CFC Final Assesment

Jane said that she is waiting on a replacement card. She is upset since it has been more than 2-3 weeks since she requested the new one. Agent apologizes and proceeds to send a new one. Was this the right procedure?

• Yes

• No

Why not?

A third party is calling and expresses they quickly want to review the card information from a customer of ours as they are good friends with the CH, CFC agent proceeds to deliver the information and wishes a good day. Is this correct?

• Yes

• No

Why not?

1.       Thomas Johnson is calling to add a card for a Secondary User to his account. CFC agent informs about the fee, gets the name, and orders the new card from CAPS. What is missing?

Karen Smith calls in requesting a replacement card to be sent to her new address, as she burnt the original. Agent checks that the card was not expired and sends the new one, explaining to CH that she will get the new one in 5-7 business days. What step did the agent skip?