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.