Beat Form Example


A red asterisk (*) indicates required questions.

  1. Did you or are you transferring this call to Tier 2 or 3 by warm transfer?*
    Yes
    No


  1. Cardmember First Name:*


  1. Cardmember Last Name:*


  1. Cardmember Phone Number:*


  1. Call ID from Softphone:*


  1. Itinerary Number(If no itinerary number available enter Zip Code):*


  1. Case ID:


  1. Card Type:*
    JP Morgan Reserve or Sapphire Reserve
    All Other Card Types


  1. Is this a High Profile Complaint?*
    Yes
    No


  1. Complaint Against:*
    Chase
    Vendor
    Other


  1. Is this an Escalation to Tier 3?*
    Yes
    No


  1. Primary Issue and Detail:*
    Air-Assistance Day of Travel
    Air-Booking Error-Online
    Air-Booking Exchange Error-Agent
    Air-Fare/Rate
    Air-Non-Receipt of Confirmation
    Air-Personal Issue/Request-Refund/Cancellation
    Air-Seat Assignment
    Air-Schedule Change
    Air-Type/Availability
    Air-Vendor Policies/Fees
    Hotel-Amenities
    Hotel-Booking Error-Agent
    Hotel-Booking Error-Online
    Hotel-Fare/Rate
    Hotel-Personal Issue/Special Request-Refund Request
    Hotel-Prepaid Issue
    Hotel-Quality/Overall Dissat-Refund Request
    Hotel-Type/Availability
    Hotel-Vendor Policies/Fees/Oversold


  1. Cardmember-What did Cardmember tell us about their situation?(Exactly what cardmember states)*


  1. Details-What were your specific findings?*


  1. Complaint Status:*
    Open
    Closed


  1. Resolution Type:*
    Courtesy adj/Customer Service Issue
    Courtesy adj/Info Correction Made
    Courtesy adj/Vendor would not resolve
    Courtesy adj/Website or Content Issue
    No action/Documentation sent to cm
    No action/Provided cm guidance/training
    Refund issued by Expedia
    Refund issued by Vendor
    Pending


  1. Resolution-What actions did you take to resolve the issue?*


  1. Root Cause:*
    Agent-COS/Cabin Downgrade
    No Error-Long Hold Times
    Agent-Customer Service Complaint
    Pending Authorizations Issue
    Points Inquiry
    Refund Request
    Vendor-Customer Disagrees with Vendor Policy


  1. Compensation Type:*
    Goodwill Coupon
    Goodwill Points
    In-Policy Refund
    None





Alorica
PA