Homeland Follow-up

Hello!

This short questionnaire will take you roughly 10 minutes to complete.

Please make sure to complete this form on the computer on which you intend to work, connected to the internet network you will use to work.

Please enter your name below:

Question 1

Dear Rachel,

Thank you for your note.

We have reserved 3 rooms at the hotel for employees of our company from June 3rd-5th. The confirmations we received don’t stipulate whether breakfast is included or not and I thought I selected the option that did offer this as well as flexible cancellation.

Could you confirm?

Thank you,

What is the main point of this email? (choose one)

Question 1

The guest would like to upgrade to a free breakfast.

The guest would like to know if their booking is confirmed.

The guest would like breakfast but does not want to change the terms of their booking now that they've already booked.

The guest would like to make sure breakfast is included on their reservation.

Question 2

I do understand that you are unable to travel because of your broken ankle, but you booked a non-refundable reservation.
I can see if there is a way to get this refunded for you.

What is the issue with the way this agent responds to the guest? (choose one)

Question 2

There is no empathy shown for the guest's situation.

There is no issue with the response.

The agent does not understand the guest request.

The agent did not ask for medical proof of the injury.

Question 3

A guest complains because you are the 3rd person they’ve been transferred to and now they have to explain their request again. After assisting the guest, what should you do?

Question 3

Try to find out which of your colleagues transferred the guest and ask them why they didn’t help.

Nothing. You took care of the request.

Tell your supervisor so that they can follow up.

Find out which colleagues were involved before you and report them to your supervisor.

Question 4

Dear Peter,

Thanks you for reaching out. I be happy to assist with your request. Please confirm you’re reservation number and I will contact the the hotel on your behalf and resent your confrmation, once completed.

Kind regards,

Dave

How many errors were made in the above email response?

Question 4

None

Question 5

Tell us about your favourite book, TV Show or Film. What is it about, and why do you like it?

Question 6

Describe yourself in less than 100 words

Question 7

Please run the below test, and then press COPY LINK to paste the link into the box right below.

Question 8

Open this link networktest.twilio.com in another browser tab and run the test (please give any browser permissions the browser asks for - don't worry, nothing gets saved or uploaded anywhere, it is just testing your connection).

When the test is complete, please take enough screenshots to ensure all results are visible (both the left side, and the right side are scrollable).