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?

[Emiel1]

Hi @Ann10 , I think it is a CS specialist (Customer Services) . In my part of the world we are connected to Dublin (Ireland) when making a phone call with Airbnb. I had to do this 1 or 2 times and was helped very well. Also a question via Twitter was suprisingly handled very good and with quick response. So no idea why in the US you have to end up in the Philippines with somebody specialized in repairing cars: Citroën CX

Best regards, Emiel

[Marzena4]

It's to cut cost. Just in the same way why some businesses for UBS and HSBC and handled by India. 

[Ann10]

She used the term CX in writing.

Good day! This is Lady, a CX Specialist of Airbnb, we wanted to thank you for having the time to speak with me today. I'm glad we were able to get things sorted out. I want to personally thank you for your commitment to Airbnb I hope this message finds you well and my information was beneficial to you. In the event that you have any further questions, comments, or concerns, you can reach us anytime, 24 hours a day, by calling us at either: 1-415-800-5959, or: 1-855-424-7262

People in Ireland speak English and probably are better trained because they can understand the rules and policies. I don't think companies in the US like eBay, Macy's, Bloomingdales and Airbnb understand just the cultural differences they need to overcome to get it to work right, let alone the fact that I've called so many times and gotten someone who doesn't speak English or someone who tells me it's ok to do sometime that is against airbnb policies. 

The people manning Twitter don't comprehend or respond in English either. They give you this special Twitter address for Super Hosts to get help, but it turns out to be a big waste of time. They are really wasting money.

BTW, nothing was sorted out because she didn't answer my question, and yes it's probably supposed to be CS specialist. Comical! 

[Rene-and-Zac0]

@Ann10 call the Superhost number. It’s all American or call 9am to 5pm pacific time to these numbers. 

[Matthew285]

@Ann10 maybe "CX Specialist" is "Customer eXperience Specialist"?

[Rebecca181]

@Ann10 @Matthew285 @Rene-and-Zac0 I had something very similar happen today. And I am in the U.S. and I DID call the Super Host number. Once again, I had to hold over 20 minutes to be connected via my supposedly 'special benefit' - this super special Super Host number. I also was patched through to an office in the Phillipines.

It was clear nearly immediately that the C.S. Rep didn't have a clue as to what I was asking or how to help me. He also gave me completely inaccurate information, and I questioned him several times about it, because I knew that he was wrong. It appears that he must have hung up and spoken to his manager and his manager confirmed I was right and he had given me the wrong information, because he called me back and suddenly was supporting my original request, which was if someone is bringing an infant (with my permission) then the infant needs to be on the reservation so as to be covered by the Host Guarantee (I also have my own commercial insurance but I feel it is important to have anyone staying in my rental on the reservation. I had tried to alter the reservation by adding the infant but the alteration wouldn't 'send' to the guest as the total charges were the same).

So if I had not been somewhat knowledgeable already about this, I would have been given the completely wrong information on the Super Host line by someone who sounded like they just started working at Airbnb yesterday - I was basically having to educate HIM. Highly annoying, to say the least. 

[Matthew285]

@Rebecca181, so for infants: the infants *do* need to be on the reservation, but the infants *don't* count towards the limit on the number of guests?

[Rebecca181]

@Matthew285 The C/S rep would never admit he had given me erroneous information (his saying to me "Do not be concerned, the infant is covered by the Host Protection Guarantee"). But he did call me back to tell me he was cancelling the guest's reservation because the infant was not on the reservation. I am guessing he spoke to a manager who told him I was right, the infant will not be covered. But who knows? Because I could never get a straight answer from the rep. I was also annoyed that he took it upon himself to call the guest and cancel, as I had specifically asked him not to do that - that I would speak to the guest myself to work it out. But he called her anyway.

Luckily I had already messaged her to let her know I needed the infant on the reservation and could not alter it on my end (another frustration: Infants are 'free' so my alteration would not 'send' and I got a message saying "You don't need to alter this reservation, the price is the same", ARGH, which is how I ended up calling Airbnb) and I was able to guide her through cancelling and rebooking immediately, adding the infant. She said the Airbnb rep that had called (the same one I had spoken with and specifically had asked that he not call her) had made things difficult and confusing for her and "was no help at all." I am the one who guided her through everything. So that's some wonderful assistance I got from that special 'Super Host' line, isn't it?

Infants apparently do not count as 'guests', but I will not have a human being in my house via a booking site that is not on the reservation, and I would think that Airbnb would agree with me. I know my commercial property insurer sure does - But unless and until I reach a competent rep on that Super Host line, we may never really know.

[Kelly149]

@Rebecca181 I concur, the same has happened to me. And the boilerplate emails they send out are impossible as well. I have had a couple amazing CS reps & a dozen dreadful ones

[Ann10]

@Rene-and-Zac0 Those are the numbers I always call. What other numbers are there? Sorry, I'm laughing. Recently, more often than not, I get someone in the Philippines who either doesn't speak English or gives me information that is either impossible to implement or will get me into trouble. I had to tell them what the rules and policies are, as did Rebecca. I've also had them hang up on me because they are unable to answer me and tell me the answer they gave me is the only answer when I ask to speak to a manager. They also don't use a landline line. They use that horrible internet phone. I had a business and I couldn't run a small business w an internet phone. It's not reliable and you lose in my case clients. 

Airbnb is a travel company. Now, when you are lucky enough (I can't believe I'm saying lucky enough, because their customer service is so bad) to get someone in the US they won't tell you were they are located. Like as if we can't tell they are in the US and not the Philippines. Before if someone was in for example Miami, we could talk about how beautiful South Beach is or whatever. Now, because they have people who can't understand what we are saying, the people who can understand what we are saying can't tell us where they are located at a company that is selling experiences. Ridiculous! They are wasting money w these employees who can't speak the same language as the people they are supposed to be serving, and who don't know the basics rules of the company, only my humble opinion. If you are getting advice from these people, I would record the call. They do.

[Rene-and-Zac0]

@Ann10 I called this number like two weeks ago and if the person I spoke to was not American then I can’t tell the difference anymore.

The rep understood everything I was talking about and it wasn’t just a simple “how many babies can fit in the bathtub” kinda question. 

18883265753

‘You know it’s hard out here for a Host’ 

[Ann10]

@Rene-and-Zac0-You must have gotten someone in America. You will know when you get someone in the Philippines. Are you guys hosts that get paid by Airbnb to answer questions on here? I know this is done.  Is that a secret Airbnb number?

[Rene-and-Zac0]

@Ann10 Airbnb needs to put me on the payroll but no, the only payment I get from Airbnb is through my bookings. That’s the Superhost line.

Don’t they know you’re a SuperHost Batman?

SuperHost help line 1-888-326-5753

[Ann10]

Thanks for the number. I hope they can speak English, Spanish or Japanese. The people who are manning the Super Host Twitter email don't understand or respond effectively in English so it ends up being a big waste of time. They really should get rid of it, if they can't staff it properly.  I'm skeptical, but I will give it a try.