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?"

2. 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 

3. assist the member with the query

4. 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