Bred&Butter
Skill used when delivering a hard message (Ex. Denying a late fee)
What is Positive Language Positioning?
Calculation of Qualified spend for status boost (Hilton or Delta)
What is calculated per month, not per cycle
Invalid Charges for Rewards
What is POL700
Common URL for a Card Replacement call
What is Track my card, confirm my card
Safe way to share Acct information
What is the Acct token
website for participating resorts for the $250 Hilton Resort Credit
What is Hilton.com/Resorts (BEN2357)
Covid updates for Hilton
What is REF31091
Prevents a callback on a dispute
What is send inquiry and dispute center link, set the CM up with the time frame expectations
Expected action after educating the CM on MYCA
What is following up with a Common URL
Change made to the Hilton Free Night
What is Expiration dates were extended to Aug 2021
Online Account Overview/Walkthrough
What is REF29822
New CM calls in to make their first payment
What is Educate them on MYCA, welcome them to the Amex family!
What's happening to the SCRA?
SCRA Exit now resumed, ALT25970
Closing the call
What is Recap + "We are here when you need us"
Decommissioned Universal Benefit
What is Roadside Assistance
Hilton Comparison Chart
What is REF28037
Elderly CM on the line trying to navigate through MYCA
What is patience?
The name of your TL's (Sam) dogs
What is Bloo & Bella
4 Pillars- in order
What is Listen, Care, Solve, Maximize
Number of points Hilton Surpass members earn at Restaurants
What is 6
Call recording disclosure?
What is POL2963
Prevents callback for a non received statement
What is Advise the CM that the balance will be suspended and will show up on the account as a dispute, assure them this is just procedure, no need to panic
ECCO Article that can help you make Offers? (It's been on some performance emails)
What is RC4