CALL FLOW

1. OPEN THE CALL

• OPENING SPIEL ~ GREETINGS: "Hello, good afternoon. Welcome to Qantas Frequent Flyer, this is Kyla. How can I help you today?" ~ ASK WHO YOU SPEAKING WITH: "Who am I speaking with?"

1. IDENTIFY AND CONFIRM MEMBER'S QUERY

• AUTHENTICATION ( i will ask some security questions to verify) ~ IVR if not AUTHENTICATED OTP FULL NAME AND FFN

~ IF AUTHENTICATED OTP FULL NAME

~IF THE OTP IS WRONG ASK MANUAL SECURITY QUESTIONS (atleast 3) date of birth postal code mobile number mother's maiden name email addresss

frequent_flyer@qantas.com.au email for sending the docs

1. assist the member with the query

2. end of process

Troubleshooting QLCC for resolved cases happy customer Closing Spiel Thank you for calling Qantas Frequent Flyer, this is Kyla. Thank you have a great day.

Name: GREGORY DREW (sir) DOB: July 29, July - correct ,1996 MMN: JOHNSON - wrong Postal Address: 9 ELIZABETH ST MORNINGTON QLD 4680 Mobile Number: N/A Email Address: gregorydrew@bigpond.com Authentication: NO 248622

• once you received the reference number and already sent the documents needed you need to call back

• 1 valid ID (passport is preferable)
• utility bills