TRAINING NOTES

QANTAS MEMBERSHIP

• Bronze

• entry level
• $89.50 join fee
• you can just earn with "Status Credit" to move up to different tier (eligible flights or 4 eligible flights)
• Non air activities, purchasing
• Lifetime status/ tier, my certain points for tier

• Silver
• Gold
• Platinum
• Platinum One
• Chairmans Lounge

CE Talk

• Right authentication is required
• Authentication (for MU only) - ask full name and ssn

• 3 types of verifiers IVR - confirmation of ivr OTP UTILIZATION - (mobile number is available) MANUAL AUTHENTICATION - (3 questions) over authentication kapag 4 questions ang natanong

• frequent_flyer@qantas.com.au email for replying
• Always ask for the ssn and full name, always document everything

GRADING FOR CALL

• Member Engagement and Advocacy

• opening
• initial investigation
• understanding of the issue
• call handling skills

• Issue Resolution

• tools navigation
• first contact resolution
• documentation
• GLCC connect (aka closing spiel, required only for resolved issues) "partners on the ground"

• Legal and Regulatory

• security -ZTP Guidelines

FOR MOBILE NUMBER (AUSTRALIA)

• +61 8888 888888

MEAL PREFERENCES. not guaranteed

IFLY

• ticketing tool of Qantas

FORMAT FOR THE SUBJECT LINE (emailing)

• 'Qantas Frequent Flyer - concern - SR#'
• ST121 - for member update template name

PROPER DOCUMENTATION for PROILE UPDATE AND SECURITY

• IC: X-
• Auth: Yes/ Manual
• Concern
• Resolution
• CB
• Next Steps
• Verbatim: just type to help other agent (complaints, special request)
• Agent Name
• Action
• Documents Attached
• Billing Docs - address confirmation, current address

• CREATE ANOTHER TICKET FOR CALLBACK

• OTP - 6 DIGITS

• IVR - frequent flyer number and pin

• if authenticated - authenticated
• if not authenticated - null, blank, not authenticated
• if IVR is not authenticated, OTP will be sent

• OTP is not required

• if they don't have access to the phone
• if the concern is about changing contact details

• mother's maiden name

*MANUAL SECURITY QUESTION - 3 ONLY

• mother's maiden name - if incorrect need to send the documents, once lang itatanong (if wrong failed already)
• date of birth - if incorrect, proceed to documents. failed
• postal address -
• mobile number
• email address

• if IVR authenticated just as the full name and FFN

• ACCOUNT INTEGRITY TEAM - right word to say if the account is suspended, high risk accounts

• TYPES OF DOCUMENTS THAT NEEDS TO BE SENT

• required to tell member thru call the documents needed
• advise member to attached it to the documents, not paste
• if failed to authentication, members are required to send documents such as; ~ photo identification (colored) ~ government issued letter or utility bill

• ON TOP OF THE DOCUMENTATION INCLUDE THAT THE CALLER IS A 3RD PARTY (NAME AND RELATIONSHIP)

CALL FLOW

• Opening Spiel

• Thank you for calling Qantas Frequent Flyer, this is Kyla. How can I help you?

• Authentication

• IVR
• OTP
• Manual

• 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.