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CS Systems

Working with Offline tool - Onboarding (OF03)


Description
In this course, you will be trained on how to retrieve all necessary information in Offline, and execute necessary actions on changes, cancellations, name corrections, travel documents, check-in, luggage, and airline schedule changes.

Aim/Goal
The aim is to ensure you can proficiently assist customers using the Offline system.

Duration: 3.5 hours
Upload: 19-Aug-2024
Content
  • Introduction
  • Introduction to Offline
  • How to make notes in Offline
  • Luggage & travel documents
  • Handling questions on luggage
  • Handling questions on travel documents
  • Ancillary products
  • Handling questions on ancillary products
  • Changes, Cancellation & Refunds
  • How to handle a voluntary change
  • How to handle a voluntary cancellation
  • How to handle refund status questions
  • Name correction, & ASC
  • How to handle questions on a name correction
  • How to handle airline schedule changes
  • Survey
  • Working with Offline - Survey
Completion rules
  • All units must be completed
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