​​Questions with Logan Foster
​​
​​Questions 
​​Answers
​​Which side do you prioritize to find a win/win solution? 
​​
​​Tiered customer experience
  • ​​Community - first tier
  • ​​Resolutions - Customer Service 
  • ​​Escalations - 
​​The biggest and most difficult resolved cases? 
​​Logan: 
  • ​​Last Christmas, booked a cabin in Lake Tahoe. 
  • ​​$16k reservation, 20 nights.  
  • ​​part of a retirement 
  • ​​1 year in advance
  • ​​host had to cancel 
  • ​​The guy had already packed and left. 
  • ​​Found another host in the area. 
  • ​​Smaller listing 
  • ​​Let him stay there for 5 days. 
  • ​​Bridge across the time span
  • ​​Moved to 3 different listings 
  • ​​These are our limitations 
  • ​​Set expectations 
  • ​​Lost $8k to cover the stay
  • ​​Guest tweeted about Airbnb
  • ​​Diagnosed with cancer
  • ​​Set expectations. 
​​How did you keep in touch with the difficult guest? 
  • ​​Messaging & phone support. 
  • ​​Phone support
  • ​​Speed, 5x faster than messaging
  • ​​Need to hear the guest
  • ​​Improves the customer experience 
  • ​​Messaging
  • ​​Provide education 
  • ​​Need to confirm in writing 
  • ​​Unhappy decision 
  • ​​Message first 
  • ​​Then follow-up with the phone. 
​​What is the selection process for Escalation team? 
  • ​​Mentorship 
  • ​​The people who gave the best answers 
  • ​​Become shift-supervisors
  • ​​Take supervisor calls
  • ​​Approve loss amounts. 
  • ​​Key aspect: 
  • ​​Do the core work. 
  • ​​Ephemeral work - you get whatever is handed to you. 
  • ​​Escalations 
  • ​​Choosing people who are good at making quick/educated choices. 
  • ​​Finding answers
  • ​​Improvisational 
  • ​​Who knows what they’re looking for 
  • ​​How to find it? 
  • ​​Soft-skills