Show:
Complaints
Billed
TC Assist
CD Specific
Goodwill POC
100
Csi Retention and it should be set for 3 months from the last date of travel.
What is the correct way to enter in the retention line for a CSI?
100
Correct charge and was it suspended
What is the dispute amount?
100
Agent Max sine
What is the agents correct max sine and was it captured correctly?
100
Was the card member's name entered correctly and proper upper and lower case
What is the correct entry to add the cardmemebers name?
100
The goodwill amount was suspended.
What is the new way to open a POC goodwill case?
200
A brief description of the issue with no jargon, no misspelled words and no pasted verbiage from the reservation and proper sentence structure.
What is the cardmember notes?
200
A billed dispute or a billed dispute - not posted cm advised to call back when the charges appear on the account.
What is the correct call type and was it used.
200
The agent called to say they needed to get assistance with the q# remarks in the record?
What is correct call type?
200
The agent called to say they needed to open a case offering the cardholder some points as a goodwill and the case was opened as a resolved case.
What is the correct case subtype?
200
Only a lead agent can offer a goodwill and open the case as a
What is POC case
300
the option to advise if case was related to discrimination
What is the discrimination flag and was it used correctly?
300
Did the lead check for an existing call log prior to opening a new one under this category.
What is checking for existing billed call log?
300
When every you get a call from an agent needing make sure you always open a
What is call log?
300
Lead agent received a call from the supplementary card holder advising there was a problem with the travel and the lead added the basic cardmember and their account number.
What is the cardholder and the account number?
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
who was the caller that brought the case to you as an ECT agent?
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 is cardmember notes
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 bait and switch practices to a promotional offer.
What is a complaint?
500
Lead fails to suspend a charge or enter / update an existing call log
What is auto zero
500
Does case documentation clearly and succinctly describe the reason for the call, actions taken, direction given
What is the case notes?
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?