OPENING SPIEL
"Welcome to Qantas Frequent Flyer, this is Nicole"
AUTHENTICATION
IVR
OTP
MANUAL
(TS) TROUBLE SHOOTING
QLCC (only applicable if it's RESOLVED)
"
CLOSING SPILL
"Thank you for calling Qantas Frequent Flyer, this is Nicole. Have a Good Day!"

"try to change the mood of the member to a positive kineme"
"I appreciate you calling QFF so we can update your phone number"
"I'm sorry you have to call us but let me assist you with _____"