RTB
What is the highest scoring Bronze
9
What needs to be completed if a Cardmember requests a call back ?
SCP
This State has the longest coastline?
Alaska
What is hanging up on a Card member?
Local Disconnects
Qualify and Discover is considered which call component?
Operational
What process can provide an immediate refund of points or money ?
Promised Refund
What is the biggest Hawaiian island called?
The big Island
What must be disclosed once a third party has been heard on the line?
CMD
Making a call tailored to the Cardmember's experience?
Building Rapport
What process can be used to complete an exchange?
Rapid Exchange/ Manual Exchange
What is the world's #1 tourist destination?
France
What is required to be completed if the CM expresses frustration or concerns regarding Chase?
Complaint
What are three components of a Gold call?
Power of tone, Can do attitude, Effortless customer experience.
What is the primary tool used to ensure agents offer a uniform approach to each call?
SWI
Where was the first Disney park opened?
Anaheim, California
This is necessary to access any account for assistance?
Verification
What are the 8 categories of data capture recap?
Flights, Cars, Hotels, Activities, Address, Payment charges, Contact info, Confirmation numbers.
How do you price an international lap infant?
4pp/adt/adt/inf
What is the most famous part about Route 66?
Cadillac Ranch
Advising a Card member misinformation?
Misleading Behavior