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OpenTable Tier 1 Support Training Manual 1 Day 6 – OpenTable Tools (contd …) Plan for the day Topic Overview OpenTable Tools Aspects Covered OTRestaurant Center (OTRC) 1.5 hrs OTLearning Center (OTLC) 30 mins OpenTable Community 2.5 hrs OpenTable Wiki 30 mins RightNow 3 hrs Portforwarding.com 30min CRASH 1 hour OTConcierge 15 mins Billing 45 mins Outcome The trainee should be familiar with all internal OpenTable Tools by the end of the day. Core Knowledge – OTRestaurant.com About Restaurant Center Restaurant Center, also known as OTRC, is a restaurant’s one-stop shop for managing their profile on OpenTable.com. Billing statements and covers reports can also be downloaded from Restaurant Center, and restaurant customers can access our Restaurant Community from OTRC as well. Page | 1
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Page 1: Tier i support_day6_6 (caroline reviewed)

OpenTable Tier 1 Support Training Manual

1 Day 6 – OpenTable Tools (contd …)

Plan for the day

Topic Overview OpenTable ToolsAspects Covered OTRestaurant Center (OTRC) 1.5 hrs

OTLearning Center (OTLC) 30 minsOpenTable Community 2.5 hrsOpenTable Wiki 30 minsRightNow 3 hrsPortforwarding.com 30minCRASH 1 hourOTConcierge 15 minsBilling 45 mins

Outcome The trainee should be familiar with all internal OpenTable Tools by the end of the day.

Core Knowledge – OTRestaurant.com

About Restaurant CenterRestaurant Center, also known as OTRC, is a restaurant’s one-stop shop for managing their profile on OpenTable.com. Billing statements and covers reports can also be downloaded from Restaurant Center, and restaurant customers can access our Restaurant Community from OTRC as well.

Logging in to another restaurant’s OTRC AccountYou can navigate to any customer’s OTRC account once you log into Restaurant Center. Once logged in, click the drop down in the upper right hand corner and search for a customer by RID or restaurant

name.

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Tier 1 Support Training

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Keep in mind, once you’re working under a restaurant’s account, you’ll be making live changes to their account. If you need to test things, make sure you’re working under RID 432, as that restaurant is a test account that we can play with.

Modifying User PrivilegesTo manage specific privileges attached to an OTRC account, log in and click the “Tools” link from within the “Admin” tab. Enter the email address of the user account, and click “Search”.

Home TabClick on the gear icon next to the user search results page to manage the individual settings and privileges.

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Profile Tab

PhotoChange your profile photo here. A beautiful photo makes your profile stand out on OpenTable.com, inOpenTable mobile apps and in search engines. Use a photo that conveys the ambiance and dining experience you wish to deliver to your guests.

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LogoOptimize your branding on your own restaurant's reservation path by adding a logo.

SpecialsAdvertise what is happening in your restaurant! Hosting a wine dinner? Have live music? OfferingHappy Hour? This is the space you can use to share your offers with guests!Specials stay live on your profile for up to 90 days. You will then receive an email that it’s expiring. List up to 10 specials at once. The top three will be visible until the diner expands the list. Prioritize the top 3 specials you are offering. Export through Restaurant Center to see a history of what may have worked to drive business.

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MenuMenus on opentable.com, toptable.co.uk are powered by a service called Locu. To add a menu, simply log in toLocu and make the changes. You can easily get to Locu by following these steps:

Log into Restaurant CenterHover over the Profile tab, and then click MenuWhen the Menu page loads, click the Manage Your Menus button at the bottom of the page to be taken over to Locu.

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If you have multiple restaurants, please choose the restaurant from the dropdown.  

On the right panel, click on Menu. Adding a menu:

1. Click on ‘Add Menu’2. Choose ‘Manual’3. Enter the menu name, for example ‘T’

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4. Enter the ‘New Section’ for example ‘Section’

 

5. Enter the items as ‘+ New Item’ and a short description with the price.

 

6. Should you will to enter a subsections, please choose ‘Subsection’

 

7. Once you are happy with the information, please scroll to the top and click on ‘Save and Publish’. 

Tips:You have the option to enter notes into the menu for example ‘Raw or undercooked foods may cause illness’ by clicking on ‘New Note’.You can move each section by drag and drop within the menu.You can reorder the menus by clicking on the ‘Reorder Menus’ located at the top of each menu.Once published you can view the menu using ‘Design’ and view the design on different platforms.If you would like to update the menu via Locu.com.

Changing the MenuMenus on OpenTable.com are powered by a service called Locu. To change or update your menu, simply log in to Locu and make the changes. You can easily get to Locu by following these steps:

Log into Restaurant CenterHover over the Profile tab, and then click MenuWhen the Menu page loads, click the Manage Your Menus button at the bottom of the page to be taken over to Locu

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Updating “Specials”The specials that appear on the right hand side of your OpenTable.com profile can easily be updated through Restaurant Center. Follow these steps to update/ add a special:

Log into Restaurant CenterHover over the Profile tab, and then click SpecialsIf you have not yet accepted the terms and conditions for specials, quickly read through the text and click the checkbox acknowledging you've read the terms. Then click the red Accept button. If you have already accepted the terms, you'll be taken directly to the Specials page.From the Specials page, use the onscreen options to either edit an existing special, or create a brand new one

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Unlocking SpecialsRight now we do not have a feature that allows diners to check in to unlock specific specials. We can reply to the customer saying – “It's a nifty idea though, and I'll definitely be passing it along to our product team on your behalf.”

For more details, you can view the video at –https://drive.google.com/file/d/0B0rB16rPnRi3SFlMUXpjbGN4bVU/edit?usp=sharing

Marketing Tab

O n g o i ng P r omo t i o n s Diners use OpenTable when they are undecided where they want to eat. They search categories on our homepage that focus on the specific dining experience they are seeking. Free promo pages highlight the offerings that make your restaurant special. Promo pages are search engine optimized and are highlighted on OpenTable.com and email marketing campaigns.

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S ea son a l Promo ti o ns Free seasonal promotional pages highlight the special hours, menus, events and promotions that bring in holiday diners. Restaurants are showcased for online availability on the OpenTable.com homepage of each metro as well as in our email marketing to the dining networks. For assistance email h o l id ayhel p @ o p enta b le. c o m

Re serv a t i on W i d ge ts

Choose from 8 different formats to provide diners the opportunity to book reservations through your website. If you are a restaurant group, choose the Multi-Restaurant Reservation code button. If you have a flash website email reserv a t io n l i n k s @ o p e n t a b le. c om for instructions. To drive the most online business, place the reservation path on your home page above the fold and in your navigation bar.

M o bil e W e b s i te Since the launch of the OpenTable mobile application 2 years ago, we have found that 1 in every 5 diners (and rising) are booking reservations from a hand-held device. OpenTable decided to partner with DudaMobile to offer the opportunity to customize your website as a value-add service. We realize that offering this will reduce the frustration guests may have trying to find information such as the reservation button by having to pinch, pull and expand their screen on the device itself. We also wanted to ensure that if a diner is going to the restaurant website to book and can’t find the link, that they don’t abandon your site and look for a different restaurant. Your mobile site is its completely customizable through the dashboard. Please provide your webmaster’s contact information to us if you need assistance getting this in place.

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Reporting Tab

Cov e r s Re po r t i ng Standard Covers represent seated diners who booked through OpenTable.com, our mobile apps, or our affiliate partners, but not part of the POP promotional program. Take a look at historical data over the past year by month. Export or Print this data.

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Re views Only confirmed diners are invited to submit reviews to OpenTable. We moderate every review and only publish those that meet our standards for content and relevancy. Reviews are always current; after 120 days, reviews are removed from the site. If you have a review in question, please email [email protected]. If you'd like consolidated reviews for a group, please contact that group's CRA or CRM to retrieve them.

The OpenTable diner has the opportunity to remain anonymous when leaving a review, however some guests opt to provide their name and email address. Please note that by clicking on the View Your Reviews at the bottom provides this information. “The Comment Field” is what is posted online, the Note field is only seen by the restaurant and is not a part of the review posted online. You can export into PDF or Excel and use these as training opportunities.

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Billing TabMonthly statements can be found under the billing tab. You can see your historical invoices for both Subscription Fees and Cover Fees. If you have billing questions please call 1-866-941-8494 or email billing@ o pentable.com

Resources TabOpenTable offers quarterly seminars to our Electronic Reservation Book customers covering new features and enhancements, tools, marketing and social media.

OTRC Common Questions

Regional sites for users with different language needs (no separate login needed):English: www.otrestaurant.comSpanish: www.otrestaurant.com.mx German: www.otrestaurant.deFrench: www.otrestaurant.ca (for Quebec)Japanese: www.otrestaurant.jp

Account Creation:If there is another user at the restaurant that already has an account, they should request an account through that user by clicking “Request Account” in the top right of the screen. This will email the existing admin user(s) at the restaurant for permission to access the account.

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If nobody at the restaurant has or knows their account for Restaurant Center, a new account can be created. Creating an account has serious security implications, so it is important to verify that the caller is an authorized agent of the restaurant before granting them access. This can be done most easily by asking to call the inbound caller back on the restaurant the restaurant phone number listed in Salesforce. This will ensure that the person at least has physical access to the restaurant. Once that has been verified, to grant the caller an account, first verify that the email address doesn’t already exist in the system. To do this go to Admin -> Tools -> and search for their email address, as shown below:

Then click the gear icon to edit the user’s account:

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Follow the steps below to add restaurant access for the user:

If when you search for the user’s email in the “Tools” menu, the email is not found in the system, create a new user by selecting the appropriate restaurant in the restaurant selector, and go to Admin -> Accounts -> Create Account, as shown in the screen shot below.

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Enter all information for the user:

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Then select the restaurants to add them to:

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Core Knowledge – OpenTable Learning Center (OTLC)

Go to http:// learn.opentable.com

Note that this houses many useful training materials for restaurantsThis site houses customer-facing training articles and videos. It will be deprecated and moved into OpenTable Community by Summer 2014.

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Core Knowledge – Community

Our 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.

How it works

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, immediately

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5. 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.comMobile apps (Android, iOS, etc.)Mobile website: m.opentable.comOpenTable 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.

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Diners 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.

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:1. Pending: Upcoming reservation, or, the restaurant has not yet assigned the status of a reservation

and it is within their 3 day window2. Seated: Restaurant acknowledges that the party arrived and was seated3. No Show: Restaurant says the party did not show up for their reservation, and have not cancelled4. Cancelled Restaurant: Restaurant says that the party cancelled5. Cancelled Web: Diner cancelled their existing reservation through our apps/ website6. Seated Disputed: Diner was marked as no show/ cancelled, and disputed the status 7. Cancelled Disputed: Diner was marked as no show, and disputed the status saying they had called to

cancel8. No Show Excused: Diner was a no show, but an OpenTable employee has excused the no show from

their record9. 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

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dispute these inaccurate statuses to be sure they 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 Community - The 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. CHARM - CHARM 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. RightNow - RightNow 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.

Each community has the following structure:

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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.

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Country-Specific Homepage

Categories (Support vs. Discussions)

Boards Topics (top-level threads)

Replies (attached to topics)

Private Messages ((1:1 messages between users)

User Profiles (user activity and login

information)

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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 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

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

Quick, useful tips

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

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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 Issues

Here 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.”

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.

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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:

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.

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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 its way to you shortly. Please let me know if I can help you with anything else!

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:

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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 its 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 PostThe 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 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:

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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 issued 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_HelpThe 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”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 Points1,000 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.

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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.

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

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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 OpenTable3. It’s easiest to Google “restaurant name OpenTable” to quickly find the profile. Then click “view 1000

point reservations”4. 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. 5. 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]

6. 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.

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7. Go back to the user’s profile in CHARM8. Click “adjust points”9. From the dropdown menu, choose “Dining Incentive Points Adjustment,” and then click the +900

points button

6. Booked a 1,000 point reservation but received 0 pointsOccasionally 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.

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

a. 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

b. 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

7. How to Merge (consolidate) Duplicate AccountsSome 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:4. 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.

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

6. 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

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the reservations have been honored, or they need to cancel and rebook under their main account

7. 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.

8. 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)

1. 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>”

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

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

8. 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.

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Core Knowledge – Community Processes

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 throughout 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, it’s 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

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

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.

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Core Knowledge – Wiki

Go to http:// crash.opentable.com.ot/wiki or 10.0.0.159

Note: This will soon be replaced by OpenTable CommunityThis is an internal knowledge base. It will be deprecated and moved into OpenTable Community by Summer 2014.

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Core Knowledge – RightNow

RightNow deals with handling customer queries and responses via email. Not all trainees will handle emails, and this module maybe taught as a separate module to concerned individuals, based on the discretion of the trainer.

Email etiquetteWe all know how important it is to have a great tone with our customers when we are interacting with them by phone. The tricky part is expressing that same tone via email. How do you do that when the customer can’t hear you or your tone? Well, there are etiquette tips that we will learn today in order to help establish a helpful and clear tone and maintain consistency in our interactions…

Read the email carefullyYou want to ensure that you understand what the customer is saying or asking.

Be concise and to the pointAs you start to craft your answer, avoid being vague or providing a round-about answer.

Answer all questions, and pre-empt further questionsCustomers don’t always have only one question to ask. Be sure that you are providing an answer for each question and/or concern.

Use proper spelling, grammar & punctuationAs you’re writing your reply, be sure that you’re using correct grammar. We’re all human and replies aren’t always perfect, but too many mistakes/errors can cause a reply to no longer make sense.

Make it personalThe customer wants to feel heard – even though they emailed us. They want to feel understood and cared for. Personalize your response!

Make the best use of templatesTemplates are starting off points when replying to customers. Use them wisely so that you can spend the extra time that you’ve gained personalizing your response.

Use proper structure & layoutAs you’re writing your response, are you sure it makes sense? Are you placing your answers in paragraphs? The lay out has to be easy to read.

Avoid emoticons

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It can be misconstrued as unprofessional in email.. Note: In Community, however, emoticons may be used. The Community is less formal.

Do not use email to discuss confidential informationNever provide private information via email. This refers to information about other customers, matches – the same rule you would follow by phone.

Read the email before you send itQuickly review your email and make sure it makes sense before you send to the customer.

Discussion

Think about a time when you emailed a company, a bank, an online service, etc., and let’s talk about your experience.

Did they answer your question? What was the tone of the response? Were you satisfied with the response? Did you end up having to call in to their Customer Support center?

Core Knowledge – RightNow (Contd …)

Reading between the linesSometimes what we write doesn’t exactly convey what we mean or feel. The same thing can happen with our customers. When we have a customer on the phone, it’s so easy to probe them or gauge their understanding by the tone in their voice. But, how do we do that via email? Let’s look at the examples below of real customer emails and see if we can read between the lines.

Discussion

Let’s review the example customer emails below and see if we can figure out what they’re asking!

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I can't seem to get logged in anymore using Facebook so I had to create another account and now I lost all my points. What options do I have? What is this customer asking? What are this customer’s expectations? If you were on the phone with the customer, how do you think you would have responded?

Hello-- I went thru open table but did not log in thru my acct for my Easter reservation. Can it be added to my acct if the confirmation number is supplied?Thanks. What is this customer asking? What are this customer’s expectations? If you were on the phone with the customer, how do you think you would have responded?

I have a reservation for “eathere” on Siesta Key, Fl for Friday May 2 at 5:30pm. I received a confirmation from Open Table that says I will not receive dining points for this reservation. Why? Thank you. What is this customer asking? What are this customer’s expectations? If you were on the phone with the customer, how do you think you would have responded?

I am trying to change my contact email on my account to my work email (St. Regis) however it tells me that an account already exists with that email. I tried to change my password with my st. Regis email account and it says that the account does not exist. I need my open table account to be linked to my work email. What is this customer asking? What are this customer’s expectations? If you were on the phone with the customer, how do you think you would have responded?

In reviewing my account, I am missing points from my March 30 Maggiano's in Old Orchard Skokie. I made the reservations from my phone app. I checked my email and password and sure it is linked to my account as it shows all my other past reservations and points. They did have my reservation when I checked in, so the error has to be in recording the points. Can you check out what the problem is? and if it has to do with the "app". I don't want to use the app if it doesn't work properly. What is this customer asking? What are this customer’s expectations? If you were on the phone with the customer, how do you think you would have responded?

I had 2 accounts on OpenTable and now when I try to log on using both emails I am unable to log in on either of my accounts, If you could possibly give me information on how I could get my accounts back I would greatly appreciate it. When I go through the Forgot Password links it says that my emails are not in your system. I have not received any emails stating that my guest were no-shows.

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What is this customer asking? What are this customer’s expectations? If you were on the phone with the customer, how do you think you would have responded?

Hello, I cashed a $100 dining cheque but never received it in the mail. It has been since feb. can someone help? Also, I am a concierge/front desk agent at a hotel and didn't know I could have a concierge account so I have been using my account as well as a 2nd to book guest tables. Is there anyway I could combine my accounts/points?? I can give you my work email or business card to prove I am a hotel employee What is this customer asking? What are this customer’s expectations? If you were on the phone with the customer, how do you think you would have responded?

Many months ago I redeemed 200 points and never received a check. Two weeks ago, I mailed regarding this matter and have had no response. What is this customer asking? What are this customer’s expectations? If you were on the phone with the customer, how do you think you would have responded?

I made a reservation yesterday for Drunken Fish in Ballpark Village (Busch Stadium, St. Louis, MO). At that point, I had not created an account, but I have now. Is it possible to add that reservation to my account and receive the points once I'm seated? What is this customer asking? What are this customer’s expectations? If you were on the phone with the customer, how do you think you would have responded?

Hello. I made a reservation for Seasons52 Restaurant on April 22, 2014 for 2 people at 6:45 PM in Cincinnati, Ohio, which I honored. On the open table app it indicated I would receive 1000 points, but I only received 100 points. Can you please explain this to me? Thank you very much What is this customer asking? What are this customer’s expectations? If you were on the phone with the customer, how do you think you would have responded?

Pulling incidentsOnce you’re logged in to RightNow, you will see a “Fill Inbox” option under the Home tab in your console.

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Once you click on Fill Inbox, you will see the drop-down menu to the right. Which queue is which? Good question! 99% of the time, you will only be working out of the following 2 queues:

Singles – MemberThese are subscribed members – who have contacted us with questions/concerns.

Singles – UserThese are active or expired users who are not currently subscribed – who have contacted us with questions/concerns.

An incident will then automatically appear in your Incidents queue:

Simply double-click on the incident in order to open it and see the customer’s email:

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Our templates are located in Standard Text. Even if you don’t use one of our template responses, we have Greetings and Closings located in Standard Text which could save you some time when crafting your response:

Once you click on Standard Text, another window will appear with a template tree to the left:

Now it’s time to learn more about templates and crafting a response…

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Templates and Personalization

There are many, many templates and there is no way you’re going to remember them all. They are, however, designed to be used as starting off points. They’re almost never going to perfectly address or answer a customer’s concern. Before we get into the most commonly used templates (and the most common inquiries), let’s go over where these templates are located in RightNow. As we mentioned in the previous section, templates are located in Standard Text within an opened incident. As you can see, we have a template tree. You will be using the templates that are located in Email Templates - US:

Let’s pretend you’re now ready to send a response to your customer. You’ve read their email, you understand their concern and you’ve reviewed their account. To respond, click on the Add option on the upper-left hand corner of the incident and then click on Response:

A section where you can begin crafting your response will now appear:

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. Templates are stored by topic. If you are answering an email for a customer on their Reservations, for example, you’ll have templates that are specific to reservations issues. As we talked about earlier, there are many templates available via Standard Text to help you craft a great email response to a customer’s inquiry. The most commonly used templates are:

PersonalizationPersonalizing emails is important. Personalization is making something personal.

When we’re interacting with customers who are having trouble with communication, we always encourage them to be themselves and make them feel as if they were speaking with a friend. We should do the same when responding to them. Remember - templates are not always personal and our customers can tell. Email personalization leads to be a better customer experience. Customers are more likely to read the entirety of your email rather than simply scanning through it if you start off with personalization.

Let’s look at the email below...

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Customer wrote: Hello, Support Team! My original account is under [email protected]. I just made a reservation for Il Fornaio, Walnut Creek without signing in, but signed in upon entering the reservation prompt. I used [email protected] to make the reservation,.Bottom Line: I need your help in closing one account, and transferring the data to keep one account. Also, I'd prefer to keep the [email protected] to hold all my history, but if that puts my history with the [email protected] at risk, I prefer not to. I am no longer with Del

Monte and need to remove that email address from my OpenTable account. Please advise on the best way to handle all this. Thank you!!! -

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Analysis Does this response answer the customer’s question?Was there enough personalization?Is there something more we could have done or said?

The example above is a perfect example of a response where one might immediately think – sure, that sounds good enough. But, there are so many things we could have done to craft a better response…

Review the customer’s account in CHARM. What is the Dining History look like? For both accounts?

Learning this information about the customer can help you craft an extremely helpful response to the customer which can impact their experience at OpenTable in a positive way. The lesson here is that it’s almost impossible to craft a personalized response unless you review the customer’s history.

Let’s try this again…

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Hello MaryFrances,Thank you for contacting OpenTable!We apologize for the inconvenience.We can move the points into the account you would like to keep active. If there are any pending reservations, they will need to be cancelled or honored before we can proceed. Once that is done the account from which the points are deleted will be deactivated. Unfortunately, your OpenTable dining history is non-transferable from one account to another. If you make a reservation under more than one account, we cannot move the reservation(s) into an alternate account.Please fill out the following information for the merger:Email to be used on merged account:Email with dining history to keep:All accounts to be merged:

If you have any further questions or concerns, please let us know, and thanks again for choosing OpenTable!

Customer wrote: Hello Corey and thank you for the prompt response!!! Okay, I totally get it (thanks for making the reply easy to comprehend!) but I have a question.... So, I'd want to maintain the acct with history, but may I update the email associated with it once the other unwanted acct is deleted?

Just want to be sure before I answer the needed info below (after Apr 20th's Easter reservation).

Kind regards

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The Agent Responded:

AnalysisHow does this response differ from the previous example?If you were Mary, would you feel as though this email response was canned? How do you feel this customer would feel after reading this response?

Lesson learned? Taking an extra couple of minutes can make all the difference in the world.

Most Common InquiriesOur top inquiries via email are: 1. Questions about points and how they work2. Account inquiries 3. Reservation cancellations and status changes4. Restaurant concerns (closed, did not honor reservation)5. Ratings and reviews questions

Activity

Review some customer emails that fall into the list of top inquiries and brainstorm on some potential personalization.

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Hello again Mary!

Wow what a situation! I'd be happy to get this all sorted out for you.

So, first, I deactivated your current [email protected] account that had the 1 reservation on it and added 100 dining points

to your [email protected] account. Once that was done, I changed your [email protected] account to be

associated with your [email protected] email address. Now, your main account is correctly associated with your aol.com email address and has all of your points and all of your reservations (minus your 4/20/2014 reservation at the Il Forniao) attached to it, but is STILL using the password that you had originally setup on your delmonte.com account. However,

you should be able to use the "Forgot Password" link on our website to get a password reset email sent to your aol.com account. Make sure you check your Junk/Spam folders if/when you use that feature. Let me know if you need any other help!

To view your updated account information, you can log in at www.opentable.com and click "My Profile."

If you have any further questions or concerns, please let us know. I'd also recommend checking out our customer community to find answers and connect with other diners: https://community.opentable.com

Thanks again for choosing OpenTable!

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QA ExpectationsQuality monitoring isn’t all about spotting problems and dealing with them. It’s also about identifying and amplifying positive messages. Call quality monitoring is essential - providing invaluable insight into how you are performing and what our customers are really experiencing. Regular monitoring is a good way of maintaining best practice, ensuring we’re doing things right - greeting consumers appropriately, adhering to policies and procedures and providing them with the education that they’re seeking.

Each component will have an associated score. A successful email response will be at least 75 points (with a maximum of 110 points). In comparison to phone guidelines, the email guidelines differ slightly, so let’s go over them now…

Proper OpeningDid the agent use the proper greeting? (e.g. address by correct name; correct locale) 5pts

Open the email with “Hello” and address the customer by their correct name

Email ContentDid the agent provide a direct answer to the customer's question(s) in the first paragraph and use the subsequent paragraph(s) to provide a more detailed response?

10pts

Did the agent use correct grammar, spelling, word usage and punctuation? 5ptsDid the agent refrain from using internal jargon? (e.g. downgrade, filter, AR, etc.) 5pts

It is important to we strive to take care of the customer’s request/issue the first time they email us. If you answer your question two or three paragraphs in, they’re probably not going to read enough along to read your answer which can cause them to feel as though they’re receiving a canned response. If you need additional information from the customer, please clearly list the necessary questions in order to fulfill the customer’s request.

Using correct grammar throughout a response is key to ensure that your answer is clear. If you miss a punctuation (something minor), you may not be deducted in QA. But, if there are too many grammatical errors which cause the response to no longer make sense, you may receive a deduction for grammar.

Try to refrain from using technical jargon RestRefDining DisasterReso4 Top

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OpenTable KnowledgeIf the customer had a question or needed clarification about a feature, policy or process on the service, did you provide a detailed and accurate explanation?

7.5pts

If the request was something that the customer could have performed using self-service tools did the agent provide education on that?

7.5pts

It’s important to educate our customers on how to better use our products and services so they do not need to always email us for assistance.Even if the customer could have used a self-service tool, always resolve their issue/request in addition to training them on our self-help tools.

SolutionDid you fully and properly address all of the customer's concerns and/or questions to prevent any future contacts from this customer regarding the same issue?

10pts

If escalating an issue was necessary to resolve the customer's issue, did you ensure that you appropriately escalated the incident?

10pts

Make sure you have answered ALL of the customer’s questions. It’s frustrating to get an incomplete response from the company. Carefully read the customer’s email to ensure you have captured and responded to every question/concern. If the customer’s request/issue cannot be resolved, make sure you let the customer know how you will be escalating the requestIf their request cannot be resolved due to company policies, please provide a detailed explanation to the customer

Closing

Did you provide a proper closing? 5pts

Examples of ways to close the email:“Thank you for using OpenTable!”“It was a pleasure assisting you today. We appreciate you using OpenTable!”“Thank you for using OpenTable. Have a great day!”

DocumentationDid you accurately disposition the email incident in RightNow? 5pts

Dispositions also help us track and analyze the reasons our customers are emailing us so we can see if there are any new problem trends. Correctly selecting the Category Level 1 and Category Level 2 for an email will allow us to better track what customer issues are most pressing. Always double check these email categories of an email when you are ready to close it.

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Customer ExcellenceDid the agent’s response convey enthusiasm and helpfulness? 10ptsDid the agent’s response convey empathy? 10ptsIf the agent utilized a template and/or free-handed response, did they personalize it to apply to the customer’s situation? 10ptsWOW Bonus – Did agent go above and beyond to provide excellent customer service? 10pts

It’s our job to make our customers feel that we genuinely care about them. It’s not enough to just take care of their problems; we must do so professionally with empathy and friendliness!

Try to use ‘positive’ words in your email response (when appropriate)o Definitelyo Surelyo Absolutelyo Certainlyo Fantastico Happy

Exampleso I’d be happy to help you with this requesto I can definitely help you with this request

Show empathy when customers are encountering troubleo “I’m really sorry to hear about your experience and will do my best to assist you….”o “I completely understand your concern…”

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Core Knowledge – PortForwarding

Go to http://portforward.com /

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Core Knowledge – CRASH

CRASH is a segment of the OpenTable intranet that houses a variety of troubleshooting tools. The tools available in CRASH include:

Book MaxConnectivity DashboardDashboard MonitorFax ToolFlapper ToolPROMRestRef ToolUpgrade Tool

BCC Email Form - Allows a team member to email a customer from the [email protected] email address.

Dashboard Monitor - The OpenTable Dashboard monitor is a tool used to track changes to restaurants with the Back Soon and False Reserve Now Status. The reason for tracking these statuses is because the Charm Dashboard, which tracks the statuses of restaurants in real time, does not keep track of these changes. The real time numbers from the Charm Dashboard does not always give all the details of what

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is happening with the statuses of restaurants. This information is crucial to the diagnosis of connectivity issues and ensuring restaurants stay online.

The Restaurant Status Numbers (A) are displayed on the homepage. It shows the current and prior numbers of each status and their percentage changes. The Dashboard Monitor updates every minute so changes are really accurate. This page also displays restaurants that have statuses that changed to Back Soon Status (B) or False Reserve Now Status (C).

Subscribing to Status Changes in the Dashboard MonitorThe Dashboard Monitor has a subscription service that can send notifications to its subscriber based on what kind of notifications they would like to receive. The user can track changes to restaurants and choose a status to track.

Dashboard-spike Email subscriptionsClick on the Subscription tab in the Tool Navigation (D). A screen like the one shown in figure 2 will appear.Check a status to subscribe to (Figure E). An email notification will be sent if the percentage threshold of each status is reached within one minute.

Up/Down Subscriptions

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Click on the Subscription tab in the Tool Navigation (D). A screen like the one shown in figure 2 will appear.Subscribe to a restaurant by entering the restaurant id in the New RID (G) Field and hit save. The Restaurant should now appear in the Restaurant Subscription List (F). This will send an email notification every time the restaurant changes status.To unsubscribe to the restaurant uncheck the box.

Fax Tool - Allows you to send common documents to a customer via fax.

Flapper Tool - Shows you all restaurants that have been offline during a certain period of time. There are many different options available for finding restaurants.

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Flap Report

iTuba - iTuba is a tool for prioritizing calls to make to restaurants that are having connectivity issues. The calls are based on the covers driven by the restaurant, and by the length of time that they’ve been offline.

STOP Tool - STOP, the Support Team for Outbound Programs was replaced by the Get Next Case tool in Salesforce. This helps to prioritize outbound calls to make by case type.

Upgrade Tool - The upgrade tool allows certain OpenTable employees to upgrade customers from older versions of the ERB to newer version.

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Core Knowledge – OpenTable (OT) Concierge

www.OTConcierge.com

OTConcierge is an online restaurant reservation tool designed by and for hotel concierges.

The requests are not handled by TierI support and so, you need not know how to handle a request, but you need to know what it is about.

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Core Knowledge – OpenTable Billing

Here are a few frequently asked questions related to Billing that at Tier 1 agent may have to handle. For all others, you can transfer them to our Billing queue during hours of operation: Monday through Friday, 7:30am – 4:30pm. Should the customer call at a time that billing is not available, you should create and document a case and hand it to the Billing Queue for action when they return to the office.

When will I receive my invoice/statement?Invoices are sent via post to the Billing Address listed in our system, mid-monthInvoices are also available on OTRestaurant.com, viewable by mid-month

What are the payment method options?Direct Debit: Payments can automatically be pulled directly from the bank account on a monthly basisCredit Card: Payments can be processed over the phone (via a Tier II Billing Agent)Cheque: Send to OpenTable address:

OpenTableAttn: BillingOne Montgomery Tower, Suite 700San Francisco, CA 94104

Please include your payment remittance advice with your payment and/or send to:[email protected]

No-Shows / Covers DisputesA Diner didn’t show up to their reservation/booking

You may process your restaurant’s no-shows on your ERB or connect system within 48 hours of the missed reservation.

If it’s beyond the 48 hour window:Please wait until you receive your Covers InvoiceOnce you receive your covers invoice, download your Reservation Report from OTRestaurant.com, print, highlight which diner(s) were no shows, and send to:

o [email protected] Please title the email subject line:

Covers Dispute: [Restaurant Name] [RID]Once received, the Account Department will verify the data and post a credit to your account.

Please allow up to 7 working days to receive the credit on your account.

OpenTable vs Toptable CustomerI have received an invoice from OpenTable but I am a TopTable customer

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OpenTable purchased TopTable in Oct 2010 and TopTable is now part of OpenTable Inc. The invoice you have received is for covers booked on the TopTable website, the only part that has changed is the company invoicing your restaurant. Please check on the invoice for details of how to pay.

Dining ChequesTier 1 agents cannot process Dining Cheques, but they should understand the following:

What are Dining Cheques?Dining Cheques are part of the OpenTable Dining Rewards Program. When diners complete their meal at an OpenTable restaurant, they are awarded a certain amount of points. Once the diner accumulates a certain number of points, they're able to redeem them for a cheque to use at a future reservation.. Customers who use Dining Cheques are considered Power Diners because they dine out frequently.

United States:2,000 OpenTable Points = $20 OpenTable Dining Cheque5,000 OpenTable Points = $50 OpenTable Dining Cheque10,000 OpenTable Points = $100 OpenTable Dining ChequeCanadaRedeem 2,000 points $26 OpenTable Dining ChequeRedeem 5,000 points $65 OpenTable Dining ChequeRedeem 10,000 points $130 OpenTable Dining ChequeGermany:2,000 OpenTable Points = 10€ OpenTable Dining Cheque3,000 OpenTable Points = 20€ OpenTable Dining Cheque4,000 OpenTable Points = 27€ OpenTable Dining Cheque5,000 OpenTable Points = 35€ OpenTable Dining Cheque10,000 OpenTable Points = 70€ OpenTable Dining ChequeUnited KingdomRedeem 2,000 points £10 TopTable dining chequeRedeem 3,000 points £20 TopTable dining chequeRedeem 4,000 points £27 TopTable dining chequeRedeem 5,000 points £35 TopTable dining chequeRedeem 10,000 points £70 TopTable dining cheque

Dining Cheques are accepted by any OpenTable member restaurant, and should be treated as you would a Traveler’s Cheque.

What should a restaurant do with a Dining Cheque?If a restaurant chooses to submit the Cheque to OpenTable, please have them follow these steps:

Collect all Dining Cheques received in a given month, and make a copy for your recordsNote your restaurant’s NAME and ACCOUNT NO. on the back of each Dining Cheque

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Send to:OpenTableAttn: BillingOne Montgomery Tower, Suite 700San Francisco, CA 94104

Once we receive the dining cheque, it will be posted as a PAYMENT on your account.

Please note, some types of Dining Cheques have an expiration date. Once a Cheque passes its expiration date, it is void. As a best practice, we recommend restaurant staff be trained on Dining Cheques to ensure a voided check is not accepted for payment by mistake.

Are restaurants obligated to accept Dining Cheques?Yes, accepting diningcheques as a form of payment from a diner is part of their OpenTable/Toptable contract. Please keep in mind, diners who choose to use their dining cheques at your restaurant are highly valued patrons, as they are considered Power Diners because they dine out frequently.

Understand the process Tier 2 agents go through to process Dining ChequesPoints adjustments are made in CHARM. Under the “Points Adjustments” section, all manual adjustments are listed with a reason (reason is required). In CHARM, you can also see when a diner has redeemed the check.

In the case of an expired check, a Tier 1 agent can communicate to the customer the following:We are happy to redeposit the points for the value of the check into your OpenTable account, and you can request a new check whenever it’s convenient for you. Please mail the expired check to:

OpenTable, Inc.Attn: Consumer CorrespondentOne Montgomery Plaza, Suite 700San Francisco, CA 94104

Be sure to include the email address from your OpenTable account

Invoice/Statement RequestsI would like to request a copy of my invoice/ statement from within the last year

Yes, I can provide you with invoices /statements from the last year. **(OTR houses historical invoices up to 12 months prior)**

I would like to request a copy of my invoice/ statement from over a year agoYes, I can submit your request to our Tier II Billing Department:ACTION: Create Case in Salesforce and hand to Billing QueueSCRIPT TO READ WHILE PROCESSING REQUEST: While I process your request, may I also inform you of your option to pull invoices online through Restaurant Center @ OTRestaurant.com? This is a valuable

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feature which can be utilized if you misplace your invoice or statement and need to retrieve a copy when the Billing Department isn’t available.

I don’t believe I have login credentials set up OR I am not aware of OTRestaurant.comCommunicate to customer: Please be aware, if there is another manager or authorized user in the restaurant, you may already have an account on OTRestaurant.com / Restaurant Center.

If there is another user at the restaurant that already has an account, they should request an account through that user by clicking “Request Account” in the top right of the screen. If nobody at the restaurant has or knows their account for Restaurant Center, a new account can be created. Creating an account has serious security implications, so it is important to verify that the caller is an authorized agent of the restaurant before granting them access.

ACTION: To create an account, please refer to OTRC common questions section above for more details

I am already set up on OTRestaurant.com / Restaurant Centre and I am not able to access my invoice(s)/statement

Yes, I can submit your request to our Tier Billing Department:ACTION: Create Case in Salesforce and hand to Billing Queue

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Assignment

1. What are the different tools used by OpenTable?2. Create an account in OTRC.

Listening to Calls

Listening to calls is one of the best ways to help familiarize yourself with what you will be facing on a day-to-day basis. Listen to the calls below in their entirety. Some calls have screenshots of what you will see to help you follow along.

Call 1 – OTRCLink to file – https://drive.google.com/folderview?id=0Bx2awe1LOFbzN2ozbTVwVkZuREk&usp=sharing&tid=0B8KilV-6jucaeGo2TFZVbVJvSFk/AD1016.wav

Call 2 – BillingLink to File – https://drive.google.com/folderview?id=0B8KilV-6jucabkdCVF9pb2JNSVk&usp=sharing&tid=0B8KilV-6jucaeGo2TFZVbVJvSFkFile – BC1000.wav

Call 3 – OTRestaurant CenterCall started off with resto wanting to add a lunch shift. Rep added the shift and the remainder of the call was about updating profile info, Locu and how to participate in seasonal promos in OTR.Link to File – https://drive.google.com/folderview?id=0B8KilV-6jucab08tY1pYY0l3TEE&usp=sharing&tid=0B8KilV-6jucaeGo2TFZVbVJvSFkFile - AD1016.wav

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Call 4 – Support ToolsDiner needed help with some email/profile mix up. She could make reservations but it's being sent to someone else's email address. Looks like the user made the reservations under a different email address (it was made under her new married name), but meant to make it using her maiden name email address.Link to file –https://drive.google.com/folderview?id=0B8KilV-6jucaNmxfT25KRDBKUjA&usp=sharing&tid=0B8KilV-6jucaeGo2TFZVbVJvSFkFile - AD1214.wav

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