

• Evaluate ZTP behaviors according to each level of severity
• Summarize ideal behaviors to comply with the ZTP
• Discover how to avoid failures and how to report issues when a call disconnects

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ZTP stands for Zero Tolerance Policy and, as it clearly states, it means behaviors that our client does not tolerate as they might put the brand at risk.This policy does not take into account labor laws across our network, and leaves to each Operations team (both Internal and Partner) to fully comply with the rules and regulations of their country and site.

What is Zero Tolerance Policy?

Click on each color to reveal the behaviors

YELLOW

RED

ORANGE

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Zero Tolerance Policy Behaviors

Isolated incident → CoachingPattern behavior → Written Warning

Isolated incident → Final Warning Repeat offender → Removal from the campaign

YELLOW

ORANGE

RED

Immediate removal from campaign

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Zero Tolerance Policy Consequences

Wrongly took action on user’s account via Become user or admin feature

Call and/or ticket avoidance

YELLOW

ORANGE

RED

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Top 3 behaviors

Disconnected user intentionally (manually or due to phone/system issues)

Click on each button to reveal the behaviors

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How to avoid these ZTP mark downs

Complete the following quiz, and get the first number towards your reward!

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QUIZ

Leave notes on the case, report the issue to TL

Ping the ambassador to assign the case back to you

Do nothing, since the user is already being assisted

You receive an IBC and there are issues with the audio. You tell the user that you cannot hear them and will call back. As soon as you disconnect the call, the user calls back and the case is reassigned to another Ambassador. What should be your next steps?

question 1/5

QUIZ

Explanation:There should always be a digital footprint in case you are not able to call the user back. In addition, technical issues should be reported to the leads immediately.

QUIZ

RIGHT!

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QUIZ

Transfer to a Supervisor.

Hang up as soon as the Host starts screaming.

Give them three warnings and if the situation persists, disconnect the call

A Host you were assisting gets upset about being penalized for a cancellation and starts screaming and swearing. What should you do?

question 2/5

Explanation:Only disconnect a call with an abusive user after giving them three warnings and trying to refocus the conversation. Don't forget to follow the additional steps on the workflow, in case you need to disconnect the call.

QUIZ

RIGHT!

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QUIZ

Assign the case to the previous Ambassador so they can follow up with the user

Set it to solve, since the previous Ambassador has already shared accurate info

Take ownership and call the user back to assist them

You receive a case that was solved by another Ambassador. You see that the previous Ambassador has already educated the user on the policies, but the user has clicked "I still need help". What should you do?

QUESTION 3/5

Explanation:If the user has chosen "I still need help", it is our job to follow up with them and understand what else we can do to assist.

QUIZ

RIGHT!

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Keep investigating and then send them an OBM with the info

Call the user back and continue the assistance

Solve the case as abandoned, since the user disconnected

During an IBC, you are taking some time to investigate and need to put the user on hold. After 6 consecutive minutes, the user hangs up. What should you do?

QUIZ

QUESTION 4/5

Explanation: If a call disconnects for any reason, we should always call back. Keep in mind the guidelines for hold times and don't exceed the threshold

QUIZ

RIGHT!

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QUIZ

Leave notes and set it to pending for 48h.

Call the user back and continue the assistance. Leave notes on the case.

Set the case to pending for 1 day and follow up next shift.

Your shift is about to end. You receive a call and it drops right after the user authenticates the account. What should you do?

QUESTION 5/5

Explanation:If there is a number associated with the account, always call the user back. If they don't answer, leave detailed a Note and set the case to pending for an appropriate amount of time.

QUIZ

RIGHT!

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QUIZ

TRY AGAIN

ERROR!

Not quite!Let's take a closer look.

Last task - put in the correct order

Explanation: Even though we don't know the Host issue, we do have a phone number and a profile that give us reason to outreach the user. Once the Host picks up the call, we do the proper Authentication and offer our availability to assist them.

QUIZ

Oh Yeah!

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ZTP Best Practices

Key takeaways

• The Zero Tolerance and Behavior Consequence Policy was written by Quality to address egregious behavior found through the quality monitoring process. This policy outlines the actions Airbnb’s Quality team would like to see considered by our global Partner network based on behavior severity.
• These behaviours can have consequences that go from a written warning to removal from the campaign
• Avoid markdowns for ticket avoidance by making sure you contact the user and document every action on your case notes
• Always report system issues to your lead and leave notes in the case when a call drops

You have reached the end of this course.

Congratulations!

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Zero Tolerance and Behavior Consequence

Yellow Behaviors

• Lack of care/disinterested tone
• Dismissive attitude toward user issue
• Wrongly took an action on user's account utilizing Become User or admin feature
• Non-compliance with Japan Travel Agency Act
• References to religion including god that are not part of the conversation
• Harassed user (minor)
• Support Ambassador repeatedly attempted to call, left VM, or sent messages to the user for a non urgent case (active or inactive): 4+ times within a 24 hour period
• Put user on hold again despite verbalized negative reaction of user

Zero Tolerance and Behavior Consequence

Orange Behaviors

• Spoke over user
• Argued with user
• Intentionally interrupted user
• Refused request for a supervisor
• Poor case handling due to personality conflict with user
• Used profanity (generally, not directed at user)
• Laughed at user
• Disclosed agent’s name and department details
• Call and/or ticket avoidance
• Incl. case pending abuse like: Pending a case and leaving it untouched or placing cases on pending when it is good to solve.
• Failure to call back a user when promised
• Volume Tiers: Issued compensation (USD $1,000+) when they should not have done so

For more information refer to Nova Knowledge and look up for the Abusive or manipulative user workflow

Never disconnect a call to an abusive user without doing 3 proper warnings

Zero Tolerance and Behavior Consequence

Red Behaviors

• Disconnected user intentionally
• Threatened or coerced user
• Called user, other specialists or referred to other users by inappropriate names
• Used discriminatory language
• Used profanity (directed at user or other involved parties)
• Harassed user (severe)
• Support Ambassador contacted and sent abusing, insulting, or otherwise harming messages on a one off/regular basis
• Support Ambassador repeatedly attempted to call or send a message to the user despite receiving direction from User to stop calling/messaging
• Committed fraud against user or Airbnb
• Contacted user outside of work
• Unauthorized user account access or user privacy policy violation
• Unauthorized disclosure of company data

Do not put the user on hold for longer than 2 minutes each time, so as to avoid that the user gets tired of waiting and end up disconnecting the call on their end

(Please reach out to your TL in order to request the report file in place)

Always report any technical/phone issue

Click on each button to reveal the justified and unjustified accesses

Never access an account/profile without justification

Before taking any actions, double check and follow the correct steps inside each Workflow

Check for NOVA Guide when available (in the Solutions section)

You receive (or make) a call and there were issues, the call disconnected, try to call back and leave a note explaining what happened

Leave notes in every interaction

You receive a written case, leave a note with your case first impression and your future steps into the case, example here

Whenever you have a number, call back when the call disconnects