Dining community training

Topics Covered About Community Support Your Responsibilities Diner Support Overview

o Booking a Reservationo Making a Paymento Receiving Points

Support Toolso Using The Community

Moderation Tools Your Profile Style & Tone

Common Issueso How to Reactivate User Accountso How to Manage Points Issues

Restaurant Marked as No Show Restaurant Marked Diner as Cancelled Restaurant Marked as Seated but 0 Points — Public Post Restaurant Marked as Seated but 0 Points — Private Message

to Points_Help Booked a 1,000 Point Reservation but Received 100 Points

o How to Merge (consolidate) Duplicate Accountso How to Manage Dining Cheque Issues

Processeso Managing the “Points_Help” Accounto Escalationso Managing Negativityo End of Shift Report

About Community SupportOur community is a branded site on the internet where we manage and engage in conversations about OpenTable with our users. The community site is: https://community.opentable.com

Online communities are similar to forums and knowledge bases, with the exception that they are more social, informative, dynamic, and they offer a human feel.

We’ve chosen to bring community into our support model for a few different reasons, but primarily, we're able to help many users resolve their questions with one single post. This “one-to-many” support model often leads to higher customer satisfaction, and reduced support costs.

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Your ResponsibilitiesAs an OpenTable technical support representative, and community moderator, you have the following responsibilities:

1. Enforce Community Policies2. Respond to customer-posted questions and issues within 4-6 hours of their

original post time3. Review and respond to abuse reports4. Escalate potential dining disasters, abusive users, and other areas of crisis/

negativity, immediately5. Identify patterns with user behavior, and note in your end-of-shift report6. Always close the loop with the customer. Post when the issue has been

resolved, and post a message of acknowledgement if you have to escalate the issue to other OT employees.

Diner Support Overview“Diners” are the end consumer to the OpenTable network. OpenTable services are free for diners to use, and OpenTable makes money when a diner books a reservation through one of our services and honors the reservation.

Diner products include: Website: www.opentable.com

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Mobile apps (Android, iOS, etc.) Mobile website: m.opentable.com OpenTable Gifts (gift cards) Payments (via mobile phone) Dining rewards program (points & dining cheques) Dining feedback (reviews)

Diners use the OpenTable website and mobile apps to book reservations at participating restaurants. Diners honor their reservation by showing up, and ordering a meal. Certain restaurants may have our mobile Payments product integrated with their system, so diners can pay their check without having to flag down a server. Once reservations are honored, diners will be awarded points based on the reservation, and will have the option to fill out and submit a dining feedback form.

Booking a ReservationReservations can be booked at restaurants on the OpenTable network from our website, mobile apps, and from over 600 partner sites (including Yelp, TripAdvisor, etc.) that leverage our booking service. Additionally, some restaurants also have reservation widgets embedded on their website, so diners can directly book from the restaurant’s website as well.

Reservations typically start with the following search elements: date, time, and party size. Once those details are entered, our application will search through the restaurants that show availability at that time. Online availability is a directly affected by the availability that the restaurant enters into their OpenTable system. If our website or apps says that there is no availability, it’s because the restaurant has not opened up the availability in their system.

Occasionally, a user may receive an error message stating that the reservation cannot be completed due to a “temporary connectivity issue.” This means that the restaurant is having trouble keeping their system online, and should be investigated. If necessary, escalate to a Tier 2 support team member.

Making a PaymentDiners using an iPhone have the opportunity to pay for their meals directly from the OpenTable application at participating restaurants. In order for a diner to use this service, they must be using iOS7, and the restaurant must be set up to accept payments via mobile.

Receiving PointsDiners are awarded 0, 100, 1000 dining points for honoring reservations booked through certain OpenTable properties. Restaurants will pay $1 per cover for 100 point reservations, and pay $7.50 per cover for 1,000 point reservations. 2 covers = party of 2 people for dinner = $2 paid by the restaurant to OpenTable.

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Once enough points have been accumulated, diners can redeem them for an OpenTable Dining Cheque. Dining Cheques are treated as cash by any restaurant on the OpenTable network, and are essentially used in a similar manner to Traveller’s Cheques. 2,000 points = $20 cheque, 5,000 points = $50 cheque, 10,000 points = $100 cheque.

In order for a diner to receive points for their reservation, 2 things must happen:

1. The reservation must originate from either opentable.com, or from one of our mobile apps. Reservations that originate from a restaurant’s website, or one of our partner sites (e.g.: Yelp), are not always worth points

2. The restaurant must mark the diner as “seated” in their electronic reservation book, or the system automatically marks them as “assumed seated.”

Restaurants have 3 days after a reservation has taken place to mark the status of the reservation. Statuses include:

a. Pending: Upcoming reservation, or, the restaurant has not yet assigned the status of a reservation and it is within their 3 day window

b. Seated: Restaurant acknowledges that the party arrived and was seated

c. No Show: Restaurant says the party did not show up for their reservation, and have not cancelled

d. Cancelled Restaurant: Restaurant says that the party cancellede. Cancelled Web: Diner cancelled their existing reservation through our

apps/ websitef. Seated Disputed: Diner was marked as no show/ cancelled, and

disputed the status g. Cancelled Disputed: Diner was marked as no show, and disputed the

status saying they had called to cancelh. No Show Excused: Diner was a no show, but an OpenTable employee

has excused the no show from their recordi. Assumed Seated: Restaurant didn’t mark the status of the party within

3 days, so the system auto marks the customer as seated

Once the status has been set, the restaurant’s ERB must send the data back to the OpenTable servers for the points to appear in a diner’s account. This process usually takes about 24 hours, but depending on network connectivity it can take up to 7 days for a diner to see the points in their account.

No Show and Cancelled statuses will trigger an automated email to the diner letting them know of the action. In some cases, restaurants mark a diner incorrectly, which triggers an email. Diners will often dispute these inaccurate statuses to be sure they

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get all of the points for their meal. You will learn more about how to handle these types of issues in the scenarios below.

Support ToolsThere are a couple key tools used to support OpenTable diners:

1. The CommunityThe Community is our primary diner support tool. From within the Community, diners can post public questions, start private conversations with OT employees, submit support tickets, and carry on discussions with other members.

There are several boards in the community for users to participate on. Current support forum boards include: General Help, Points Issues, Account Reactivations, Gift Cards, and Dining Cheque Issues.

2. CHARMCHARM is OpenTable’s proprietary diner and restaurant information management tool. CHARM will allow you to look up a diner’s reservation history, manage diner accounts, manage points, and more.

3. RightNowRightNow is the tool used to process email tickets submitted by diners through the email form.

Using The CommunityThe community is our primary support tool. At its core, it is a site made up of forums, knowledge base articles, and soon we will incorporate training materials, blogs, and other discussions.

When interacting in the community, it’s very important to maintain an authentic, friendly, and positive tone. Responses that have been copied and pasted, or feel like templates, are likely to be harshly criticized by customers.

Additionally, the community is a completely public space. Anyone, including our competitors, can visit the community and follow conversations. It’s important that we do not ever post any OpenTable confidential information in the community, and we must be careful with setting precedents related to points and the dining rewards program.

Community StructureThe community is actually one site divided into 6 sections — one for each international market that we serve: USA, UK, Canada, Japan, Germany, and Mexico. Your same login credentials will allow you to access all 6 communities. You can navigate to the different communities by using the flag, drop-down menu in the upper, right hand corner of the page.

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Each community has the following structure: Country-specific Homepage

o Categories (e.g.: Support vs. Discussions) Boards (e.g.: forums, knowledge base articles, blogs, etc.)

Topics (top-level threads)o Replies (attached to topics)

o Private Messages (1:1 messages between users)o User Profiles (user activity and login information

Moderation ToolsModeration tools help us to better manage the content in the community. They can be accessed from the appropriate “Options” menu of each post. Moderation actions taken on the “Topic Options” menu will apply to the replies underneath. The “options” menu on the individual topic, and the individual replies apply to only that message itself.

The Move Tool will be the primary moderation tool that you use. Use the move tool to move outdated topics to the “Archived Topics” board, or inappropriate topics to the “Deleted Topics” board where no other community members will be able to see the content.

Additionally, the move tool can be used to merge duplicate topics into one specific thread. To merge a thread, you will need to grab the destination topic’s ID. The topic

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ID appears in the URL, and in the example below, is the portion of the URL in bold, red text:

https://community.opentable.com/t5/New-Member-Corner/Introduce-yourself/m-p/ 534

The Edit Tool is available for you to use to remove an email address, or any other personal information that a user might have posted. If you remove any content from a post, replace it with the phrase: [personal information redacted]. Additionally, use the edit tool to clean up spelling or clarify the title of a topic. Do not use the edit tool to edit the user’s original content out of context.

The Private Message tool is the best way to request personal information from a user, or to take a potentially stressful conversation offline. To send a user a private message, click their username to get to the user profile. Then, click the red “Send this user a private message” button. Private messages will appear in the upper, right hand corner of the site.

You can prompt a user to send you a private message by hyperlinking directly to your PM-inbox. Use the following link below, but change the user ID at the end (bold, red text) to match the user ID on your personal profile.

Link to send a PM directly to yourself:https://community.opentable.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/177

Your user ID is located at the end of your user profile:https://community.opentable.com/t5/user/viewprofilepage/user-id/177

NOTE: Private Messages were never designed to be a replacement for email support, so to that end you will notice that your private message inbox lacks some basic email-like functionality:

There is no visual “replied” indicator to show that you’ve responded to a message

You are not able to see the full PM thread in the private message inbox

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There is no search functionality within the PM inbox

For more complicated issues that will likely require several back-and-forths with the customer, please submit a ticket on their behalf using the community ticket form, and let the customer know that you have done so.

Your ProfileAll OpenTable employees will be identified in the community with a specific marking on their profile. Once logged in, please do the following:

1. Set an avatar: gear icon >> avatars >> upload image2. Set email notifications: It will likely be overwhelming to subscribe to all

email notifications, but please ensure you get email notifications when people send you a private message: gear icon >> preferences >> private messenger >> ‘receive email for new private messages’ is checked on.

Style & ToneMaintaining an overly friendly style and tone in the community is incredibly important as users are not able to discern your vocal tone or body language through the internet. Community evokes a lot of emotion from users, and responding with template responses implies that we don’t care in a very public setting.

When responding in the community, follow these tips: Increase your emotion 2-3x — Be double as friendly or triple as empathetic

in the community as you would be when talking to the customer over the phone. This helps to ensure the correct tone is conveyed through written communications

Write the Anti Email — Don’t respond as if it were an email message, instead, write as if you were speaking to the user in person. Lose the salutations, and feel free to use exclamation points or emoticons. Do not use corporate jargon, and modify any templates so that they have a more personal feel. Re-read your response for spelling and grammar before clicking “post.”

Don’t Get Defensive — Because community evokes a lot of emotion, it’s very easy to get defensive about certain subjects. However, a defensive response will only make OpenTable look bad in the eyes of the user, and the hundreds of other visitors to the site. If a particular post strikes a nerve with you, take a break before responding. When you sit down to write, envision the situation from the community member’s point of view, and then ask a colleague to review your reply before clicking “post.”

Use Happy Sandwiches — If you have to deliver bad news, sandwich your bad news between 2 positive statements. Keep your tone light and friendly as well.

Under-Promise, but Over-Deliver — Do not ever give dates in the community for when a feature may be fixed or released. Ever. Do not promise concessions that have not been approved by OpenTable support management first, and be very mindful of setting precedents. Remember,

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everything you post has the potential to be seen by hundreds, if not thousands of other users.

Remember Your Manners — Say “thank you” even if the feedback being shared is critical. Apologize for poor experiences, but don’t ever throw a restaurant under the bus. Over emphasize your empathy and tone.

Be Mindful of Setting Precedents — This is hugely important. OpenTable has official policies related to points and dining cheques as mandated by our legal and risk management teams. We do empower our frontline employees to do what’s necessary to make it right for the customer, however, special concessions should not be shared publicly in the community. If we set a precedent in the community, thousands will expect the exact same concessions.

Common IssuesHere are the most common diner support issues you will encounter in the community:

1. “My account was deactivated. Please reactivate.”2. “I got an email saying I didn’t show up (no show) for my reservation.”3. “I got a cancellation email even though I showed up for my reservation.”4. “I didn’t get any points for my reservation.” – posted publicly5. “I didn’t get any points for my reservation.” – sent PM to “Points_Help” account6. “I booked a 1000 point reservation but only got 100 points.”7. “I need to merge multiple accounts together.”8. “I need my dining cheque reissued.”

How to Reactivate User AccountsUsers can get locked out of their accounts for 2 reasons:

1. They have 4+ failed password attempts. The system will lock them out after 4 failed password attempts. We have to reset the password attempts, and reactivate the account in CHARM in order to unblock the user

2. They have had 3+ “no show” reservations in the last 12 months. The system will send the diner an email after each no show with the opportunity to contest the no show if they did, in fact, keep their reservation. You simply have to reactivate the account to unblock the user.

To reactivate the account for password attempts, follow these steps:1. Log into CHARM: http://charm.otcorp.opentable.com/2. Click “User Info”3. Enter the user’s email address, and click, “Find available information”4. You will see a page similar to the screenshot below:

1. To reactivate the account, click on the link that says “De-Activated.” When an account is active, the link will say “Active.”

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2. To reset the password attempts, click on the link that says “reset password attempts.”

You must reset both the “de-activated” link and “reset password attempts” link to unblock the user.

Once the account has been reactivated, let the user know with a post in the community and give them the “reset password” link.

Here’s a sample reply to an account reactivation request:

Just took care of that for you! If you need to reset your password, use this link: https://secure.opentable.com/forgotpassword.aspx

To reactivate accounts for no show issues, follow steps 1-4a above. Once the account has been reactivated, let the user know with a post in the community and remind them to cancel reservations to keep their accounts active. Here’s a sample post:

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Looks like your account had been deactivated due to a few too many no shows. If you can, try to cancel your reservations if you're not going able to make them to ensure your account stays in good standing. You can do that from the "cancel" link at the bottom of your confirmation email, or by calling the restaurant directly.Hope that helps & happy dining! :)

Live community examples: https://community.opentable.com/t5/Archived-Topics/Account-

Reactivation/m-p/3114#U3114 https://community.opentable.com/t5/Archived-Topics/Account-locked-

out/m-p/3102#U3102 https://community.opentable.com/t5/Archived-Topics/How-do-I-have-my-

account-unlocked/m-p/3188#U3188

How to Manage Points IssuesDiners may not have received points after a reservation for a few different reasons:

1. The restaurant marked them as “no show” even though they dined2. The restaurant marked them as “cancelled” even though they dined3. The restaurant marked them as “seated,” but the reservation is worth 0

points4. The user booked a 1,000 point reservation but only received 100 points

1. Restaurant Marked as No ShowIf the user has complained that the restaurant marked them as “no show” even though they dined, follow these steps:

1. Log into CHARM: http://charm.otcorp.opentable.com/2. Click “User Info”3. Enter the user’s email address, and click, “Find available information”4. Scroll to the bottom of the page and click, “Total Reservations”5. The page will show the user’s entire reservation history. Find the No Show

reservation, and click on the “No Show” status6. Select the “Seated Disputed” reservation state, and leave “disputed via

community” in the notes section7. Once you save the new status, the points will automatically be allocated to

the user, the restaurant will be billed for the cover, and the dining feedback form will be sent

Sample Response:Sorry to hear this happened to you! It’s likely that the restaurant accidentally marked you as a no show in haste. I’ve updated the status appropriately on your account, so you should now see the points in your account and a dining feedback form will be on it’s way to you shortly. Please let me know if I can help you with anything else!

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Live Examples: https://community.opentable.com/t5/Archived-Topics/Listed-as-a-no-

show/m-p/2224#M196 https://community.opentable.com/t5/Archived-Topics/Incorrect-no-

show/m-p/2564#M232 https://community.opentable.com/t5/Archived-Topics/No-show/m-p/

3106/highlight/true#M281

2. Restaurant Marked Diner as CancelledIf the user has complained that the restaurant marked them as “cancelled” even though they dined, follow these steps:

1. Log into CHARM: http://charm.otcorp.opentable.com/2. Click “User Info”3. Enter the user’s email address, and click, “Find available information”4. Scroll to the bottom of the page and click, “Total Reservations”5. The page will show the user’s entire reservation history. Find the “cancelled

restaurant” reservation, and click on the “cancelled restaurant” status link6. Select the “Seated Disputed” reservation state, and leave a note7. Once you save the new status, the points will automatically be allocated to

the user, the restaurant will be billed for the cover, and the dining feedback form will be sent

Sample Response:Apologies for the trouble! It looks like the host accidentally marked you as cancelled, but I’ve gone in and reversed the status for you. The points have been added to your account for a reservation, and the dining feedback should be on it’s way to you shortly!

Live Examples: https://community.opentable.com/t5/Archived-Topics/restaurant-

cancelled-my-reservation/m-p/3172/highlight/true#M254 https://community.opentable.com/t5/Archived-Topics/reservation-

cancelled-by-restaurant/m-p/2308/highlight/true#M214 https://community.opentable.com/t5/Archived-Topics/Restaurant-

Cancelled-My-Reservation-for-no-reason-because-we/m-p/3078/highlight/true#M248

3. Restaurant Marked as Seated but 0 Points — Public Post

The restaurant marked them as “seated,” but the reservation is worth 0 points, and the user has posted publicly in the community:

1. Respond to the user on the public post with something similar to this:

Sorry for any confusion! I’ve figured out what has happened and am going to send you a private message with more information. Please look for it in the

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upper, right-hand corner of the site.

[Include screenshot if you’d like]

2. Private Message the user, explain why they were not given points, and say that you’re willing to give points this time to make up for the confusion. Point them to this FAQ to learn about which reservations are worth points: https://community.opentable.com/t5/Points-Questions-Issues/Please-Read-Zero-0-Points-for-My-Reservation/m-p/3260

3. Go into CHARM and look up the user’s information4. Click “Adjust Points”5. Select a reason from the drop down:

1. 0 point restref adjustment for Zero Point Issues2. Other = explain

6. Depending on the amount of points, click the +100 preselected point amount1. Only give out 100 points at a time. If you want/ need to give more,

please clear with Caty or Tony first2. Points are heavily monitored by our Risk team. Any abnormal points

issues will be immediately flagged.7. Once you click the +100 point button, the points will immediately be added

to the account, and your change will be updated in the history.

4. Restaurant Marked as Seated but 0 Points — Private Message to Points_Help

The restaurant has marked them as “seated,” but the reservation is worth 0 points, and the user has sent a private message to the Points_Help user profile asking for either points or more info.

1. Log in as “Points_Help”1. Login Name: Points_Help2. PW: outpoints

2. Private message the user back, and explain the issue. Offer points to make up for any confusion.

3. Go into CHARM and look up the user’s information4. Click “Adjust Points”

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5. Select a reason from the drop down:1. 0 point restref adjustment for Zero Point Issues2. Other = explain

6. Depending on the amount of points, click the +100 preselected point amount1. Only give out 100 points at a time. If you want/ need to give more,

please clear with Caty or Tony first2. Points are heavily monitored by our Risk team

7. Once you click the +100 point button, the points will immediately be added to the account, and your change will be updated in the history.

Note: Users private messaging the Points_Help account have likely already read the “Zero Points” FAQ noted above.

Look in the “Sent Messages” folder of the Points_Help account for examples.

5. Booked a 1,000 Point Reservation but Received 100 Points

1,000 point reservations are a marketing tool offered by OpenTable to help restaurants fill last minute reservations. Because a restaurant pays $7.50 per seated cover for a 1,000 point reservation, they are only offered at certain times during the day.

If a restaurant offers 1,000 point reservations, a schedule is listed on their opentable.com profile.

However, in order for the diner to receive the 1,000 points they must book the reservation by clicking the reservation time that has the “1,000 points” icon associated with it. If they book during the 1,000 point schedule, but do not click on a timeframe with the 1,000 points icon, they will only be awarded 100 points for the reservation.

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1,000 points icon as it appears on opentable.com

1,000 points icon as it appears on the iPhone app

Many diners are confused by our 1,000 points program as it’s not always super clear that you have to click on the 1,000 point reservation icon. Many think that they can just book within the scheduled time to receive the points. Here’s how to handle these types of issues:

1. Open the user’s account in CHARM. Click on “Total Reservations” to confirm that they did receive 100 points for the reservation.

2. Look up the restaurant’s 1,000 point schedule on OpenTablea. It’s easiest to google “restaurant name opentable” to quickly find the

profile. Then click “view 1000 point reservations”

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b. If they booked within the proper times on the schedule, but the account only shows 100 points, then it’s definitely because they didn’t click the 1000 points icon reservation.

3. Respond to the user on the public post with something similar to this:

Sorry for any confusion! I’ve figured out what has happened and am going to send you a private message with more information. Please look for it in the upper, right-hand corner of the site.

[include PM screenshot if necessary to clarify for users]

4. Send a private message to the user explaining the situation, and include screenshots as necessary. Here’s a sample:

So sorry for the confusion! Though the reservation was made during a time window in which [restaurant name] offers 1,000 point reservations, it doesn't appear that the reservation was made by clicking on a booking link that explicitly has the 1,000 point icon. In order to get the 1,000 points, you have to click on the time slot with the 1,000 point icon. That said, you did book during the offered timeframe, so I'll go ahead and credit you the points. Just keep the icon thing in mind for next time to ensure you get the full points. Here are some screenshots to clarify:

[insert screenshots]5. Go back to the user’s profile in CHARM6. Click “adjust points”7. From the dropdown menu, choose “Dining Incentive Points Adjustment,” and

then click the +900 points button

Booked a 1,000 point reservation but received 0 points

Occasionally diners will complain that they were marked as a “no show” or that the restaurant cancelled their reservation when, in actuality, they were there. We are happy to reverse statuses/ offer points for these issues, but since the restaurant pays so much money per cover, we must have proof from the diner that they actually dined at the restaurant before we can reverse the status.

Here’s how to handle these types of issues:

1. In your initial response back to the user, apologize for the issue and explain that it was likely a mistake made in haste.

2. Explain that you’ll be happy to correct the status, but because it is a 1000 point reservation you will need to see proof that the reservation took place. Have the user send you a screenshot/ photo of their receipt via private message. The receipt needs to show date, time, and restaurant’s name.

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3. Once you have the receipt, verify that the date/ time/ restaurant name match up with the details in CHARM.

1. If it matches up, update the status of the reservation in CHARM as necessary. Include in the notes that the reservation was disputed via the community, and that you verified with the receipt

2. If the information does not match up, go back to the user and explain that the details on the receipt do not match with the reservation details, so you are not able to update the status/ offer points at this time

How to Merge (consolidate) Duplicate Accounts

Some users may have ended up with multiple accounts that they need to merge together. Unfortunately we cannot do a true merge of accounts. What we can do is consolidate all of the points into the main account, remove the email address from the old account, and then deactivate the old account. To consolidate the accounts together, follow these steps:

1. Ask the user to send you a private message with the 2 accounts that they would like to merge, and have them state which account to keep as the main account. You should be able to self verify that the name/ phone number/ locations on the two accounts match. If they don’t, do not hesitate to ask the user to provide more information to confirm their identity.

2. Once you receive the information, look up both accounts in CHARM. It’s best to have 2 browser tabs open… one for each account.

3. Click the “Total Reservations” link in the bottom left corner of the page to check out the upcoming reservation history for the account that needs to be deactivated.

a. We are unable to move pending reservations, so if there are pending reservations on the account you will need to let the user know that you either have to wait until after the reservations have been honored, or they need to cancel and rebook under their main account

4. Once you have confirmed that there are no pending reservations, look up how many points are associated with the account that needs to be deactivated.

5. Go to the CHARM record for the main account, and add the points from the deactivated account to the main account. Select “Other” from the reasons drop down, and enter the reason “Consolidating points from UID: XXXXXXX”. (Replace XXXXXXX with the customer ID that appears on the deactivated account)

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6. Go back to the CHARM record for the account that needs to be deactivated. Copy the user’s email address and then click the “Edit email” button. Replace the user’s email address with the following: “deactivated_<users email address>”

7. Once you’ve changed the email address, click the “Active” link on the user profile to deactivate the account

8. Once the account has been deactivated, deduct the points from the account.a. Click “Adjust Points”b. Choose other from the drop down. Enter the reason: “Consolidating

account (UID: XXXXXX)” where XXXXXX is the user id of the main account

c. Enter the number of points to deduct, and click “Deduct points”

How to Manage Dining Cheque IssuesIssues related to OpenTable Dining Cheques are handled almost explicitly by Michael Whatley on our Tier 2 support team. If you stumble across an issue related to Dining Cheques in one of the other support boards, please move it to the Dining Cheque board so that Michael can address.

Processes

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Managing the Points_Help AccountPoints_Help is an account we created so that users could message anyone directly about issues with points. This private message inbox needs to be reviewed, and cleared, daily.

Login Name: Points_HelpPassword: otpoints

It’s best to open up this account in a separate browser, or in an incognito window, so that you can remain logged into the community with 2 accounts at the same time.

This account is accessed by several different people through out the day. Do not leave a message marked as “read” unless you are able to complete the customer’s ask. You can always mark a message as “unread” by checking the checkbox next to the message, and choosing “marked checked messages as new” from the options menu.

EscalationsFollow normal escalation processes when escalating community topics. Given that community topics are quite public, its important to escalate issues quickly vs. going through several back and forths with the customer online.

When escalating, always post an initial response that lets the customer know we are investigating the issue. Sample response:

So sorry for the trouble here! Unfortunately I am not able to resolve this issue, so I am escalating this to our technical support team. Someone from the team will be in touch just as soon as they’ve had a chance to review the issue. I appreciate your patience, and we’ll do our best to get this sorted out for you just as soon as we can!

Trust your instincts to quickly recognize patterns. If a lot of users are suddenly posting about the same thing, then it means that there’s likely a bigger issue underfoot. Be vocal and persistent when communicating potential issues & fires up to the management teams.

Managing NegativityThe community has been a big change to some customers, and because of that, there are some that have been frustrated by the forum though we still offer an email form. Most cases of negativity can be handled by simply acknowledging & apologizing for their frustration, and letting them know they can still reach our team by email if they would prefer.

Email form: http://opentable.custhelp.com/app/ask_community How to Contact OpenTable Support:

https://community.opentable.com/t5/General-Help/How-To-Contact-OpenTable-Support/m-p/4394#U4394

Spring 2014 — OpenTable Confidential

When dealing with negativity in a public community, you must never come off as defensive towards the user. If you’re at all concerned about your post, run it by another colleague, or ping Caty/ Tony via instant messenger before posting.

Live Examples: https://community.opentable.com/t5/Archived-Topics/changing-email-

address/m-p/3176/highlight/true#M113 https://community.opentable.com/t5/Archived-Topics/Missing-points-on-

5-2-14/m-p/3238/highlight/true#M283

Because community evokes a lot of emotion from users, you may occasionally encounter more extreme examples of negativity. If this happens, do not respond, and instead, escalate immediately to [email protected] with the subject line “Negativity: [post title].” Include the link to the post, and any other background information that you can provide. Extreme examples of negativity include the usage of profanity, phrases like “heartless,” or, “greedy,” or, “lawsuit,” etc. If the post is really bad (trust me, you’ll know what “really bad” is), ping Caty or Tony directly on instant messenger

End of Shift ReportAt the end of each shift you are responsible for providing a quick overview via email to the management team. In this report, please note any topics that we should be aware of, both positive and negative. Call out examples of customers helping each other out, along with issues that require more attention. Be sure to include links… if the conversation happens via private message, please copy & paste the text along with the link to the user’s profile in the community.

Note: If an issue in the community is urgent, DO NOT wait until the end of your shift to escalate.

Spring 2014 — OpenTable Confidential