Complaints
Billed Dispute Call Logs
TC Assist Call Logs
CCD Specific
Goodwill POC
100
This should be set for 3 months from the last date of travel and read “CSI Retention”.
What is the correct way to enter in the OTH retention line for a CSI?
100
This is where we documented the amount we placed in suspense for a Billed Dispute in ARRIVE.
What is the "Dispute Amount" Field?
100
What must we capture at the beginning of each TC Assist Interaction?
What is the agent’s correct max sine?
100
This section checks to ensure the card member's name was entered correctly and proper upper and lower case in addition to the correct case subtype.
What is the “Cardmember Profile” section?
100
The goodwill amount was suspended.
What is the new way to open a POC goodwill case?
200
This is where you place a brief description of the issue with no jargon, no misspelled words and no pasted verbiage from the reservation with the proper sentence structure.
What is the Cardmember notes section?
200
“Billed Dispute – Billed” and “Billed Dispute - Not posted cm advised to call back when the charges Post” are examples of what.
What is the correct ARRIVE “Call Types” for Billed Dispute Call Logs?
200
The agent called to say they needed to get assistance with the q# remarks in the record?
What is correct call type?
200
This subtype indicates a frontline agent called to open a case offering the cardholder goodwill points as a resolution.
What is the ‘Resolved” subtype?
200
Only a lead agent can offer a goodwill and open the case as a
What is POC case
300
This is the option selected to advise if the case was related to possible discrimination.
What is the “Discrimination Flag”?
300
Did the lead check for an existing call log prior to opening a new one under this category.
What is “Checking for Existing” under a Billed Dispute Call log?
300
This action is required for every phone call received from a Travel Counselor?
What is the creation of a new call log?
300
After you suspend the amount you are offering to the cardholder, you must add place the dispute reference number were
What is case notes?
400
This is where we track who the original caller was that brought the case to ECT?
What is the “Input Source”?
400
Do the case comments contain proper sentence structure, upper/lower case included and are free of spelling errors, jargon and pasted verbiage from the PNR
What are ‘Case Comments’ on a Billed Dispute Call Log
400
the agent called to get assistance with the booking?
What is input source?
400
the lead agent entered in American Airlines and that type of travel was domestic.
What is vendor name and vendor type and was it entered correctly?
400
The credit will appear onto the account within 1-2 billing cycles as well as a letter advising the charge amount has been suspended.
What is verbiage to inform the cardmember of the credit which will be placed onto the account once worked?
500
Customer states they felt they were misled and says American Express used false, deceptive, and/or bait & switch practices towards a promotional offer.
What is a "Complaint"?
500
This occurs when a Lead fails to suspend a charge or enter / update an existing call log for a Billed Dispute.
What is "Auto Zero"?
500
This section is checked to ensure the documentation clearly and succinctly describe the reason for the call, actions taken, direction given.
What is the Case Notes/Comments?
500
Do CM notes briefly and accurately summarize the nature of the case and do the CM notes contain proper sentence structure, upper and lower case included and are free of spelling errors, jargon, abbreviations, and pasted verbiage from the PNR?
What is cardmember notes?
500
you add to the case notes after suspending the dollar amount that American Express will apply the credit.
What is the documentation needed to placed into the AESP case notes for a POC offering?
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