Should I Transfer?
A customer needs assistance booking a mileage award ticket for an unaccompanied minor, and the miles will come from a Delta SkyMiles Gold American Express cardholder’s account. After building the reservation, should I transfer the call? If yes, to which team, and should it be a cold or warm transfer?
Yes, Cold Transfer to DMR/IMR
Which Impactful Behavior is demonstrated when an agent offers a warm welcome within the first 10 seconds of the call?
Greet Me
Which of the following can positively impact CHT without rushing the customer?
A. Guessing instead of checking policies
B. Favoriting helpful KM articles
C. Interrupting to speed up the call
D. Avoiding verification steps
B. Favoriting helpful KM Articles
How many MQD's would a Member earn for making a qualifying $200 purchase on their Delta SkyMiles Platinum American Express Card?
10 MQDs
A customer calls in for assistance with booking a ticket from TPA to LAX using 2 different forms of payment. After building the reservation, should I transfer the call? If yes, to which team, and should it be a cold or warm transfer?
Yes, Cold Transfer to GTS Domestic
When an agent clearly explains next steps and sets expectations, which behavior are they demonstrating?
Inform Me
A customer explains their issue in a long, detailed story. You listen, then restate the main point in one sentence and confirm it before taking action. Does this behavior help to keep CHT low, if so how?
Yes! It prevents misunderstandings and avoids repeating work later.
What is the name of the program were eligible Medallion Members have the ability to purchase MQD's at a rate of $3=1MQD?
Elevate Your Status
A customers name was misspelled on their reservation and there are Air France flights in the record. Should I transfer the call? If yes, to which team, and should it be a cold or warm transfer?
No Transfer, GPS Consult
Apologizing sincerely when a customer is frustrated reflects which Impactful Behavior?
Be Kind to Me
What one behavior makes calls smoother AND shorter?
A. Using long explanations
B. Staying focused on the customer’s main request
C. Placing multiple holds
D. Asking unrelated questions
B. Staying focused on the customer’s main request
How many MQD's do you receive from selecting the MQD's Accelerator as a 2025 Diamond Choice Benefit? Can a Diamond select this benefit more than once?
$2,000 MQD's Yes this can be selected for as many choices as they have so 3 times for Diamond (1 for Platinum at $1,000MQDs)
A customer calls to make a voluntary change to their partially flown domestic itinerary. I attempt auto reissue and it provides me an error. I attempt to troubleshoot but am unsuccessful. Should I transfer the call? If yes, to which team, and should it be a cold or warm transfer?
Yes, Cold Transfer to GTS Domestic
Which Impactful Behavior emphasizes acknowledging accomplishments and ensuring others feel valued and appreciated?
Recognize Me
A customer is calling in to book a Companion Certificate fare. The destination and dates they have chosen are not available. How would you explain to the customer why that is, in the most clear and concise way?
Crowd Vote
How many MQD's does it take to reach each Medallion tier?