Course curriculum

  • 1

    Introduction

    • Welcome
  • 2

    Buyer Journey

    • Learning Objectives

    • Making a Booking

    • Task 1 - Make your own booking with AFerry

    • Changing a Booking

    • Task 2 - Request a Change

    • Contacting AFerry

    • Task 3 - Contact AFerry

    • Cancelling a Booking

    • Task 4 - Request a Cancellation and Explore your Account

    • Review - The Buyer Journey
  • 3

    AFerry Response

    • Learning Objectives

    • Installing Office 365

    • The Admin System (console)

    • Special Process - Creating a Booking Confirmation manually

    • Special Process - Creating a cancellation invoice

    • The Amend System - Overview

    • The Amend System - Manual payments

    • The Amend System - Manual Refunds

    • Task 2 - Payments and refunds

    • Setting up Intercom Tasks

    • Conversing with Customers using Intercom

    • Tips for writing a reply

    • Save reply call Macros on Intercom

    • Collection - Example messages

    • Intercom Notes Leaving a note  and useful screenshot helps your teammates stay updated—don’t skip it!"

    • Handling Duplicate Conversations

    • How to send a new email confirmation or and ticket to customer by email through intercom

    • Snooze vs Close – New Starter Quick Guide

    • Handling Complaints - Hints and Tips

    • Contacting Sellers

    • Intercom Status (In, away and away and reassign )

    • Making Calls using Micollab

    • Using 1Password to Access Systems

    • Quiz - The AFerry Response

    • Review
  • 4

    Customer Experience (CX) Chat Excellence

    • Course Objective

    • The Power of First Impressions (Start Strong)

    • Show Clear Ownership

    • Empathy That Feels Natural

    • Clarity & Structured Communication

    • Minimise Customer Effort

    • Manage Delays Transparently

    • Close Every Chat Confidently

    • What Actually Drives 5-Star CX

    • High-Impact Habits of Top CX Agents

    • Course Completion
  • 5

    Seller Knowledge Base - Group 1 Sellers

    • Learning Objectives

    • DFDS Seaways

    • How to use DFDS system

    • DFDS Seaways - Quiz

    • P&O Ferries

    • How to use New P&O system Irish route and Hull Rotterdam

    • P&O Ferries - Quiz

    • Brittany Ferries

    • How to use Brittany Ferries system

    • Manche Ile Express

    • Le shuttle (old Eurotunnel)

    • How to use Le shuttle (old Eurotunnel) system New system from the 05/03/2025

    • Le shuttle (old Eurotunnel) - Quiz

    • Stena Line

    • How to use Stena Line system

    • Stena Line - Quiz

    • Irish Ferries

    • How to use Irish Ferries system

    • Irish Ferries - Quiz

    • Wightlink

    • How to use Wightlink ferry system

    • Red Funnel

    • How to use Red Funnel ferry system

    • Summary
  • 6

    Product Koala

    • Product Koala

  • 7

    Seller Knowledge Base - Group 2 Sellers

    • Introduction

    • Moby Lines\ Tirrenia \ Toremar

    • How to use Mobylines\Tirrenia\Toremar ferry system

    • Condor Ferries is now part of Brittany Ferries Group

    • Isle of Man Steam Packet Company

    • How to use Steam packet system

    • Fjord Line

    • Color Line

    • How to make a booking on Color Line system

    • SNAV

    • Tallink

    • How to use Tallink system

    • TT-Line

    • How to use TT-line system

    • Scandlines

    • Eckero Line

    • Viking Line

    • How to use Viking Line system

  • 8

    Seller Knowledge Base - Group 3 Sellers

    • Introduction

    • Adria Ferry

    • How to use Adria Ferry system

    • AML

    • How to use AML system

    • Finnlines

    • FRS - DFDS

    • How to use FRS-DFDS system

    • La Méridionale

    • How to use La Méridionale system

    • Balearia

    • How to use Balearia system

    • Trasmed GLE (TRAS)

    • How to use Trasmed GLE ( TRAS) system

    • Naviera Armas (NAVA) & Trasmediterranea (TRSM)

    • How to use Naviera Armas (NAVA) & Trasmediterranea (TRSM) system

    • Corsica Ferries

    • How to use Corsica Ferries system

    • Minoan Lines
  • 9

    Seller Knowledge Base - Group 4 Sellers

    • Introduction

    • Grimaldi Lines

    • How to use Grimaldi Lines system

    • How to use GNV system

    • GNV

    • Corsica Linea

    • How to use Corsica Linea system

    • CTN

    • How to use CTN system
  • 10

    The Work Console

    • Learning Objectives

    • Introduction to the work console

    • How to deal with Console work

    • Self-serve amendments and cancellations

    • Amend Price on Demand (APOD)

    • Payment made waiting for customer

    • Payment made waiting for operator

    • Payment Made

    • Amend Travelled Out (ATO)

    • Cancellation

    • Send Tickets

    • Failed bookings on console

    • Introduction to VI booking

    • VI guides

    • Console priorities

    • VI Email

    • VI System

    • Operator Inbox How to access it

    • Introduction and guide to operator inbox

  • 11

    Seller Knowledge Base - Group 5 Sellers

    • Introduction

    • Amazon Apps introduction

    • Greek sellers on Certus system Cyclades Fast Ferries, Makri Travel, Sky Marine, Golden start ferry , Saronic Ferries and Seajet

    • Seajets Ferries

    • Attica Group Anek Superfast , Blue star ferry, Hellenic seaways part of same group

    • How to use Attica Group system for New Anek Superfast , Blue star ferry, Hellenic seaways

    • Algerie Ferries (VI operator)

    • Atlanticoline ( Vi booking )

    • Fred Olsen

    • Jadrolinjia

    • How to use Jadrolinjia system

    • Isle of Sark Shipping ( VI operator)

    • How to use Isle of Sark shipping System

    • Ventouris Ferry

    • Virtu Ferry

    • Polferry (VI operator) new brand “Polsca Baltic Ferries”. on the 30/03/2026

    • Unity Lines (VI operator) new brand “Polsca Baltic Ferries”. on the 30/03/2026

    • Polsca Baltic Ferries

    • Panstar Ferry (VI operator)

    • Pentland Ferries (Vi operator)

    • Tsugaru Kaikyo Ferries (VI operator)

    • Wasalines (VI operator)

    • Camellia (Vi operator)

    • Kompas (VI operator)

    • Nouris ElBahr Ferries (VI operator)

    • How to use Nouris Elbahr Ferries System.

    • Caronte and Tourist Messina route only ( Vi operator) not on sale in 2025
  • 12

    Search for customer bookings /Failed bookings

    • Pre-requisites

    • Learning objectives

    • How to search for a customer booking on amend system ( failed or successful)

    • Successful booking what next

    • Unsuccessful booking what next

    • Type of failed bookings

    • Video how to find the reason for failed booking E/Booking integrity Credit card reversal OK

    • Response to customers