Does anyone know what a CX Specialist is?

[Ann10]

I called in to ask a question and I got someone in the Philippines. I didn't really think she understood me. When she sent me an email, I was sure because I asked her another question and her response had nothing to do with the question. Then I said something about the new "Super Host" rating system and it was unclear who answered the email, but they said, they didn't know anything about any updates on the ratings system. So I said, "who is this"? "It's on the website" and sent a link. All through out, I kept saying in case you don't understand what I'm saying, pls forward my message to someone in the US. Finally, I said this because hosts keep talking about this issue and there is no link or anything about it on the website, "Also, all these hosts keep talking about if we decline a guest we will be penalized. Is that true? If you don't know, please forward my message to the US. Thank you so much"! Then I got this message.

"This support case is now closed.

You can no longer reply to this thread. If you need additional help, you can always visit our Help Center.

Go to Help Center"

So, the original question was never answered and the CX specialist didn't know anything about the new SH ratings or really speak English. Basically, it was a complete waste of time. Other hosts are telling me there is no information about being penalize for not accepting guests on the website, but it happens. Going to the help center was no help, that was why I was asking the "CX Specialist".  Now, I just really want to know what a CX specialist is and who hires these people?

[Ann10]

@Rene-and-Zac0-I took screen shots so it will be seen again. I do that w everything w ABB. I keep all the emails everything. I screen shot every review, every star rating, every reservation, etc. At least I try to remember. I also record the phone calls. When they say they are recording, I say I am too. They are cool about it. Business is business. You have to protect yourself.

[Ann10]

@Rene-and-Zac0-Will they ban me?

[Rene-and-Zac0]

@Ann10 No they won’t ban you. It’s just sad when people post here needing real help and all that ever happens is NOTHING.Example after example of how host have to correct the call center reps on what the actual policy is all about. 

I figured out what they meant by saying “we are going to invest heavily in the countries President Trump called “SH countries”. 

They are opening call centers in 3rd world mud holes at a blistering pace while getting rid of the American call centers. That’s their idea of helping the 3rd world. 

[Ann10]

@Rene-and-Zac0-They think they are helping themselves, but it's just one big circle jerk if they aren't going to train the people and get people who speak the language of the people they are supposed to be helping. Not to mention that there are strong cultural differences. Philippino people don't like to tell people things they don't want to hear. They can memorize the ABB policies and still not tell you the right thing(out of love). On the other hand, I have CS in the US lie and manipulate me and that's just for starters.

Yes, you are right, they have done some pretty lame things to people who really need help.

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@Rene-and-Zac0wrote:

@Ann10 No they won’t ban you. It’s just sad when people post here needing real help and all that ever happens is NOTHING.Example after example of how host have to correct the call center reps on what the actual policy is all about. 

I figured out what they meant by saying “we are going to invest heavily in the countries President Trump called “SH countries”. 

They are opening call centers in 3rd world mud holes at a blistering pace while getting rid of the American call centers. That’s their idea of helping the 3rd world. 

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 If someone wants to come and see your home before they book you are supposed to call in and get permission. They arrange it. CS in the Philippines told me to exchange numbers w the guest and arrange it myself. I told them that was impossible. The issue was never resolved. Another time they told me it was ok to have 2 ABB accounts, so I said, have you read the "Terms of Service". Yes, oh really? OK. 

Did Trump really say that?  Call 3rd world countries SH countries?  I guess he really doesn't like SH. I don't agree w what they are doing. That means Americans are losing jobs. Plus, I don't like getting jerked around. I've had less contact w them lately so that is good.