General
When will we start Apprenticeship?
Day 1 of Week 3 or 16th of October, 2023
The three Qantas products and its Annual Fees.
Qantas Discovery - $0
Qantas Premium - $249
Qantas Ultimate - $450
What are the 3 pillars of Customer First?
Easy, Recognize and Solve
How long will our OJT be and when will it start?
4 weeks of OJT will start 23rd of October
How will a Qantas Ultimate cardmember redeem their Travel Credit and how much is it worth?
1. Redeem online: login via amex.com.au/travel Eligible for QF flights only (no Jetstar)
2. Redeem via phone: call 1300 303 877
3. $450 worth of travel credit
Define Customer First.
:)
How should we login to GSP?
Login from CITRIX and click GSP - INTL V8
If a Qantas cardmember asks to transfer MR points to their Qantas Frequent Flyer number, immediately due to an expected flight, how do we assist?
Statement Closing Date: 10th of October 2023
Ask cardmember when the expected flight is.
Advise cardmember that points are automatically transferred to their QFF at least a week before statement closing date.
Educate CM on points conversion and TAT of transfer (1 business day)
CHC: Membership Rewards - Airline and Hotel Partners
What are the 4 call behaviors that aid in making an impactful closing when speaking with cardmember?
Which applications help us with Membership Rewards Points call inquiries?
Star AU and Star NZ
How will a Qantas cardmember receive 2 complimentary Qantas Lounge passes?
CM needs to make an eligible Qantas product spend (either QF flight that generates QF number or QFF joining or annual fees).
Within 14 days of Qantas purchase, CM will receive an email invite from Qantas to log into the Comp Invitations Portal
What is our opening spiel if cardmember is not fully verified?
"Thank you for calling American Express, my name is ________. May I have your first and last name please?“
When the Customer responds, follow with:
"How would you like to be addressed?”
Or
“May I call you by your first name?“
When the Customer responds, follow with:
"How may I help you today?"
What system application will allow you to check benefit enrollments of a Platinum Charge Cardmember?
Online Benefit Management Tool
Qantas Ultimate CMs' flight has been cancelled due to his medical condition. He is asking assistance regarding his travel insurance. How should we assist?
Refer to Chubb for assistance. Provide direct number and hours of operations before transferring CM.
What's the best flow when thinking about Resolution?
Probe to Clarify True Need
Explore the Best Resolution
Extend Relevant Messages/Value Generation