@Huma0 wrote:
@Rachael171
True, dealing with CS right now can be a painfully slow process. On the other hand, I've found that I get quicker (or at least more) response to less important matters than seemingly trivial ones. Maybe because there are different teams dealing with them?
For example, in terms of COVID related cancellations (or rather the ones that were wrongly refunded outside of the EC) and missing payouts, it took roughly a month of constantly harassing CS in every case. In contrast, when I contacted them about my Superhost bonus, I got a fairly swift response and CS actually chasing me to see if it was all sorted. Not that I was happy with the outcome, but at least they got back to me (repeatedly).
So, you never know. Give it a try and let us know how it goes!
@Huma0 wrote:
@Rachael171
True, dealing with CS right now can be a painfully slow process. On the other hand, I've found that I get quicker (or at least more) response to less important matters than seemingly trivial ones. Maybe because there are different teams dealing with them?
I AGREE 90% with the above statement. as long as you don't have to escalate, and you can actually get through, you might get what you need. but you are talking cancels, which is their revenue and margin and all they care about.
so i'll say this to you @Rachael171 in response to @Huma0 i totally respect Huma's (?) input and mostly align with her theory and practices. i'm probably a bit more particular and possibly paranoid...def detailed oriented possibly to diminishing returns (ask my VPs), and def more quirky and scattered though lol
simple issue? yes? maybe? DEF not always. ABL always be leery
if you take that CS (understanding) support (positive hopeful attitude) procurement action, here's what you do:
handle it like its your entrepreneurial business. cause it is. ABB will want to hold you accountable and avoid losses, so handle your business with THEIR needs and business in mind
call during normal USA business hours 8-9 EDT to 56-ish EDT MAYBE 8-9ish EDT due to corp located in cali. at least they once had a bulk rep service center working out of san fran HQ. i'm guessing most service/call reps are now working remotely though
copious notebook notes--reserved just for this task. maybe make a table or use a spreadsheet so you have an soft (e)-copy:
write down EVERY name with whom you spoke and recrod
name, date, time, tier 1 (that's usually a given) location (if youre savvy and sly --see below) especially if you detect an accent because offshore handlers can make thing more complicated extended than they need to be, many times if you ask for and can ACTUALLY get a manger, if its not afterhourse, they will ping back the USA), issue, dept, transfer to name, location, team and what tier 2 or 3 if they have escalations that high etc
very casually "im sorry i didn't catch it what's your name again?" if its complicated ask them "to spell it so as to show respect by not butchering it when you address them" here do you have the pleasure of working from today?" (no one's ever not answered me)
once you redirect offshore after USA EoB through PDT here in states, service is a total crap shoot. you'll get lots of customer service in the form of empathy and niceties (i'd love to see that interpersonal skills training content--its part of my field) but never any straight finite definite answers--they mostly only come from normal business hour employees and teams. lots of redirection and lots of deflection and bounceback, it would be like trying to talk to trump and getting a straight answer, its like rubber. they send messages off to teams you never hear back from even in message threads.
call Voice over IP from computer (so you save minutes or data), go on i'll kill myself music hold, blast your speakers, clean the house, watch tv, do yoga (the music is already there lol), pick up when someone answers in an hour or more
cancels? they get more dicey--more factors combinations permutations to consider
if you want to talk about cancels and impact BE SURE YOU ARE ESCALATED AND TALKING TO THE PROPER TEAM (EXTENUATING CIRCUMSTANCES TEAM--i think its doc'd both for guests and hosts, perhaps UPCOMING RESERVATIONS or RESOLUTIONS TOOL TEAM I'M GUESSING) doesn't sound like Trust and Safety team
once you have confirmed you are in the exact right place (team? case manager?) for home sale and upcoming cancel handling deliver them a WIFFIM (what's in it for me ie them ABB) intention "i want ABB to be able to retain as much revenue as possible, guest fees, as well as me 'forfeiting, if i MUST--can we work that out if not' ie 3% host fees that you ABB get to keep minimize guest disruption, and secure with alternate accommodation options we can get guest to agree with in writing and hopefully be proactively satisfied with not complain about after"
see if you can get a dedicated assigned case manager due to complexity of situation--deliver another WIIFM
you might do some comp searches for your area, as a guest, traveler, check dates you want to cancel see what's out there, log the link somewhere
they might be more amenable if you do some homework
bullet out your issues, ABB CS at large seems to have listening or hearing and trouble processing information skills (call takers are mostly igeners and young millennial where unfortunately listening and accurate processing and furthermore accurate retain/recall tends to be a widespread problem, research has shown, this is also part of my biz work role)
type (in the already created case submitted with the first potential cancel need) as they are talking, tell them you are documenting on your end as well to ensure accuracy, you'll usually hear and see those rotating periods which is them starting to type too
its really hard to trust ABB CS, and you kind of have to nice karen them. lots of prodding, nudging restating, checking for understanding, escalating, confirming outcomes: "you said XYZ would happen am i correct?", and most of all at the right place (team) with a call taker who knows (or if he doesn't access to someone senior who does--please hold while i check)
what huma describes above about meticulous and regular follow up (the girl who chased her down about the SH bonus outcome not what she wanted but at least closed a loo) is VERY VERY RARE usually one of several scenarios:
0) trust and safety team somehow got assigned and they are CYA oriented
1) someone either new or still on new hire probationary period;
i.e., standard 90 days, this works, great you're hired on as reg FT EE or
sorry its not working, we have to let you go
i'd bet my life this happened with ABB due to covid losses (the number are insane, i heard HALF their force is in limbo--not working--and they are running on skeleton staffing model) in form of money saving layoffs that sacrifice proper, professional service and namely deep knowledge. they let go of the experts who are the seasoned EEs the people making money, (such a BAD BAD business performance act but i see it happen ALL THE TIME), lower the salary range, attract new hires willing to work, "train" aka throw them into the call center fire, or especially if remote its worse, for pennies;
2) new trainee who passed probation, that wants to make a good impression (too new to stop caring about her job, they want to excel;
3) someone who might be on a PIP (performance improvement plan) with close team lead or supervisory monitoring, possible listening in tandem to the calls themselves, (yes ive seen that in call center biz model process and systems consulting) much more rare, but i know i have spoke with individuals terrified to give wrong answers:
4) if you're lucky, an already seasoned start performer, which is super duper rare, especially now (i had names i kept track of before i can no longer get to those same exact people and from an HR standpoint, that i totally get, ABB will not disclose why, they are probably no longer active employees)
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like nikey: just do it
