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Published by sam.taylor, 2018-03-29 07:32:25

April 2018 - Customer Service Training Manual - WORKING - Google Docs

Customer Service Training Manual - April

 

Customer Service    
Training Manual
 
April 2018

 

 

CONTENTS  

CONTENTS 2 
1. WELCOME 7 

1.1 General Information 7 
1.2 Team Information 11 
1.3 Monet 16 
1.4 CSAT: How is it calculated? 17 
1.5 CS Site 17 
1.6 GetYourGuide Core Values 19 
1.7 Family & Friends Discount 19 
1.8 Your New Desk 20 
1.9 GetYourGuide & Customer Service 22 
1.10 Departments Overview 23 
2.0 PORTAL 23 
2.1 Overview & Layout 24 
2.2 Customer Questions 24 
2.3 Booking Page Overview 27 
2.4 Shopping Cart Page 28 
2.5 Supplier Pages 29 
2.6 Tour Pages 30 
2.7 Booking Actions & Edits 38 
2.8 Supplier Cancellations (unconfirmed, on-demand) 40 
2.9 Reviews 42 
2.10 Unconfirmed Bookings 43 
2.11 Customized Bookings 45 
2.12 Coupons

  GetYourGuide Customer Service Training Manual— April 2018 


 

2.13 Rebooking a Tour 46 

Common examples: 46 

How to rebook: 46 

2.14 Unsubscribing from the Newsletter 47 

2.15 Inventory Tickets 48 

How does it exactly work? 48 

Are inventory tickets always with barcodes? 48 

What needs to be done to create a product in the inventory? 48 

When can we reschedule a ticket in the inventory? When can we cancel ? 49 

What is the difference between bookings managed by connector and bookings not 

managed by connector ? 49 

3.0 FRESHDESK 50 

3.1 Overview, Layout & Some Actions 50 

3.2 How to Categorize Cases 56 

3.3 Answering Emails 59 

3.4 Pre-booking Questions 62 

3.5 Last Minute Pick-up Requests 63 

3.6 Supplier Cancellations (Free-sale and Confirmed, On-demand) 64 

3.7 Invoice Requests 65 

3.8 How to Log Calls 65 

4.0 CUSTOMER LIVECHAT 67 

4.1 LiveChat Overview 67 

4.2 How LiveChat works 67 

5.0 3RD PARTY BOOKINGS 70 

5.1 3rd Party Bookings Overview 70 

What is 3PB? 70 

How to find a 3PB product? 70 

  GetYourGuide Customer Service Training Manual— April 2018 


 

How to contact 3PB? 72 
Common customer questions and how to action 72 
3PB rescheduling/cancellations in Portal 74 
6.0 B2B TEAM 74 
6.1 B2B Team Overview 74 
6.2 Resellers 75 
Who are our resellers? 75 
Why do we work with resellers? 75 
Reseller registration 75 
How a reseller makes a booking 75 
Recognizing a reseller booking 76 
Reseller - commission 76 
How the B2B team support resellers 76 
6.3 Suppliers 77 
Supplier registration 77 
How the B2B team support suppliers 77 
7.0 EMAIL ETIQUETTE 78 
7.1 Templates/ Canned responses 78 
Why are they important? 78 
How to personalize a standard text 78 
7.2 When Customers Complain 79 
Examples: 80 
Complaint workflow 80 
Guidelines and best practices 81 
What to do when a customer is dissatisfied with a case resolution 81 
7.3 First-time Resolution 82 
Why is it important? 82 

  GetYourGuide Customer Service Training Manual— April 2018 


 

How to do it 82 
How to predict other questions a customer might ask 83 
Is the customer’s request possible? 83 
7.4 General Guidelines for Writing Emails 83 
7.5 GYG Style Guide 84 
Acronyms 84 
American Spelling 84 
Apostrophes 84 
Capitalization 84 
Commas (serial) 84 
Company name 85 
Dates 85 
Exclamation marks 85 
Foreign place names 85 
Numbers 85 
Periods 85 
Pick-up and Drop Off 86 
Pronouns referring to companies 86 
Times 86 
8.0 PHONE 87 
8.1 New Voice Media 87 
How to receive a call 87 
How to make an outbound call 87 
How to place an outbound call or transfer while the customer is on the phone 87 
8.2 Basic Phone Etiquette 88 
How to greet customers 88 
8.3 Escalated/Unusual Calls from Customers 92 

  GetYourGuide Customer Service Training Manual— April 2018 


  93 
94 
8.4 Calls from Suppliers 96 
8.5 Frequently Asked Phone Questions 96 
9.0 GOODWILL POLICY 96 
9.1 What is Goodwill? 97 
9.2 Core principles of Goodwill 98 
9.3 Goodwill Policy 98 
10.0 SENIOR REPS 99 
10.1 What They Do 101 
10.2- How to Contact Them 101 
11.0 APPENDIX 102 
11.1 3PB Portal CXL 114 
11.2 Categories and Levels for Freshdesk 119 
11.3 Master Templates for Desk 122 
11.4 Canned Responses for LiveChat 123 
11.5 Customer—Cancellation 124 
11.6 Customer—Rescheduling a Booking 125 
11. 7 Supplier—Cancellation in Portal and Freshdesk
11.8 NATO Phonetic Alphabet

 
  

  GetYourGuide Customer Service Training Manual— April 2018 


 

1. WELCOME

 

1.1 General Information  

 

● For specific information about the Zossenerstraße Office, such as managers, kitchen, 
bathroom and safety rules, please check the CS Site.  

● The CS team meets regularly to review metrics, updates and other important information.  

● Friday Updates: every Friday at 17:30. It usually takes place on the Erich-Weinert-Str 
office, but we participate by teleconference. There’s pizza and beer after! 

● Global Updates: second Tuesday of every month at 17:00. It usually takes place on the 
Erich-Weinert-Str office, but we participate by teleconference. 

   

1.2 Team Information

 
Schedule:  

We are working in shift rotation. You will work every other weekend and get a day off in lieu for 
that. No need to request it: lieu days are prescheduled. You can predict and see well in advance 
which weekends you will be scheduled.  

Your schedule is available on: https://www.monetwfo-eu.com/Monet5/Default.aspx 

We work in shifts, 7 days a week: 

  Weekends & Holidays 
8:00-18:00 CET 
Monday—Friday 
8:00—20:00 CET 

8:00-16:30 (E)  8:00-16:30 (EW) 
9:00-17:30 (M9)  9:30-18:00 (LW) 
10:00-18:30 (M10) 
11:30-20:00 (L) 

Please note that shifts start in 30-minute intervals in the system, so it is possible that you 
could start in 30-minute intervals from 08:00 onwards. However, starting times that are not 

mentioned in the box above occur infrequently.  
 

If you have any requests to work a specific shift on a regular basis (for example: every Monday you 
need an E shift), please email your request to [email protected]. Please keep in 

  GetYourGuide Customer Service Training Manual— April 2018 


 

mind that these are wishes only; we will do our best to accommodate them all, but may not be able 
to meet every request. 

Please take some time to familiarize yourself with BambooHR, our Human Resources tool which 
can be found at https://gyg.bamboohr.com/login.php. 

You can check your schedule in Monet (for more information on how, please see the section about 
Monet). 

  
Sick Days:  

● If you are sick, you have to make sure to let us know early on. In order to do that, please 
send an email to [email protected] and state that you are sick and how 
serious it is. Will it last 1 or 2 days or for longer?  

● Please send us this email before 9:00 am so that we can make the necessary adjustments 
in the roster. 

● Once you send your email, one of the Team Leads will update the roster and put a time off 
record into Bamboo for you. If you have specific tasks that only you take care of, they will 
try to hand it over to someone else. 

● If you start in training, you will have to bring a sick note on the first day. This policy 
remains in place during your probation period. After your probation, you might have to 
bring a sick note only on the the 2nd or 3rd day. HR and your Team Lead will make this 
decision based on your absence record. 

● If you have a lot of sicknesses and were previously allowed to bring a sick note on the 3rd 
day, we will ask you to bring a sick note on the first day. HR will decide together with the 
Team Leads. 

● If you are sick, please give us an update every morning about the status quo and if you are 
recovering. 

● If you have a sick note for a whole week, there is no need to contact us every morning, but 
once you have the sick note, send us a picture. 

● You can leave the sick notes in the letterbox in the entrance area. HR will collect them from 
there regularly. You can also wait until HR is in the office to hand them the sick note 
directly. 

● If you are sick, we want you to stay home and make sure you are not contagious anymore 
when you come back. If you just feel a bit tired or hungover, you are not sick.  
 

Holidays: 

● An email needs to be sent to [email protected] as the Work Force 
Managers (WFMs) need to enter the holidays into BambooHR. 
 

  GetYourGuide Customer Service Training Manual— April 2018 


 

● If you have the days available, and there is enough language coverage, your holiday will 
immediately be approved. 
 

● If you don’t have the days available or there is not enough language coverage, your holiday 
request is escalated to the WFMs. 
 

● There are exceptions to the general rule:  
1. For longer periods at a time, it is harder to get an exception; for single days, it's 
easier; 

2. If there are a lot of people scheduled OFF for the day, it will also be less likely that 
an exception is granted; 

3. If the workload is really heavy and it is high season, exceptions will only be granted 
in cases of emergency; 

4. In low season and special circumstances, it will be easier to get an exception; 

● Your Team Lead will always try to find a solution. So, if you have a specific issue or problem, 
personal or family crisis, please always ask your Team Lead for help. 

● Please make sure to request and plan holidays well in advance, as not everyone can go at 
the same time. If you are not certain when you want to go but know roughly, apply anyway. 
To change a few days later is easier than it is to apply for 2 weeks altogether at a later date.  

 

Breaks: 

● If you work more than 6 hours, you're required to take a 30-minute lunch break. The 
break is pre-scheduled by Monet according to the expected call volume. 

● It is important to stick to the half hour and be back at your desk in time. There is an option 
to extend your lunch break in general to 1 hour: if you would prefer that, please contact 
your Team Lead to discuss it. 

● Besides your lunch break, you have 20 minutes to spend throughout the day on small 
breaks.  

○ Walk around, make coffee, go to the toilet or smoke a cigarette - it's up to you how 
you spend your small breaks.  

● No breaks from 08:00-09:00 and from 19:00-20:00 (weekend 17:00-18:00). Coverage 
is relatively low during those hours and we need to be reachable.  

○ Also, a break is something you take after you've worked, not the other way around. 
If you want to have breakfast before 08:00, make sure you are here well before 
08:00 or have your breakfast after 09:00. 

● Toilet breaks are always allowed, of course. 

  GetYourGuide Customer Service Training Manual— April 2018 


 

● When you leave your desk, you will have to put the appropriate status into the NVM 
system (‘Break’). More about this in the appropriate section about the NVM system. 

 
Private Internet Use: 

● Please keep private internet use to a minimum while you are working (i.e. when you are not 
on your lunch break). 

● Briefly checking personal email, Facebook messages, etc. is fine; again, we trust you to use 
your judgment here. 

 
Who is Who in the CS Team: 
 

 

  GetYourGuide Customer Service Training Manual— April 2018 
10 

   

1.3 Monet
 

 

● Monet is our Workforce Management (WFM) tool.  
 

● It stores all the information required to plan your shifts: languages spoken, hours worked 
per week, etc.  
 

● If you have any trouble with logging in or with Monet itself, please email: 
[email protected].  

 

How to use it? 

Schedule: 

● At GetYourGuide, shifts are published, in Monet, 4-weeks in advance.  
 

● Once these 4-weeks of shifts have been published, they are fixed.  

○ However, you can still chose to make shift swaps with colleagues or request 
holidays, if you wish.  
 

● What might change, within the published 4-week shifts, is the distribution of your 
day-to-day tasks, such as: online time, offline time, lunch breaks, etc.. 
 
○ This is because the system builds shifts and daily tasks around the anticipated 
amount of incoming volume it expects to receive for the day, using previously 

 

11  GetYourGuide Customer Service Training Manual— April 2018 

 

collected data, and it then compares this data with the amount of language 
coverage we have.  
For example: If Monet anticipates 30 French calls between 09.00 - 10.00 on a Tuesday 
morning, then, it will assign enough French speakers to cover this volume, assigning them 
an M9 shift (or earlier) with their online, phone time covering 09.00 - 10.00.  
● This is why if you are sick, you have to email [email protected] before 
9am. The workforce managers will update Monet at 9am and everyone’s daily tasks will be 
reassigned, to cover any gaps in the expected phone call volume. 
Checking your daily schedule: 
● To check your daily schedule in Monet, you just have to log in and check the ‘Home’ page, as 
pictured below. 

 

● All of your daily tasks are shown in different colours 
 

● You will receive an on-screen notification when it is time to switch from one task to another 
(Answer call, Email, Lunch Break, etc.). 

Note:  This schedule will show the next shift that you are scheduled to work, so don’t forget to check the   
date at the top of the schedule. 
 

 

  GetYourGuide Customer Service Training Manual— April 2018 
12 

 

Checking your long-term schedule: 
● To check your schedule for more than one day, simply go to the ‘My Schedule’ tab (pictured 

below). 
 

 

● Ignore the ‘Interactive Schedule Calendar’, as the colours are not correct and do not 
accurately represent the legend’s colour code.  

○ The Workforce Managers manually change some rules in Monet, to ensure that 
everyone gets at least 2 days of the weekend off per month.  

○ If they didn’t do this, Monet would automatically assign speakers of lesser-covered 
languages to work every weekend, which would not be fair.  

● Instead, go to the ‘Bulk schedule change request/View’, change the date range to your 
desired timescale (a week, two weeks, etc.) and click ‘View’. 

● You will then be given a list of all the dates and times of your shifts for your desired time 
period. 

Note: Monet will list all the date ranges in your desired time frame, even if you are not required to work on 
one of those days. If you are not required to work on a particular day, Monet will display N/A.  

  GetYourGuide Customer Service Training Manual— April 2018 
13 

 

Adherence 

● Your adherence rate is the measure of how closely you stick to your daily, scheduled tasks 
(Answer calls, Email, Lunch, etc.) as defined by Monet. 

● Monet works closely with our phone system: ‘New Voice Media’ (NVM), in which you are 
required to change your status throughout the day (check the ‘New Voice Media’ section 
for more information).  

For example: If you are scheduled to respond to emails from 09:00 - 10:00 in Monet, then you should 
put yourself in the status ‘offline email’ in NVM and answer emails. If, for some reason, you did not do this 
or forgot to do so, you would start to lose your adherence score.  

● The target adherence rate is around 85%. 
 
○ Don’t worry if your adherence rate is not 100%, it is impossible to achieve, as break 
times, for example, will deduct from your adherence rate, as they are not 
predefined in Monet.  

 

● To check your adherence rate, go to the ‘My Schedule Adherence’ tab, on the left-hand 
bar.  
 

● To check for specific date ranges, enter your preferred date range into the boxes and click 
‘View’ 
 

● You will get your schedule adherence rate for each of the dates within your desired range 
and, by clicking on the magnifying icon, you will be able to break down each day by hour and 
minutes.   

Holidays   

● Holidays are not scheduled through Monet, even though there is a option to do so. 
 

  GetYourGuide Customer Service Training Manual— April 2018 
14 

 

 

● In summary, an email needs to be send to [email protected] as the 
Workforce Managers (WFMs) need to enter the holidays into BambooHR. 
 

● For more information on how to request holidays, check the Holiday information in section 
1 of the training manual. 

Shift Swaps 

● It is also possible to use Monet to request shift swaps. However, as with the holiday 
function, this is currently not being used.  

 

● If you would like to request a shift swap, ask in the Slack channel #cs-fun for anyone that 

would like to swap their shift for yours 

 

○ Make sure to specify: the date of your shift; the shift start time and what 

preferred shift date and start time you are looking for in return. 

 

● Once you have found someone with whom you would like to swap shifts, send an email to 

[email protected] with the relevant information discussed with the 

person you want to swap with. 

 

○ The Workforce managers will then reply back to your message, either accepting or 

rejecting your request, with reasons why, when necessary.   

  GetYourGuide Customer Service Training Manual— April 2018 
15 

 

1.4 CSAT: How is it calculated?  

 

After a customer has interacted (by email or chat) with us, they will receive a request to give a 
rating to the CS service. We call this rating our Customer Satisfaction rating, or CSAT for short. 

CSAT is received from two of our channels: Freshdesk & LiveChat (on tour pages). 

1. Freshdesk: the feedback request appears in the footer of the same email whenever we click on 
‘Send and set as Resolved’. It looks like this: 

 

 

2. LiveChat: when customers chat with one of the Customer Service Representatives (CS Reps) 
they have the chance to give feedback when chat is finished.  
 
It looks like this: 

 
An unhappy customer counts for 0% and a happy one for 100%, as you can see on the table below: 
 
 
 
 

  GetYourGuide Customer Service Training Manual— April 2018 
16 

 

CSAT Score 

0 (Very Unsatisfied)  
0%  unhappy customer 

1 (Unsatisfied) 

100%  happy customer  2 (Satisfied) 
3 (Very Satisfied) 

 

When then calculating the weekly average, the average CSAT % of all the 0% and 100% CSATs are 
used.  
 
Here is an example: 

CSAT scores 

3  100% 

3  100% 

3  100% 

2  100% 

0  0% 

Average CSAT  80% 

   

1.5 CS Site

 
The Customer Service Site is a wiki website where we store all of our relevant department 
information, including updated news about the attractions; general operational policies and 
processes; information about how we work with other departments; how to use all CS tools; 
communication policies, etc. 

If you have a question about how to do something, the information should be on the CS site!  

Keep in mind that this is a fluid document, and we are always updating information to be 
up-to-date. 
 
You can check it using the following link: 

https://sites.google.com/a/getyourguide.com/cs-site-2/?pli=1  

 

  GetYourGuide Customer Service Training Manual— April 2018 
17 

 

1.6 GetYourGuide Core Values  

 
Passion 

We are passionate about building a great business 

We are devoted to delighting our customers 

We are customer advocates in conversations with colleagues, 
suppliers and partners 

We love taking tours and talking about them 

We evangelize the product 

 

Commitment 

We empower each other 

We take individual responsibility and we are positive 

We collaborate to succeed as a team 

We value hard work and celebrate results 

 

 

Learning 

We develop and push ourselves 

We seek to learn about customers, markets, strategy and 
partners 

We take calculated risks to learn quickly and are not afraid to fail 

Leaders develop leaders and take their coaching role seriously 

 

Clarity 

We believe in each other and tell it like it is 

We give and receive honest feedback 

We have conviction and are tenacious 

  GetYourGuide Customer Service Training Manual— April 2018 
18 

 

We act respectfully but do not compromise for the sake of social 
cohesion  

Once a decision is determined, we commit and support wholly 

 

Positivity 

We motivate each other with our positive attitude 

We enjoy overcoming challenges 

We celebrate success and give appreciation where it’s due 

We bring a light-hearted sense of humor to everyday situations 

We take pleasure in becoming the best in our fields of expertise 

 

1.7 Family & Friends Discount
 

 
Go book some tours! GetYourGuide offers all employees a Family and Friends discount of 20% to 
use all our products.  

If you want a coupon, you can find a discount code in our Intranet.  

Go to Team Wikis > People - HR/IT/Office.  

In the section Company Info, you will find the Family and Friends discount. 

Here is the link, if you want to start booking some tours! 

https://sites.google.com/a/getyourguide.com/people/kb/employee-benefits/family-and-frien
ds-discount  

 

1.8 Your New Desk  

 

● Please check your new logins 

● Bookmark these useful links: 

○ GYG website: http://www.getyourguide.com/   

○ Portal: https://www.gygadmin.com/  

  GetYourGuide Customer Service Training Manual— April 2018 
19 

 

○ Freshdesk: https://getyourguide.freshdesk.com/a/   

○ New Voice Media: 
https://cloud11.contact-world.net/CallCentre/?account=GYG 

○ Monet: https://www.monetwfo-eu.com/Monet5/Login/Login.aspx 

○ Slack: https://getyourguide.slack.com/messages/customer-service/  

○ Gmail: http://gmail.com   

○ Calendar: https://calendar.google.com/calendar/render?tab=cc#main_7  

○ CS Site: https://sites.google.com/a/getyourguide.com/cs-site-2/ 

○ CS News Feed: http://bit.ly/1GAB6M2  

○ GYG Intranet/Internal Wiki: 
https://sites.google.com/a/getyourguide.com/intranet/home  

○ 3rd Party Bookings Overview: http://bit.ly/1bAXHh9  

○ Master Templates: 
https://docs.google.com/spreadsheets/d/1oMpZmaHx_dVIZpLo40klfApsN2y
4gtYJ_3VYgG4j0O0/edit?ts=569e0133#gid=0  

○ GYG tours FAQ: 
https://docs.google.com/spreadsheets/d/1OUSZOtqyi0w3NpZuZ7Gyhk_F6Nz
mFzYMRTb4Pb3E4bg/edit#gid=0  

○ Goodwill Policy: 
https://drive.google.com/drive/folders/19IOYNUjMfwhTiZpkVk3whh7tCKha
QEk9  

○ Supplier Administration: https://supplier.getyourguide.com/en/  

○ BambooHR/Dashboard: https://gyg.bamboohr.co.uk/home/ 

○ Small Improvements: https://getyourguide.small-improvements.com/login  

○ Google Maps: http://www.maps.google.com  

○ Google Translate: https://translate.google.com  
 

● Sign into Slack.  

○ If you don’t see the desktop program, you can use the web version 
(getyourguide.slack.com) or download it here (https://slack.com/intl/de-de) and 
say hi to your new colleagues! 

● Customize your Gmail settings: inboxes, filters, themes, preferences, labels, etc. 

  GetYourGuide Customer Service Training Manual— April 2018 
20 

 

● Set your Chrome preferences to automatically open tabs for the most important pages on 
startup: GYG website, Portal, Freshdesk, New Voice Media, Monet, Slack, Gmail, Calendar, 
CS Site and CS News Feed. 

 

1.9 GetYourGuide & Customer Service  

 

Bestseller products: 

● Eiffel Tower 

● Vatican Museums 

● Louvre Museum 

● Sagrada Familia 

● Burj Khalifa 

● Empire State Building 

● Colosseum 

● Santa Maria delle Grazie (Last Supper) 

 

Top 5 reasons why customers contact us: 

● How do I book a tour and get my ticket? 

● Please edit or cancel my booking 

● I have not yet received my ticket voucher 

● Please edit my booking 

● My tour did not go as planned (complaints) 

 

How do customers contact us? 

● Phone 

● Web form (http://www.getyourguide.com/contact.php) 

● LiveChat 

  GetYourGuide Customer Service Training Manual— April 2018 
21 

 

● Social media (Facebook, Twitter, Instagram) 

 

How do we make money? 

● We charge commission on all bookings, usually between 10-30%. Other commissions are 
negotiated between the supplier and their GYG Destination Manager. 

 

 

1.10 Departments Overview  

 
● Johannes Reck (CEO) 

● Human Resources 

● Operations 

○ Content Operations 
○ Visual 
○ Business Development 
○ Sales 
○ Offices around the world: Paris, London, Rome, Barcelona, New York, Dubai, etc.  
○ Customer Service 
 
● Product 

● Engineering 

○ Zurich Team 
○ Mobile Engineering 
○ Front End, Systems, and Software Engineering 
○ Business Intelligence 
 
● Commercial 

○ Marketing 
○ Public Relations 
 
● Finance 

○ Controller 
○ Accounting 
○ Fraud 
 

  GetYourGuide Customer Service Training Manual— April 2018 
22 

   

2.0 PORTAL  

2.1 Overview & Layout

 

What information is stored in Portal? 

● Booking details 
● Customer accounts 
● Tour details 
● Supplier information 
● Reseller information 

 
Portal Home 

● Internal Wiki 
● GYG cockpits (Destination Managers and CS) 
● Statistics 
● Tools 
 

 

Customer Care Cockpit 

● Customer questions 
● Pending reviews 
● Pending supplier cancellations 
● Unconfirmed bookings 

 
Tools 

● Coupons: The Senior Reps can create a coupon from scratch 
 

● Pre-generated coupons are available to send to customers in Goodwill situations (please 
see the Goodwill section for further details). 
 

  GetYourGuide Customer Service Training Manual— April 2018 
23 

 

How do I find a booking? Search by: 

● Reference number (GYGXXXXXXX or only XXXXXXX) 
● Customer name (first and last) 
● Customer email address 
● Shopping Cart number (SCXXXXXXXX or only XXXXXXXX) 
● Invoice number (GCI-000XXXXXXX or only XXXXXXX) 
 

2.2 Customer Questions  

 
Why do we have customer messages in Portal?  

● We used to receive customer questions via an ‘Ask a Question’ tool on the tour page. The 
message was delivered via Portal. If we did not have the information available to answer 
the question, Portal allowed us to forward the question to the supplier, who was then able 
to reply via GYG Supplier Administration.   

● The ‘Ask a Question’ tool has been deactivated in March 2018. During a backlog 2 months 
earlier, we deactivated the tool for 50 % of all products. We noticed an increase in the 
conversation rate when the tool was not offered and, therefore, deactivated it on all tours. 

 

 

2.3 Booking Page Overview  

 

● Product info (Tour title, Tour option, Supplier/contacts) 

● Booking info 

○ Status: the booking status indicates whether a reservation is active or cancelled. 
The supplier status indicates the action, if any, the supplier took on the booking 
(‘confirmed’, ‘unconfirmed’ or ‘cancelled by the supplier’) 

○ Voucher: this link will open the voucher in a new window 

○ Supplier reference no: suppliers can enter their internal reference numbers here 

○ Start time 

○ Total number of participants 

○ Billing details: an itemization of the pricing for the tour, GYG commission, and the 
final supplier payment 

  GetYourGuide Customer Service Training Manual— April 2018 
24 

 

○ Comments: information that a customer has entered on a booking. This is visible to 
the supplier. 

 
● Customer info (name, address, email, phone, language, etc.) 

 
● Source info: indicates on which platform (desktop, mobile, app) the booking was made 

 
● Review: the customer review, if there is one 

 
● Reseller  information:  information  indicating  when  a  reseller  coupon  is  applied,  and  for 
bookings made through the reseller portal 

 
● GYG  information:  CS  generally  only  uses  the  toggle  when  a  booking  is  made  over  the 
phone 

 
● Booking  actions:  resend  voucher;  refund  as  a  discount;  refund  as  a  reduction;  cancel  a 
booking; fraud cancellations (only Finance and Senior Reps use the fraud cancellations) 

 
● Booking comments (see list below): these are only visible to CS Reps in Portal 

 
 
  

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25 

  List of Abbreviations 

  OBC  outbound call 
IBC  inbound call 
  OBE  outbound email 
  IBE  inbound email 
Xfer  transfer(ed) 
26  Conf  confirmation/confirmed 
Inf 
Cust  informed 
Sup  customer 
Cxl  supplier 
RF  cancellation 
PB 
GW  refund 
GOG  pushback 
CC  goodwill  
PP  gesture of goodwill 
LC  credit card 
GC 
VC  PayPal 
Add  LiveChat 
Tel no  gift certificate 
Ref no  voucher 
address 
telephone number 
reference number 

GetYourGuide Customer Service Training Manual— April 2018 

 

2.4 Shopping Cart Page  

 

● Price: this will show how much the customer paid for the tour, as well as the value of any 
coupons or gift certificates applied to the order. 

● Payment options: credit card, Maestro or Paypal.  
Customers with a German bank account have the option to pay with SEPA direct debit. For 
SEPA direct debit, the maximum shopping cart price is 500 EUR (or equivalent in other 
currencies). Furthermore, the tour needs to take place at least one week after the booking.  
Also, it’s not possible to buy gift vouchers with SEPA.  
Customers with a bank account in DACH (Germany, Austria, Switzerland), ES, IT, and NL 
also have the payment option SOFORT (it’s a secure, no risk for GYG, bank transfer). 

Potential payment problems: how to deal with customers and payment issues 

● If a customer has received a refund on a booking, sometimes they will call or email later to 
say that the refund has not been applied to their bank account or credit card. Please send 
the Shopping Cart ID to a Senior Rep. They will check our payment system, Adyen, and give 
you further information about the refund. If a refund is paid to a credit card, we can provide 
the customer with an ARN (Acquirer Reference Number) to track the refund payment. 

● Whenever a PayPal refund is initiated for a payment done more than 6 months ago, please 
contact the Senior Reps, as the refund will not be processed automatically. 

● If customers informed you that they filed a PayPal dispute, you should ask them to close the 
dispute if the outcome is a full refund or in any way satisfactory for the customer. 
Otherwise, customers usually leave the dispute open until it expires automatically, which 
causes a huge list of "resolved" open transactions to the Payment department.  

● To close a dispute or claim, the customer needs to: 

○ Log into their PayPal account 
○ Click “Resolution Centre” at the top of the page 
○ Select “Open cases” in the drop down menu and find the claim they wish to close 
○ Click the Case ID link (e.g. PP-111-222-333) under the Case column 

 
● If the payment was made with SEPA, we need to be extra careful because it’s easier to 

be a fraud case. So, if it’s a request for refund or date change on a SEPA transaction above 
150 euros, you should always forward every single case to the Senior Reps.  

● A pop-up window will remind you to do so. 

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● Also, the self-cancellation button is not available for SEPA related bookings. This means 
that customers that paid with SEPA don’t have the possibility to cancel the bookings by 
themselves and will be requested to contact Customer Service instead.  

 

2.5 Supplier Pages  

 

General data: 

● Supplier ID: listed on the first tab on the page 

● Contact info: primary contact email address 

● Webpage: the supplier's webpage might list other phone numbers we can try if the 
supplier is not reachable ot the phone number provided in Portal 

● Payment info: mainly important for Finance 

● Account Manager: you can check the name of the GYG Destination Manager (former 
Account Manager) for that supplier and ask the Senior Reps to contact them when needed. 
Many suppliers are actually managed by the Supplier Support team. 

 

 

 

 

 

  

 

 

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● Supplier Priority: there are 4 numbers (1-4), with 1 being the highest priority and 4 the 
lowest. The Destination Managers deal with priority status 1 & 2 suppliers and the Supply 
Operations Team (Supply Ops) deal with priority 3 & 4 suppliers. Priority 4 is also given to 
new suppliers. 

● Notification settings: in the lower-right corner of the page, this is good to check for 
further contacts if you need to write to a supplier about a complaint or review 

● Tours of supplier: a list of all tours, with the tour ID, status (active, deactivated, expired, 
new, quality checked), title, supplier reference code, and tour location 

● Bookings to supplier: this list only displays 401 bookings of the supplier. If there are more 
than 401 bookings to a supplier, you can use the dynamic filters to filter by tour date or by 
booking date 

● Questions to supplier: a list of all customer questions sent through the site before we 
deactivated the ‘Ask a Question’ tool in March 2018 

● Specials of supplier: all active discounts and special offers applied by the supplier. Special 
offers apply to the date of a tour, not the date on which the customer makes the booking 

 

2.6 Tour Pages  

 

Tour ID: listed on the first tab on the page 

Tour general: 

● Mobile vouchers accepted: this toggle can only be changed by a Destination Manager 

● Supplier voucher required: some tours require a second voucher or e-ticket from the 
supplier. In those cases, we do not send normal GYG vouchers. This way the customer will 
only have one voucher to take with them. These tours are identified in Portal at “Supplier 
voucher required”. We can still send all our emails to the customer (confirmation email, 
pre-trip, etc.) where they can find the meeting point and our contact details, if needed. 

● Commission Rate: GYG commission for the tour 

● Priority: internal information which is used by the Supply Ops Team for reporting purposes 

● Is this a third party booking? indicates whether a tour is a third party booking or not 

● Cancellation policy 

● Master language: listed under “Language Dependent Data” as “(Original)” 

● Tour info: highlights, description, good to know, inclusions/exclusions, photos, etc. 
 

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Tour Options: 

● Starting point information, included on the voucher 

● Pricing 

● Booking engine 

○ Free-sale: the booking is confirmed immediately and automatically as soon as the 
customer books it. Some free-sale tours don’t have a cut-off time; others do. 

○ On-demand: the supplier (or the 3PB team) must manually approve the booking 
(usually within 48 hours) after the customer buys it on the website. Once the 
booking is confirmed, the customer receives the voucher/ticket 

○ Cut-off time: the tour cannot be booked within this timeframe. Most tours have a 
10-hour cut-off time, but some have none. If so, the product can be booked on the 
website up to one-minute before the tour starts  

● Private option 

● Additional Properties: Skip the Line/Fast Track Entry, Wheelchair Access 
 

Tour Availabilities: 

● List of starting times/opening hours per day 

 

2.7 Booking Actions & Edits  

 

Adding a comment: 

● Booking comments are only visible internally in Portal. Comments should be brief, concise 
and objective. ALWAYS leave a comment when a customer or supplier contacts us about a 
booking and include relevant links to Freshdesk, in case another CS Rep needs to follow up 
on the booking. 

Resending a voucher: 

● Customers email and call us all the time to have their vouchers re-sent. The tool in the 
Actions menu will resend the confirmation email to the address on the booking, with 
vouchers for all of the tours in the order. This tool isn’t perfect, so feel free to manually 
email a voucher link in Freshdesk if a customer says they still didn’t get the email. 

● Additionally, customers can resend the voucher to themselves, as long as they are logged 
into the GYG account, or if they know the GYG booking number by using the ‘Contact us’ 
section of the webpage.  

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Refunds: 

● Cancellation is used when the customer DOES NOT take part in the activity, and the 
supplier agrees to a full refund. It is always a full refund, which means that GYG and the 
supplier pay everything back to the customer. It can be the request/mistake/fault of the 
customer OR the supplier, and the party who wishes to cancel should be indicated correctly 
when you are cancelling the booking, so that we capture the correct data. This is 
irrespective of who has contacted you to process the cancellation.  

○ Reduction is used if the customer DOES take part in the activity, but there is a problem 
and the supplier agrees to a refund. This refund can be partial or full. The exception is when 
the supplier does not reply within the deadline given by GYG (72 hours during the week or 
5 days, if a weekend is included), then we can proceed without their permission. Reductions 
are paid by the supplier and GYG, according to the supplier and commission rate. The 
reduction should always be done in the supplier's currency. As the default option is set to 
'customer', you have to manually change it. A reduction is also used when the customer 
DOES NOT take part in the activity but is only entitled to a PARTIAL refund .  

○ Discount can be partial or full. It is usually done in cases of Goodwill or when it's GYG’s 
fault. GYG is the only one paying the amount back to the customer, which means that the 
supplier still receives their full share. It is not possible to choose the currency for a 
discount. It automatically mentions the currency the customer paid in. 

○ Whenever issuing any refund, ensure that you actually process it. A good tip is, before 
writing the email to the customer informing about it, to check the refund box on the 
booking and whether the amount is correct. 

 

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Which cancellation reason to choose? 
 
Cancellation is used when the customer DOES NOT take part in the activity, and the supplier 
agrees to a full refund.  

● It is always a full refund, which means that GYG and the supplier pay everything back to the 
customer.  
 

● It can be the request/mistake/fault of the customer OR the supplier, and the party who 
wishes to cancel should be indicated correctly when you are cancelling the booking, so that 
we capture the correct data. This is irrespective of who has contacted you to process the 
cancellation.  
 

● Below, you can find an explanation/examples of each of the cancellation reasons in Portal, 
which enables us to capture the most accurate data.  
 
○ The customer needs to cancel: Please use this group when it is the customer who 
does not want to take part in the tour/could not take part in the tour, regardless of 
who it is reported by. 
 
○ Customer had an emergency: The customer has changed plans or has unforeseen 
circumstances such as cancelled flight, sickness, cancelled the trip. The customer 
has contacted us within the cancellation policy, or if outside of policy period, the 
supplier agreed to a full refund.  
 
○ Customer changed his mind (whole trip cancel/change of plans, doesn't like the 
weather): The customer has changed their mind and the tour is within cancellation 
policy, or if outside of policy period, the supplier has agreed to a full refund.  
 
○ Customer made a mistake (wrong age, option, language, double booking, didn't 
provide requested details): The customer has booked the wrong option, language, 
age, etc. The customer made a double-booking or booked the wrong tour by 
accident. The customer has contacted us within the cancellation policy, or if outside 
of policy period, the supplier agrees to a full refund.  
Or the customer did not provide the required details that the supplier requested in 
the booking process (e.g. full name, date of birth, weight, etc.).  
 
○ Unconfirmed booking, customer doesn't want to wait: The customer's booking is still 
unconfirmed, and the customer wishes to cancel rather than waiting longer for a 
confirmation.  
 
○ Customer was late/wrong meeting point and supplier agreed to refund: Customer 
was waiting at the wrong meeting point, or was late, and could not take part in the 
tour. When the CS Rep checked with the supplier, the supplier agreed to refund the 
customer in full.  
 

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○ Customer found a better offer somewhere else: Customer decided to book another 
activity using another platform, or on location directly with the activity provider. 
 

○ Other: Any other reason not specified above in which the customer had to cancel. 
Please specify it in the comment section. 
 

The supplier needs to cancel: Please use this group when it is the supplier who wishes to 
cancel/could not offer the tour, regardless of who it is reported by 
 

○ Activity no longer offered by the supplier: The activity has been deactivated on 
GetYourGuide by the supplier, or the supplier will no longer offer it at all but the 
customer was able to book. 
 

○ Force majeure (Bad weather, institutional events, natural disasters, strikes, power 
outage, terror): The supplier decided that the tour cannot run due to weather 
conditions, Institutional events at attractions: political, religious, or big private 
events; strikes, terror attacks, power outage, natural disasters. 
 

○ Minimum number of participants not reached: The supplier did not get enough 
reservations to run the tour. 
 

○ Last-minute booking, no time to arrange/confirm: The supplier received the booking 
too close to the start time and could not make the necessary arrangements for the 
tour to run. 
 

○ Activity has been cancelled: The tour was supposed to run but the supplier 
cancelled it due to an emergency; guide is sick or unavailable, the vehicle has 
broken down, a hotel or service has cancelled on the supplier etc. 
 

○ Activity does not take place at the date/time offered in GYG: The wrong time and/or 
date was advertised on GetYourGuide, and there is no tour running at the 
customer's booked time.  
 

○ Activity is fully-booked: The maximum number of participants had already been 
reached for this activity, but GetYourGuide availability had not been updated. 
 

○ Supplier did not show up in the meeting point/pick up location: The customer was 
waiting at the meeting point/pick up location but the supplier did not show up 
 

○ Supplier cannot offer activity as described (pick-up, inclusions, languages, did not 
request customer details, voucher): The supplier cannot offer the customer's 
selected option; language, pickup, inclusions. 
Or the supplier could not get the necessary details from the customer to make the 
booking (e.g. full name, date of birth, weight), but these details were not requested 
during the booking process.  

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Or, the supplier will not accept a mobile voucher (but is advertised as possible on 
the website). 
 
○ No reason provided/other: The supplier has not provided us with a cancellation 
reason or a reason not mentioned above. Please add notes to elaborate. 
 

Other: Most of the time, this is a cancellation made by GetYourGuide. CS Reps in the main team 
should not come across many instances to use this. 

○ Suspected fraud: GetYourGuide's finance team is cancelling this booking, as there is 
a high risk that this booking may be a suspected fraud case.  
 

○ Supplier has been deactivated by GYG: GetYourGuide has terminated the contract 
with this particular supplier.  
 

○ GetYourGuide internal decision (e.g. decide to move bookings from one tour to a 
similar one): GetYourGuide has had to move a customer from one activity to a 
replacement activity for some reason. 
 

○ Reseller wants to cancel: The travel agency, or the reseller wishes to cancel the 
booking and it is within the cancellation policy. If it is outside of policy period, the 
supplier agrees to a full refund.  
 

○ Test ticket: Internal test tickets 
 

○ 3PB - technical issue/connectivity: A 3rd party booking has technical issues or 
connectivity problems, so some bookings must be cancelled.  
 

○ Other: Other reasons which do not conform with any of the above, for cancellations 
which were not requested by the supplier or the customer. 

 
 
 
 

 

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Cancellations and reschedule requests: 

● Customer cancellations: when a customer asks to cancel a booking, first check the 
cancellation policy for the tour. If there are additional policies that override the general 
GYG policy, they will be listed on the GYG and Portal tour pages under “Cancellation 
Policy”. However, the easiest way to find the information is on the booking under 
“Customer Cancellation Policy”. 

○ If you can cancel, proceed and send the confirmation email to customer (Template/ 
canned response : CXL CXL CONF), resolving the case. 

○ If the tour cannot be cancelled as per the written policy, please email the supplier 
anyway (Template/ canned response : SUPP EXCEPTIONAL CXL) to see if they 
can make an exception (many suppliers are happy to do so!). Assign the case to 
yourself and leave it pending so you can follow up. 

○ Always reply to the customer as well to let them know that we need to request 
cancellation manually (Template/ canned response: CXL POLICY 2).  

○ If it's an urgent booking (within 24 hours), call the supplier. Even though, it's better 
to ask them to reply in writing. 

○ If the supplier declines the cancellation, or doesn't reply at all, push back to the 
customer straight away, saying that, unfortunately, we cannot offer a refund and 
explaining the reasons why. If the customer comes back after this, Goodwill policy 
can be considered. If so, check with the Senior Reps to see if it’s appropriate to 
offer a refund anyway. 

○ Inform the customer accordingly and resolve the case. 
○ If you make a cancellation by mistake, please ask a Senior Rep to delete the refund 

and reactivate the booking. This is only possible for 12 hours because the booking 
cannot be reactivated when a refund is complete. Bear in mind that the supplier 
only receives an automatic notification about a cancelled booking, but not 
about reactivation. Therefore, in case of reactivation, please call/email the 
supplier to let them know that the booking is active again. If the supplier is not 
informed, customers are not accepted and they are then not happy with 
GetYourGuide, as a consequence. Connected bookings cannot be reactivated. 
 
● Reschedule requests: When a customer asks to reschedule a booking, you should first 
check the cancellation policy, as well, and the same procedure for cancellation applies. 
 
○ If you can't reschedule, ask the supplier anyway (Template/ canned response: CXL 
RESCHEDULE REQUEST) and leave it pending/assigned to you. 

○ On the other hand, if you can reschedule, you need to pay attention to the 
following: 

● Free-sale tours: check the tour page to confirm that there are still places 
available and the price is the same. If yes, reschedule and send the updated 
voucher to the customer. If not, inform the customer. 

● On-demand tours: if the booking had already been confirmed, inform the 
customer that you need to first check availability with the supplier. Email 

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the supplier with the reschedule request (Template: CXL RESCHEDULE 
REQUEST). As above, assign the case to yourself and leave it pending so 
you can follow up. 

○ When the supplier replies, inform the customer accordingly and resolve the case. 

○ Please bear in mind that the cancellation policy is also valid for some changes on 
the booking, such as reducing the amount of participants or amending the type of 
participants (adults, children, seniors, students). 

○ Also, some tickets/tours have long validity (6 months, 1 year) so we don't need to 
reschedule. If this is the case, please inform the customer accordingly.  

■ You can find the information on the "Know before you go" section and/or 
the voucher. 

○ If you receive a cancellation request from a supplier for a free-sale/confirmed tour, 
deal with the case as normal. 

○ Customers are able to cancel and/or reschedule their own booking through the 
“Contact Us” page on the website, regardless of whether they have a GYG account 
or not. If the customer does not have a GYG account, they will be required to 
provide the GYG booking number and the PIN code to proceed. The PIN code can 
be found in the confirmation page, confirmation email, or the booking voucher.  

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Editing a booking: 

○ Traveler comment: you can add, remove or edit hotel information and customer requests 
entered in the comment field. This information is visible to the supplier and they get a 
notification, in their supplier administration portal, when it is updated. 

○ Participants: Sometimes a customer needs to remove some, but not all, of the participants 
on a booking. The cancellation policy on the tour still applies: you may need to email the 
supplier for permission if it’s within the cancellation timeframe. For tours with pricing per 
person, edits to the participants are immediate and cannot be undone by CS! If you make a 
mistake, please contact the Senior Reps and they will send a ticket to IT to reverse the 
action. 

● Customer info: usually customers only need to change the name or the email address. 

■ Name: the customer name appears on the voucher. If a customer needs to add a 
different name, please do so under “Lead Traveler Address”. 

■ Email address: you can change this under the Billing Address. All booking 
information (vouchers, pre-trip emails, review reminders) will be sent to this email. 

 

2.8 Supplier Cancellations (unconfirmed, on-demand)  

 

If a supplier cannot accept an on-demand booking, they will decline the request in their Supplier 
Account, and we receive a cancellation request in Portal. 

 

How to process a supplier cancellation: 

● Go to GYG Inbox > Cancellations.  
● Assign cancellations to yourself based on language, except the ones for 3PB products (see 

Appendix 9.1). 
● In your Portal inbox, click on the booking number to open the booking. 
● The cancellation note from the supplier is in a red box at the top of the booking. Copy and 

paste the entire cancellation note into a new comment on the booking (this is because, if 

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you reactivate the booking, or accept the cancellation, that information disappears and we 
need a record of it). 
● In Freshdesk, send an email to the customer asking them to reschedule (template/ canned 
response: CS - CXL SUPPLIER ALTERNATIVE), as the supplier should have given 
alternative times/dates in their request (bear in mind that, if the cancelled tour is within 
72 hours, you should first call the customer to inform them about it. If they don’t reply, 
accept the cancellation).  
● The categories to be used are 10.4 plus the applicable reason: “Miscellaneous > Contact 
Initiated by GYG”.  
● Although we are actually waiting for a reply from the customer, we should click “Send and 
set as Resolved”. The reason is that, if the customer doesn't reply back, we should accept 
the cancellation after 72 hours. However, it’s very IMPORTANT that we proactively try to 
contact the customers by telephone as well. 
● Remember that you should assign the Cancellation case to yourself in Portal, but not in 
Freshdesk! 

● When the customer replies, proceed accordingly to either refund or to reschedule, 

○ If the customer agrees to reschedule, edit the starting date and/or time, unclick the 
“return to inbox” option, click “Reactivate” and then confirm that the tour is still 
unconfirmed (as the supplier needs to do so). 

○ If the customer asks for a refund, unclick the “return to inbox” option and click 
“Accept Cancellation”. The booking will be cancelled and refunded. 

○ If the customer does not reply within three days (72 hours), accept the 
cancellation request. 

● Reply to the customer to confirm the action you took on the booking, meaning that you 
should always send an email to the customer when the booking has been cancelled. 

● If it was a cancellation from the supplier and the customer didn’t agree with the 
alternatives, we accept the cancellation and use the template/ canned response CS - CXL 
ALTERNATIVE REFUND. If the customer accepted the alternative date, after editing and 
reactivating the booking, we use the template/ canned response CS - CXL REACTIVATED, 
which informs the customer that the booking is still pending. 

● If it was a request from the customer and we need to send a cancellation confirmation to 
them, use the template CS - CXL CXL CONF.  

● If you accept a cancellation by mistake, please ask a Senior Rep to delete the refund and 
reactivate the booking. This is only possible for 12 hours after you enter the cancellation. 
When a refund is complete after this time, the booking cannot be reactivated. 

 

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2.9 Reviews
 

 

4 and 5-star reviews are normally automatically uploaded to the site (unless if the language is not 
set, if the customer wrote GetYourGuide, GYG, etc.); 1, 2, and 3 star reviews must be manually 
approved. 

When approving or rejecting reviews, you’ll need to look at the rating, comment and language. 

● Read through the comment to ensure that it complies with the review policy, below. 

● Set the language, if necessary. 

● Check the rating to make sure it matches the comment  

○ Sometimes, a customer thinks that one-star is a high rating instead of a low one! 

● Approve or reject the review. 

Accept when: 

● The review evaluates the experience.  
 
If the product is simply an attractions ticket, GYG will accept the review even if it does not 
directly evaluate the service provided by the supplier  

○ For example: A customer uses a Blue Fox ticket to go to the Eiffel Tower and the review 
only talks about a broken elevator/disappointing views, etc. 

● The customer did not take the tour, but it was not the customer’s fault  

○ For example: The supplier could not find the guide and supplier was not reachable by 
phone; a last-minute supplier cancellation; transportation delays and the supplier did not 
agree to reschedule or refund; weather was not good, etc. 

● If it was the customer's fault AND they received bad treatment from the supplier as a 
result  

○ For example: if the supplier unwilling to reschedule or refund, etc. 

● The customer is mentioning GYG but evaluates the activity at the same time 

● The customer is asking for a refund and we turn the review into a complaint (turning it into 
a complaint is not a get-out-of-jail-free card for suppliers) 
 

Reject when: 

● The customer did not take the tour but the blame lies with GYG  

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○ For example: they didn’t get the voucher/ticket from GYG; GYG provided incorrect 
information, etc. 

● The customer did not take the tour, the blame lies with them and they give no relevant 
information and/or the review seems to be intended as harassment towards the supplier 

○ For example: ‘I slept in’; ‘I decided not to take the tour’, etc. 

● The customer is complaining ONLY about the service of GYG and does not mention the 
tour at all. 

● The comment has no context / gives no relevant information  

○ For example: the comment says only "For a future tour" or "As above" 

● Any of the situations in the list on the official policy, below. 

GetYourGuide reserves the right to remove a review for the following reasons: 

● The review contains profanity, racism, religious racism, etc. 

● The review contains advertisements, spam, or links to other websites 

● The review is about the GetYourGuide booking process or service 

● The review is intended as harassment or to simply damage the tour operator’s reputation 

● The review is for a different activity or booking 

● The customer provided invalid contact information on their booking and could not be 
reached prior to the tour 

● The customer contacts GetYourGuide and requests, in writing, that their review be 
removed 

● The customer made a mistake (for example, the text is positive but the star rating is 
negative) and requests, in writing, to edit or remove their review 

● GetYourGuide has provided incorrect information about the tour/activity/service 

Bottom line: rejecting reviews should be rare. Use the "reject" button conservatively. Don't 
overthink it: after reading a review, if you find yourself thinking for more than one minute about 
whether to reject, you should probably keep the review online. 

● The review policy is posted in the Supplier Administration FAQs here: 
○ http://supplier-support.getyourguide.com/customer/portal/articles/596124  

 

 

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Contacting a supplier about a bad review: 

● Generally, this is not necessary. However, if the customer is using the review in order to 
explicitly ask for a refund, we should contact the supplier to request a refund. The review 
still needs to be online (if it complies with our review policy). 

● The review policy itself, in the Supplier Admin, is the ground rules the CS department 
follows. The general rule is that reviews should not be taken offline. 

Removing bad reviews: 

● Suppliers contact CS regularly to have reviews removed. 

● However, all review removal requests should go to Supplier Support, except if suppliers 
contact their Destination Manager directly.  

● ***This means that, if a CS Rep sees an email from a supplier requesting review removal, 
they need to reassign it to the "Supplier Support" group in Desk.*** 

● Supplier Support looks into the case, if they manage the account, or push back to the 
Destination Manager if supplier has a Destination Manager. 

● If the Destination Manager or Supplier Support think that review should be removed, they 
contact the Senior Reps. 

● CS and the Destination Manager should never advise suppliers to contact customers 
directly. 

● Senior Reps have the final word and can refuse requests from Supplier 
Support/Destination Managers if the think that the removal is not justified 

● Those requests will be tracked. If a supplier constantly tries to put pressure on us to 
remove reviews without any justification, we will have to discuss those cases and make a 
decision on how to proceed in the future. 

● If a customer wants to remove their own review, we will, of course, remove it. 

2.10 Unconfirmed Bookings  

 
● All bookings should be confirmed by suppliers within 48 hours. In the ‘Booking 
Confirmation’ tab in Portal, you can see all unconfirmed bookings. 

 
 

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2.11 Customized Bookings
 

 
We create customized bookings when a customer wishes to book a tour with slight alterations: 
most customer requests are for booking large groups, taking a tour on a date it does not normally 
run or adding/removing specific details from the itinerary. 

The customized booking will always be based on an existing product on the GYG website. The 
specific details that you enter on the booking page will appear under ‘Activity Options’ on the 
customized tour page. 

The supplier and customer need to agree on all details of the tour before we can create a 
customized booking. 

Connected products should not be customized. The API connection does not work well with this 
feature. 

How to create a customized booking: 

● Visit the tour page in Portal and click the ‘Actions’ Menu. 

● Select ‘Create Custom Booking’. 

● Choose the tour option you want (most tours only have ‘default’). 

 
 
 
 
 
 
 
 
 
 
● Add a title: usually some form of the actual tour title plus ‘for [customer name/initials]’ is 

best. 

 
 
 
 
 
 
 
 
 
 

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● Enter the specifics of the customized booking in the main field, including language, pick-up, 
drop-off, special requests, etc. 

● Enter a starting time and date. 
● Enter the total price for the entire group (always in the supplier’s currency). 
● Enter the total number of participants. 
● Click ‘Confirm’.  
 

 
● Find the customized booking link under the ‘Custom Bookings’ tab. 
 
 
 
 

 

● We can check whether the link is working by testing the Special offer URL. 
● Bear in mind that the link for a customized booking can only be opened by one person 

at the same time. Therefore, if you opened it to check the details before sending to the 
customer, you should then remove it from your shopping cart. 

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● Send the link to the customer by clicking on ‘Send by email’. You will also be able to 
determine the language of the email. 

● The customer will receive a separate email with the offer and a ‘Book now’ button. The 
special requests are visible in this email. 

● To close the Freshdesk case, reply to the customer stating that you have sent the 
customized booking link in a separate email. 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

2.12 Coupons  

 
The Senior Reps have the possibility to create a coupon from scratch.  

When to create one: 

● When a customer has a complaint and GYG is at fault. 

● When the problem is extreme and you believe we should send something extra as an 
apology. 

● When the amount or currency you wish to refund is not already in the list of pre-generated 
Goodwill coupons: http://bit.ly/1G9mGGw.  

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● When you need to rebook a tour for a customer. 

● Sometimes, a GYG staff member will email CS with a request for a gift certificate for a 
marketing campaign, team event, gift, etc. the Senior Reps will handle these requests. 

If you require a coupon from scratch for a customer, contact the Senior Reps. 

 

2.13 Rebooking a Tour  

 
Every now and then we need to rebook a customer on a different tour and it’s easier for CS to do 
this on behalf of the customer. We can only do this if the new tour is less than or equal to the 
current booking in value; otherwise, we simply cancel the original booking and the customer 
needs to make the new booking themselves. 

Common examples: 

● A supplier has cancelled the customer’s booking, and we suggest a different tour as an 
alternative. 

● A customer books the wrong tour and asks for an alternative. 

● A customer books the wrong time and another tour offers the time they prefer. 

How to rebook: 

● Find the new tour on the website. Select the date, time, and number of participants, and 
add the tour to your cart to see the final price. 

● On the original booking, add a reduction refund for the price of the new tour. In the refund 
box on the booking page, click the “Refund as gift certificate” button. 

● Cancel the original booking. This will refund the remaining payment to the customer’s 
credit card/PayPal account. 

● Go back to your order on the GYG website. Redeem the coupon code in the shopping cart, 
and enter the customer’s information on the checkout page. Submit the new booking. 

● Cross reference: enter comments on both bookings so that you know where the new 
booking came from and where the payment from the old booking went. On the cancelled 
booking, please enter the new booking reference number in the “GYG Information” box 
under “Rescheduled Booking ID”. 

 

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2.14 Unsubscribing from the Newsletter  

 

● Open the customer data in Portal. 

● If the newsletter is set to “Yes” in the General field, click on “Toggle” in order to set it to “No”. 

● If the newsletter is set to “Yes” in the Address Data, click on “Edit” and uncheck the 
newsletter option.  

● There might be several fields for the billing address. In this case you need to uncheck the 
newsletter for every single billing address. 

 

● If a customer asks you through Freshdesk, you can also use the email template/ canned 
response: MISC UNSUBSCRIBE. 
 

● This will automatically add a private note to the email with the weblink to unsubscribe the 
customer’s email address from the newsletter.  
○ https://www.getyourguide.com/newsletter/unsubscribe  
 
 
 

 

 

 

 

 

 

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2.15 Inventory Tickets  

 
In general, the inventory is a place where tickets are sold to the public for admission to an event.  
 
The same happens with GetYourGuide. So, it’s the place where we store pre-bought tickets; it’s 
from where the system gets the ticket and “gives” it to the customers.  

How does it exactly work? 

● There are two different, but similar, ways:  

○ The Sales team buys the tickets and then the Supply Ops team uploads them into 
the inventory, so customers can buy them on the website.  

○ Or, the robot buys the tickets and directly puts them in the inventory for customers 
to buy. 

● Not all inventory tickets are pre-bought but all pre-bought tickets are in the inventory. 
 

Are inventory tickets always with barcodes? 

Not always. We can have tickets where: 

● We integrate the barcode of the attraction 

● We use our own barcodes for the GYG supplier app 

● We don’t have any kind of barcode 
 

What needs to be done to create a product in the inventory? 

● The products gets uploaded from the supplier admin in the regular way 

● Content doesn’t put it live until Sales has the tickets/barcodes 

● Sales sends a ticket purchase import sheet to Supply Ops  

● Supply Ops uploads the tickets and connects the product in Portal (see the picture below) 

● Product goes live for customers 

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When can we reschedule a ticket in the inventory? When can we cancel ? 

● If a customer wishes to cancel or reschedule a connected booking, treat it as a normal 
booking, as long as the cancellation policy allows it. 

● If the booking is outside of the cancellation policy, or Portal will not allow you to reschedule 
the booking, please escalate the case to the Senior Reps. 

 
What is the difference between bookings managed by connector and bookings not managed 
by connector ? 

● If bookings are connected, inventory will take care of it.  
● If not, that means it is a regular product. Or at least, in any case, you can treat them the 

same way. 
 
  

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3.0 FRESHDESK

 

3.1 Overview, Layout & Some Actions  

 

● When customers contact us through the website’s contact page, their questions will go to 
Freshdesk. They need to select the subject/category for their query:  

 

● Suppliers need to contact us by using the contact form in the Supplier Administration. 
Resellers write to [email protected]. The emails end up in Freshdesk as well. 

● All our automatic messages (booking confirmation, review email, newsletter, etc.) are sent 
from [email protected]. A customer who replies to this email will receive a 
notification stating that this email address is not in use and to contact us through the 
contact form on our webpage, as above.  

● In case we have already sent an email to the customer via Freshdesk, the customer can 
simply reply to this email.  

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