KNOWLEDGE CHECK T&T FEDEX

Customer is checking on a package on why it hasn't been delivered even after commitment day at destination. What are the actions need to be taken. Choose from below.

• Ask customer to check with destination FedEx.

• Check for any existing traces and and advise customer according to trace and update the file or to get the PIC to give a call back within 1 hour.

• Open a POD file and advise customer a call back will be made by Trace agent within 2 hours time.

• Call the destination and ask why they never deliver and push for delivery.

When a package has a SIP scan applied to it, can we open DTH file still?

• Can

• Can't

• Can, only if the pkg is not due for delivery on the same day and submit the trace # to SCQ focal.

• Can't as it'll be locked in station and must be delivered.

What does stat 77 means?

• The shipment has transited from one country to another or to final destination country.

• The shipment has arrived into transit country.

• The shipment has been uploaded into the plane

• The shipment has arrived into the HUB.

Choose a situation on when IRQ file will be opened.

• When customer request for information where is the package.

• When customer cancels a PUP request before package being picked up.

• When a customer request to cancel the booking and return the package to them on the same day after its been picked up.

• When we want to request for package REA.

Customer is asking for an ETA update for a package that is being delivered on Monday. Choose from below on what are the steps we can do.

• Ask the customer to call back on Monday.

• Take down customers Tracking number and contact details.

• Open SCQ-COS file on Monday morning after package has a van scan on it.

• Tell the customer that we cant give ETA update and they have to wait from 9-5 for delivery to be done.

A package have been attempted to be delivered to recipients address 3 times without success and station have opened an UTL trace for it.What should we do when the customer calls in and wants to self collect the shipment?

• Inform the customer that they can self-collect immediately

• Open SCQ-COS for self collection request

• Update on the existing UTL file that the cust would like to self-collect.

• Open SCQ-DTH file, send the case ID to SCQ focal and inform customer to wait for a call back confirmation for self collection.

What does PUX-23 means

• Pickup was not done.

• Package was not ready.

• Package received after same-day flight cut off time.

• Payment was collected together with package.

Shipper have spoken to a CCR previously regarding a package status and looking to speak to the CCR again.If the CCR is engaged with another customer, what are the steps we should do.

• Ask the customer to call back.

• Put the customer on hold and wait until the CCR is available or take the customers details and send email to the respective CCR for a call back.

• Probe the customer further to identify the customers request and assist further.

• Check for any existing trace files.If its a SCQ file advise according to last update after reading.If its a POD file that requires a call back, arrange accordingly and advise customer the turn around time for a call-back.

When a package is not ready to be collected when the courier is at the location, what is the scan will be applied?

• DEX 08

• STAT 41

• PUX 92

• PUX 16

774795299641-Please advise the status of the parcel.

• Package was not delivered

• Package was attempted to be delivered but failed due to recipient not available.

• Package will be delivered tomorrow.

• Package is not due for delivery.