CALL CENTER PRE-CLASS Module 2

CALL CENTER PRE-CLASS Module 2 CALL CENTER INITIAL TRAINING Required pre-class study PRE-CLASS Workbook June 2015 P a g e i

Module 2 Table of Contents Required Pre-class Study... 1 Basic Airline Terminology... 1 Common Abbreviations... 3 Alaskaair.com... 4 My Account... 10 Mobile App & Site... 11 The Competition... 16 Windows 8 Deals & Destinations App... 17 City Codes... 18 PRE-CLASS Workbook June 2015 P a g e ii

Required Pre-class Study Alaska Airlines is a company dedicated to providing excellent customer service. As a call center agent you will be a point of contact for passengers throughout their journey. You are expected to help customers with any of their air travel needs in a friendly and efficient manner. The Call Center Training Program will provide you with the tools necessary to become a successful Alaska Airlines Call Center Agent. In addition to student expectations identified in Call Center Pre-Class Module 1, this module contains preliminary information to assist you in preparing for class. This is REQUIRED information in order to be successful in the training program. A list of Alaska and Horizon Air city codes will need to be memorized for the City Codes Exam which must be passed in order to continue in the training program. The City Codes Exam is taken on the first day of class with a minimum score of 90%. Basic Airline Terminology These terms and abbreviations below are used daily in the role of call center agent. familiar with these prior to the first day of training class. Please be Carry-On Checked Baggage Check-In Time City of Origin Coach Codeshare Pieces of baggage which is small enough to be stored under an aircraft seat or will fit in an enclosed overhead bin; limits set by each airline. Baggage handed over to the airline personnel and stored in the aircraft baggage hold in the belly of the aircraft and claimed at the destination baggage claim area. The time at which a passenger should present himself or herself at the airport check-in location prior to their flight departure. City where a flight begins. The economy section of the aircraft. Horizon and SkyWest aircraft are all coach. A codeshare is a marketing agreement between two carriers allowing the marketing carrier to sell and price flights on the operating carrier as their own. PRE-CLASS Workbook June 2015 P a g e 1

Connecting Flight Destination City Direct Flight Domestic Flights Fare Basis First Class cabin International Flights Layover Leg or Segment Marketing Carrier Non-Revenue Nonstop flight One-way Operating carrier PNR Record Locator Round trip Routing A required aircraft change at an intermediate point between the point of origin and the point of destination. The city where the flight terminates. Airline service between two points without a change of aircraft and which has one or more intermediate stops. Flights, which begin and end within one country or territory. A code comprised of letters and numbers, which represent a set of rules and restrictions applicable to the fare. The forward passenger cabin that offers the best in-flight service at a higher fare. Flights that cross international borders. The amount of time spent in a city between connecting flights, less than 4 hours for domestic itineraries. Also called Connection Time The portion of flight between any two consecutive scheduled stops. The carrier who is selling the flight. A passenger traveling with an airline discount. Traveler could be an employee of an airline or guest of an airline. Also called a "non-rev." A flight in which the aircraft makes no stops between the origin and destination. Type of fare or trip where the passenger is traveling only in one direction. For example, Seattle to Medford. The carrier whose aircraft is used to operate the codeshare flight. Passenger Name Record or reservation. Six-character code used to locate a reservation, similar to a reservation number. Also referred to as a Confirmation Code Type of fare where the passenger is traveling to a destination with a return to the originating city. The originating, connecting, through (cities the flight stops in) and destination cities of an itinerary. PRE-CLASS Workbook June 2015 P a g e 2

Stopover Ticketing Fee A point in the itinerary between the city of origin and destination city where there is more than 4 hours. This fee is charged for tickets purchased thru reservations or the airport and is non-refundable. Common Abbreviations ASAP ATC CTC CXL ETA ETD FF FLT FTO MP MX NET OA(L) OW PET PNR PSGR/PAX RT As Soon As Possible Air Traffic Control Contact Canceled Estimated Time of Arrival Estimated Time of Departure Frequent Flyer Flight Field Ticket Office (airport ticket counter) Mileage Plan Mechanical cancellation Internet Other Airline One Way (trip) Paperless Employee Travel Passenger Name Record Passenger Round Trip PRE-CLASS Workbook June 2015 P a g e 3

SCWN SFI Subject to Change Without Notice Secure Flight Information Alaskaair.com As a call center agent you will frequently find yourself answering questions about Alaska s website. It is important to be knowledgeable about the website and assist callers with navigation. We will explore the website in depth during class; the following exercises are designed to give you a highlevel overview of alaskaair.com. First, you need to be familiar with common web terms. Web Glossary Browser (Web Browser) Cookies Homepage JavaScript Search Engine Server URL Web page Any software program that allows the user to surf the internet and view web pages. Internet Explorer Firefox Safari Google Chrome A message or segment of data, containing information about a user, sent by a web server to a browser and sent back to the server each time the browser requests a web page. Cookies can sometimes build up and cause a slower internet response time. The main web page of a business, organization, or person s website. Usually the first page displayed when accessing the site. A programming language used for web development to create dynamic and interactive web pages. A web-based system used for searching information on the web. A computer or software package that provides a specific kind of service to client software running on other computers. For example, most websites are run off a server. The address of a website. A document designed for viewing in a web browser. PRE-CLASS Workbook June 2015 P a g e 4

Website Wi-Fi The entire collection of web pages that are made available through what appears to be a single web server. All the pages in a site have the same basic URL. Wireless internet. Please complete the following activities prior to the first day of class. You will be responsible for knowing this information by the first day of training. Alaskaair.com Homepage Pull up www.alaskaair.com using your main web browser to explore Alaska s website. The first page you see is the homepage. 1 4 2 5 3 6 1. Alaska Airlines logo remains in the same spot on every page and can direct user back to the home page by clicking on it. An advisory link to information (such as waivers and embargoes) regarding any event (snowstorms, system outages, etc.) impacting a significant portion of our operation will be display on the homepage under the logo. 2. Menu information on the site is organized into 6 main topics. This menu is displayed at the top of every page. PRE-CLASS Workbook June 2015 P a g e 5

3. Homepage formlet here customers can quickly begin shopping for flights, hotels, car rentals, and more. They can also check-in for their flight, check the status of a flight and quickly pull up their reservation. 4. My Account mileage plan members can log in and view their miles, tier status, upcoming trips, and ewallet. 5. Ask Jenn a virtual assistant that can help customers find information on the website. 6. Promo s & deals display this display changes frequently. The three main promotions or sales of a given time will display here. 7 10 11 8 9 12 7. Promo s & deals display additional promotions of Alaska products and current sales. 8. Other deals current mileage plan, car rental, or other promotions. 9. Menu access to areas of the website that do not fall under one of the 6 categories in the main menu. This menu is always visible at the bottom of each page. PRE-CLASS Workbook June 2015 P a g e 6

10. New and Advisories links to changes in policies and new website features. 11. Quick Links easy access to the most frequently visited pages. 12. Server number this is sometimes helpful to assist a customer with troubleshooting. PRE-CLASS Workbook June 2015 P a g e 7

Ask Jenn Clicking the Ask Jenn button will open a chat box in another window. Jenn is like a search engine. Customers can ask her questions or type keywords and she will direct them to the appropriate section of the website. Not only will Jenn take the customer directly to the page she believes will be most helpful, she will also provide links to other pages the customer might find useful. Jenn will answer anything! Give it a try. PRE-CLASS Workbook June 2015 P a g e 8

Alaskaair.com Scavenger Hunt Search the website by navigating the menus or using Ask Jenn to answer the following questions. Be sure to jot down how you found the answer too. You might find that helpful later. 1. What is the passenger capacity for our Boeing 737-900? 2. What are the air miles from SEAANC? 3. Bob is returning from a King Salmon fishing trip. How should he package his prized catch? 4. How would a customer report damage to their checked luggage? 5. What are the widths of a typical coach and first class seat? 6. What are the wine selections offered this month on Horizon Air/SkyWest? 7. What are the ticket counter hours in Pasco? 8. Where is the lavatory for QX Q400 aircraft? 9. What terminal do we use in Philadelphia? 10. What time should a passenger (with and w/out bags) arrive at the Victoria Intl Airport? PRE-CLASS Workbook June 2015 P a g e 9

My Account If you do not already have one, please sign up for a My Account on the website. This will automatically enroll you in our Mileage Plan program. If you have a mileage plan number but do not have a My Account, make sure you select I have an Alaska Airlines Mileage Plan Number and enter your number before completing the sign up form. A My Account is required for class. Once you have logged in to My Account, view each page, by clicking the links from the menu on the left, to familiarize yourself with My Account features. PRE-CLASS Workbook June 2015 P a g e 10

Mobile App & Site Alaska Airlines is proud to offer two mobile products to help serve our customers. Mobile App available for iphone, Android and Windows Phones Mobile Site available for any smart phone or web-enabled device It s is EXTREMELY important to understand the difference between these two features. Mobile App An "App" is a software application that is written for a specific platform, such as iphone, Android, or Windows Phone. In other words, an "App" is similar to software you install on your computer, but on your mobile device. You can only access it on THAT computer. More about Apps: Must be downloaded from the App Store (iphone), Google Play (Android) or Windows Phone Store (Windows Phone) Launch in a single step (touching the app button) Mobile Site A Mobile Site is a website that has been designed specifically for viewing on your mobile phone or any web-enable device. Mobile Sites are web based, meaning they can be accessed on any device that supports Internet browsing. To view a mobile site the user must launch their phones' web browser (for example Internet Explorer) and type the site address into the address bar. More about Mobile Sites: Most mobile site addresses begin with "m." Can also be accessed on a computer or other web browsing device (PlayStation, tablet or smart TV) PRE-CLASS Workbook June 2015 P a g e 11

Mobile App If you have an iphone, Android or Windows Phone, please download the free Alaska Air app and then complete the below exercise. If you do not, please skip this exercise. 1. Download the Alaska Airlines App from the App store, Google play or Windows Phone Store. 2. Open app and sign in using the My Account User ID and password you created in the previous exercise PRE-CLASS Workbook June 2015 P a g e 12

3. Click Book a Flight 4. Shop for a round trip flight from Seattle to Boise. Leaving Seattle on April 12 th and returning April 15 th. 1 Passenger, no upgrade. DO NOT CLICK FIND FLIGHTS 5. Click on the Child travelling alone icon. Read the pop-up and then click OK 6. Now click Find Flights 7. Select any flights and then follow the booking path all the way to the credit card/payment mask. Enter information as if you are the passenger. DO NOT ENTER ANY CREDIT CARD INFO. 8. At the credit card/payment mask, hit Cancel at the top left corner. DO NOT purchase 9. You should now be back that the main menu 10. Click on Flight Schedules 11. Enter the following information Departs: Portland, Or Arrives: Washington, DC Reagan National airport. Departure Date: Tomorrow 12. Click Search 13. Click on the first flight listed 14. You should now be on the Flight Info page. Review the Flight information and then click Track Flight 15. Click on Alerts icon, agree to the terms on the following page by clicking Accept 16. Choose either email or SMS alerts and then click Done in the upper right corner 17. You will now receive stats alerts for that flight 18. Go to Main Menu, top left corner 19. Click My Account 20. Here you can view your mileage plan account information and sync any upcoming trips with your phone PRE-CLASS Workbook June 2015 P a g e 13

21. Click Done in the upper right corner 22. Click Contact Us 23. Here you will find contact phone numbers, App Feedback, access to alaskaair.com, privacy policy and terms of use 24. Exit the App Mobile Site The Mobile Site can be accessed on any smart phone or computer. Please use your smart phone to complete this exercise. If you do not have a smart phone, access the site using your internet browser (Internet Explorer, Safari, etc.). 1. Access the mobile site by typing m.alaskaair.com in the address bar 2. Click Book a Flight 3. Shop for a round trip flight from Boise to Seattle. Leaving Seattle on Mar 6 th and returning Mar 10 th. 1 Passenger, no upgrade. DO NOT CLICK FIND FLIGHTS 4. Click on the Child travelling alone link. Read the pop-up and then click OK PRE-CLASS Workbook June 2015 P a g e 14

5. Now click FIND FLIGHTS 6. Select any flights and then follow the booking path all the way to the credit card/payment mask. Enter information as if you are the passenger. DO NOT ENTER ANY CREDIT CARD INFO. 7. At the credit card/payment mask, click Home icon at the top left corner. DO NOT purchase. 8. You should now be back that the main menu 9. Click Flights 10. Click Flight Status 11. Check the status of Flight #1 (DCA-SEA) for today 12. Click the Awaiting Seats link 13. These are non-revenue passengers (usually airline employees) waiting to be assigned for a seat on the plane 14. Click the Upgrade Seats button 15. These are passengers waiting to be upgraded to first class (usually mileage plan elite members 16. Click the Back to Flight Information link 17. Review the flight information and then click the Home icon 18. Click on My Account 19. Sign in with the User ID and password you created earlier 20. Here you can review your Mileage Plan information 21. Click the FAQ link at the bottom left of your screen PRE-CLASS Workbook June 2015 P a g e 15

22. Read the answers to each question The Competition Now that you ve become familiar with our website, mobile app and mobile site, take a look at some of our competitors products. Try booking a round trip flight on their products and note the differences. American Airlines Delta Southwest United Jet Blue PRE-CLASS Workbook June 2015 P a g e 16

Windows 8 Deals & Destinations App Alaska Airlines was the first U.S. air carrier to release an app for Windows 8. The app highlights deals to and from the traveler s designated hometown and frequently flown routes. If you have Windows 8 on your computer or tablet, visit the app store and download the free Alaska Airlines app. Explore what the app has to offer. What deals are currently available out of your hometown? Social Media In today s world having a strong presence in social media is just as important as having a good public relations team. Facebook and Twitter provide additional avenues for the customers to reach out to the airlines. Alaska uses social media to resolve customer service failures, promote fare sales, hold contests, etc. If you have a Facebook and/or Twitter account, Like and/or Follow Alaska Air to see examples of customer interaction with the airline. PRE-CLASS Workbook June 2015 P a g e 17

City Codes To perform the duties of a call center agent, it s important to know the airport codes of the cities we serve. You will be tested on your memorization of these codes. In order to continue in the training program, you must pass the City Codes Exam with a minimum score of 90%. Please visit the City Code Module for additional help. To explore the Alaska Airlines/Horizon Air route map, or practice your city codes. Follow the link below: http://www.aagpreclasstraining.com/city_codes/story.html PRE-CLASS Workbook June 2015 P a g e 18