UK CEN week CRT - Assessment

Given you we're regularized this October 2023, how Many leaves did you accrue?

• A. Defaults to a total of 15 days

• B. 5 PTOs and 2 ELs

• C. 6 days worth of Leaves

A BA premium cm called to confirm his/her BA executive account number, during interaction the account number we have for her on STAR is completely different from what she provided. How should we proceed?

• A. Advise the Cm to call BA to update the records from their end.

• B. Create a CLIC case under Partner Liaison

• C. Open GBM and update it there.

TRUE/ FALSE: On Authorized absence, regardless of the duration of days you missed, you are automatically enrolled to AIP.

• TRUE: Durig training, it's stringent to not miss any days.

• FALSE: It should be 3 days of consecutive and non- consecutive days.

• Both are False

Provide the Customer First Behaviors

• A. Easy, Recognize and Involve

• B. Involve, Easy and Recap

• C. Easy , Recognize and Solve

The threshold to keep you from being tagged as CEW, is how many percent accrual of system issues?

• A. Less than 8 % , weekly.

• B. 5 % and above , based on monthly reports.

• c. Less than 5 % , monthly

You hold an American Express card, and you loved it so much for your online shopping so you ended up creating an online presence by creating a group named: Amex-onlineholics, is this acceptable?

• A. Acceptable, it's a show of appreciation and loyalty to the amex brand

• B. Not acceptable, we cannot create an online presence, except from the offcial Amex Soc med accounts

• C. It depends, as long as you did not use the amex logo and made a clear distinction between you and Amex.

" I don't why UK cardmembers are so unpredictible, peeew! whatever! " #lifeofanAMEXCCP #callecenterlife

• A. I don't see any problem with this post, it's my page and wall so why care?

• B. As brand amabassadors, we refrain from this kind of posts to uphold the Amex brand

• C. It depends on how my viewers, perecive my post.

The acceptable call time interval to be eligible for the Authorized absence is?

• A. 1 hour before your shift

• B. 2 hours before 1st break

• C. 2 hours before your shift.

Provide the Three major key players, in the Credit card world.

• A. Issuer- Cardholder/ MErchant - Acquirer/ payment networks

• B. American express / VISA/ Mastercard

• C. Cardholder - Acquirer-Networks

A relative of yours is an American Express card holder and expressed dissatisfaction for our service on her/ his Soc-med, how will you respond?

• A. Call out the relative, as this is not allowed.

• B. Assist the relative by answering queries on he / her wall post.

• C. Ignore the relative and do not do anything