For your benefit
WHAT IS A NAC BENEFIT?
A benefit embedded with a card- at No Additional Charge for the customer.
Name the four fundamental behaviors of a Customer First experience?
Open with connection
Commit to Solve
Deepen the Relationship
Close with Confidence
What system is used to answer calls?
WDE
Aside from the necessary systems and a note taking tool what else should you have open on a separate window?
Acceptable answers:
DOC's
CHC
Benefits guide
Where can I go to find compliance-based procedures?
Colleague Help Center
What benefit will cover damage to, losing or theft of a Covered Purchase up to the first 90 days?
PURCHASE PROTECTION
Please recite the call recording disclosure
"This call may be recorded, monitored, and analyzed for compliance and to improve our systems."
What system can I use to verify our customer with security questions?
ISP
If you are unsure if you should go into benefit details with the customer, what is acceptable for you to do?
Acceptable answers:
Transfer to a specialist
Ask a leader
What is the CHC called, that provides me with ALL the descriptions of coverage for AAC benefits?
CHC - Description of Coverage (DOC) - Home Page
It is the protection that matches the Original Manufacturer’s Warranty provided for a Covered Purchase
IF
an Extended Warranty Covered Event occurs during the Extended Warranty Coverage Period.
What must you do if someone other than the authorized user comes on the line when you're talking?
Read the recording disclosure AND
ask permission from the auth user to discuss account related info with the individual while on this call
What system shows a brief overview of the benefit our customer has?
TACC
Is it acceptable to log into your systems and read emails 10 minutes before your scheduled start time?
NO
What CHC tells you how to authenticate the customer for this type of call back?
CHC - Authorized Callers, ID Process - Suggested Verbiage
What is Return Protection?
Return Protection offers you an extended return policy on eligible items charged entirely on an eligible American Express® Card.
If you try to return an eligible item within 90 days from the date of purchase and the merchant won’t take it back, American Express may refund the full purchase price.
Please recite the disclosure used for emails.
"For your information on how to protect your privacy please visit AMERICANEXPRESS.COM/PRIVACY"
What system is used to file a customer complaint?
Acceptable answers:
clic/icare
A customer calls in to asks why their claim was denied, what steps should you take to resolve their concerns?
transfer to claims specialist
What CHC will tell us what to do if the customer calls in and states they have additional information for their claim that may affect the outcome?
CHC - Handle Denial Inbound and Outbound Call
Step 4
How must the customer set up their billing in order be eligible for Phone Protection?
They must charge your monthly Eligible Cellular Wireless Telephone bill to your Eligible Card Account.
The customer states: Can you help me add this benefit to my account so that I can have coverage while traveling. What step(s) should you take?
Transfer to specialist
or if applicable: offer to self-service online
What system would we use to view a certificate benefit?
AAC Enrollments
Provide a talk off for a situation where the customer states: " Why can't I purchase benefits with you?"
"Good question,
I would love to get you over to our licensed specialist because they have all the tools and knowledge to assist you in this process."
What should we do if a customer calls in to close a claim and there is an open third-party SIU case?
Close the claim and add a follow up diary.