Day 1 Week 1 CS PT Upskill

What would you do if a customer has previously unsubscribed but is still receiving marketing in that marketing channel?

• 
  Refer them to citizens advice to raise a complaint

• Check with a TL to see how we can stop marketing

• 
  Select the 'still receiving marketing' button once ensuring they have previously been opted out

• Send an email to marketing for them to sort out

How long do we tell customers unsubscribing can take?​ (a)  

• 28 days
• 24 hours
• 30 days
• 7 working days
• 3-5 working days

Select the reasons why can waive the admin fee (multiple answers)

• 
  Cancellation following a referral (ERGO has advised cancelling the policy)

• Cancelling a policy due to the customer not wanting to travel anymore

• If an amendment has already been made within 48 hours

• To avoid a complaint after attempting to charge the AF (following TL approval)

• 
  Correcting an agent error

Match the following

• The admin fee is £15

• The amendment is 40 days after purchase

• Inside the cooling off period we do not

• The policy was purchased 18.05.2023

• The admin fee is £10

• The amendment is the day after purchase

• Outside the cooling off period we charge

• The policy was purchased on the 26.07.23

Within the amend policy view we add a discount code to which option?

• 
  Amendment discount

• Waive amount

• MTA promo code

• 
  Price matching discount

We​ (a)   add a discount code within the ​ ​ (b)  

• can
• 14 day cooling off period
• policy life
• the policy
• cannot

What does DSAR stand for?