Course curriculum

  • 1

    P&O System

    • Pre-requisites

    • Learning objectives

    • How to log in for the first time and how to change password

    • P&O introduction to system / P&O system code

    • P&O account number

    • Search for a booking without a reference number

    • How to make all types of vehicle changes

    • How to make any changes to the dates of travel and upgrade accommodation

    • How to make any changes to passenger numbers, passenger details, or add special needs

    • How to make a booking

    • How to cancel return only to rebook as cannot change it

    • How to add meals, coach transfer and pets

    • How to get a cancellation quote and cancel a booking
  • 2

    Buyer happiness report

    • Learning Objectives

    • How to record Buyer happiness
  • 3

    Intercom Articles

    • Pre-requisites

    • Learning objectives

    • What is an article?

    • Article structure - Articles, Sections, Collections, Help Centre

    • How to create an article

    • Article content

    • Articles - Best practices and principles

    • Articles Quiz

    • Task - Create your first article

    • Auto-translating Articles using Lokalise
  • 4

    Contacting Buyers at scale

    • Pre-requisites

    • Learning objectives

    • When should we contact Buyers?

    • How many Buyers are impacted - how to build a Buyer list

    • How to contact Buyers on Intercom

    • Quiz - Deal with a disruption
  • 5

    Motivation-Based Interviewing

    • Pre-requisites

    • Learning objectives

    • A guide to MBI

    • Preparing for a Interview

    • The Interview - best practices and tips

    • Scoring the Interview

    • Task - Score this Interview

    • Task - Score this Interview

    • Task - Score this Interview

    • Task - Additional Interview to score (optional)

    • Task - Additional Interview to score (optional)

    • Task - Conduct an Interview

    • Task - Score your Test interview

    • Summary and next steps
  • 6

    The Training week

    • Pre-requisites

    • Learning Objectives

    • What the Training Week looks like?

    • Day 1 guide - what is expected of the teammate on Day 1 and how to support them?

    • Day 2 guide - Buddy training

    • day 3: Independent working

    • How to measure C -SATS

    • Day 4 & 5 guide - independent working

    • Assessment - Day 5: What to measure (CSAT and replies/hour), buddy feedback

    • Next steps

    • Quiz
  • 7

    Console Two-week Training

    • Pre-requisites

    • Learning Objectives

    • Day 1 Guide: What the Training Week looks like?

    • Day 5 Guide: Feedback and concern

    • Day 6 Guide: Next stage of training

    • Day 10 Guide - Feedback and concern

    • Next steps - What happens after the Console two Training week?
  • 8

    Trustpilot

    • Pre-requisites

    • Learning objectives

    • How to set up your Trustpilot account

    • Important and valuable practice

    • Where our Trustpilot reviews come from and which method was used to collect it.

    • How to select a domain and how to search for review awaiting reply and review source

    • How to reply to reviews depending on their review source

    • Tasks - Deal with your first Trustpilot review

  • 9

    New CTN system

    • Pre-requisites

    • Learning objectives

    • First step to do before you make a change

    • How to get a cancellation quote and cancel a booking

    • How to make changes to the vehicle

    • How to make changes to dates of travel and upgrade accommodations

    • How to make changes to passenger numbers, passenger details, or add special needs

    • How to add meals to a booking

    • How to change date on amendment fee, to show correct legs

    • Choice of Tariff