​​Logan Foster - Escalations Coordinator
​​Objective:
​​Get to know more about how Airbnb handle the case and the way Airbnb solve it through crisis management 
​​
 
User-uploaded image: Screen+Shot+2020-05-18+at+09.07.49.png
​​
User-uploaded image: Screen+Shot+2020-05-16+at+11.03.27.png
​​
​​
 
​​
​​https://youtu.be/1Nk8PI5uY8k
​​​+Questions with Logan Foster​ 
​​
​​Experience:
  • ​​Premium Support Specialist, Escalations Coordinator, Airbnb (2018, 2019)
  • ​​Customer Service Representative, ShopKeep (2017)
  • ​​Sales Representative, Yodle (2015)
  • ​​Telecom Tech Analyst, Xerox (2014)
​​
​​What he’s been done:
​​Working out of an elevated supervisory team within the greater customer support organization, our team handled escalations from various stakeholders. High profile, high impact, and high value cases are escalated from senior leadership, executive staff and several internal teams, including Communications/Press.
​​Put the best of the best to this team to handle the case
​​
​​List of Questions:
​​
​​Questions 
​​Discussion
​​Hello Logan may i know what is the big challenge of escalation coordinator ?
​​Managing the every stakeholder in every departement and also the customer 
​​Stakeholder: CEO, CS team, and media social team, manager
​​How do you handle all of the case with a good length of time ?
  • ​​make a call to a person, to make it faster
  • ​​make an expectation for the customers
  • ​​escalate or delegate to the other time
  • ​​max time to handle the case: various time, could be a week or a month
  • ​​it’s because of they need to gather some evidence
  • ​​explain to them about our situation 
  • ​​Give some options
​​Biggest challenge
  • ​​Holiday, no supply 
  • ​​had a book a year advance
  • ​​phone call is 5 time faster to messaging 
  • ​​lead with messaging when it comes to a sensitive part 
  • ​​people has the different character, personality but we need to align them in the same way 
​​How do you manage your team to be solid ?
  • ​​delegate to them with a special and detail note
  • ​​a big culture: support the team 
  • ​​not afraid to ask the team 
  • ​​keeping communication open 
  • ​​a table check, u can ask the team for the valuable 
  • ​​mentorship mentality 
  • ​​as a leader, we can let the team handle firs, and after that we can jump in as a leader
​​What tips that you can give us to be a great customer service ?
  • ​​calm when the situation is hard and under pressure
  • ​​be human, be genuine
  • ​​be transparent 
  • ​​communicate to the team 
​​If there’s a case between a host and a guest, which one that you prioritize, what things that you consider about it so and the end you will fin a win win solution ?
​​providing compensate, education
​​e.g guest not following the rules:
  • ​​step back, finding back what’s the problem, take a wide perspective
  • ​​not see one side only, but see from the both perspective
​​Handling a case is not easy, especially when you also have a bad day. And we can say that it’s a crisis situation as well. How did you manage to get through it?
  • ​​take a step a way