ZTP - BS

ZTP Best Practices

Start

Agenda

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

Next

Back

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

Objectives

Next

Back

What is Zero Tolerance Policy?

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.

Next

Back

Zero Tolerance Policy Behaviors

Next

Back

ORANGE

RED

YELLOW

Click on each color to reveal the behaviors

Zero Tolerance Policy Consequences

Next

Back

Immediate removal from campaign

RED

ORANGE

YELLOW

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

Isolated incident → CoachingPattern behavior → Written Warning

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

Top 3 behaviors

Next

Back

RED

ORANGE

YELLOW

Call and/or ticket avoidance

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

How to avoid these ZTP mark downs

Next

Back

Click on each button to reveal the behaviors

QUIZ

start

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

QUIZ

question 1/5

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?

Do nothing, since the user is already being assisted

Ping the ambassador to assign the case back to you

Leave notes on the case, report the issue to TL

next

RIGHT!

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.

question 2/5

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

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

Hang up as soon as the Host starts screaming.

Transfer to a Supervisor.

QUIZ

NEXT

RIGHT!

QUIZ

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.

QUESTION 3/5

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?

Take ownership and call the user back to assist them

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

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

QUIZ

NEXT

RIGHT!

QUIZ

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.

QUESTION 4/5

QUIZ

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?

Solve the case as abandoned, since the user disconnected

Call the user back and continue the assistance

Keep investigating and then send them an OBM with the info

NEXT

RIGHT!

QUIZ

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

QUESTION 5/5

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

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

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

Leave notes and set it to pending for 48h.

QUIZ

NEXT

RIGHT!

QUIZ

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.

Not quite!Let's take a closer look.

ERROR!

TRY AGAIN

QUIZ

Last task - put in the correct order

next

Oh Yeah!

QUIZ

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.

• 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

Key takeaways

ZTP Best Practices

Start again

Congratulations!

You have reached the end of this course.

• 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

Yellow Behaviors

Zero Tolerance and Behavior Consequence

• 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

Orange Behaviors

Zero Tolerance and Behavior Consequence

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

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

• 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

Red Behaviors

Zero Tolerance and Behavior Consequence

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

Always report any technical/phone issue

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

Never access an account/profile without justification

Click on each button to reveal the justified and unjustified accesses

• You receive an IBC/IBM/IBE from the user and you’re assisting him, so you need to check the account information
• There’s a user with a duplicate accounts issue, so you open his other accounts while investigating (same applies with referral investigation)
• You receive a survey from a user you assisted previously, so you check the case to remember what happened (within 30 days after the survey response date) and to take notes during and up to the coaching
• You receive a SP evaluation/SLE from your QA, and you check the case to take notes during and up to the coaching (before acknowledgment)
• You’re doing Floor Support and need to access a case to assist your colleague (you should leave admin notes explaining your access)

• You’re checking your colleague’s, relative’s, friend’s or your own account out of curiosity
• You’re handling a case similar to one you had before, so you access a closed case to copy the information you provided to the previous user
• You access Nova using a bookmarked link that redirects you to an old case
• You create a case for a user that has an account from your “Nova access” instead of creating the case on the user’s account

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

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

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

+ Ambassador received case; + U needs assistance adding a new phone number; + Ambassador investigating case

Leave notes in every interaction

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

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

Do not forget to do the proper Authentication when doing the outbound call.