CSC

Package has gone through the sorting process and is waiting to be picked up by a driver.

• At Station

• Ready for Departure

• Ready for FC Return

• Out for delivery

What are the Three common Call Drivers?

• UTA, UTL and NSL

• UTA. UTL and DNR

• UTA, NSL and DNR

• UTA, BC and UTL

This is where the items where being prepared upon placing the order

• Sorting Centre

• Delivery Station

• Fulfillment Centre

• Customer's address

Which one of the following is not handled by SDS recipient support.

• Amazon Fresh

• AMZL Heavy or Bulk

• AMZL Special Handling

• Prime Now

SDS Customer service provides support 7 days a week, 365 days a year (excluding holidays)

• True

• False

We trust our customers. We show our respect by being fair and honest. Be friendly and polite. Be your best professional self. We keep our promises. We keep current on changes and aware of new information. We understand that each customer’s situation is unique and we never discuss how other customers might be impacted by a problem.

• Reduce Customer Effort

• Answer the Question Asked; Never Guess

• Solve the Problem

• Treat Every Customer as a Friend

Know your customer. Listen to their problem and think through how it may impact them. Convenience is important to our customers and we ensure that the CS contact experience is easy. With email or chat, use simple and direct language that is easy to understand. On the phone, we match the customer’s pace and minimise wait time.

• Answer the Question Asked; Never Guess

• Treat Every Customer as a Friend

• Reduce Customer Effort

• Escalate Systemic Problems

Complex problem solving requires careful execution, good judgement, and partnership with our customers to find the right solution that fits their unique needs. We seek out and use available resources to ensure we get it right. In the end, solving the problem is what matters most and it's what we ask our customers to vote on after every contact.

• Treat Every Customer as a Friend

• Solve the Problem

• Reduce Customer Effort

• Escalate Systemic Problems

In the entire company, we are in the best position to learn about emerging problems. When we see a problem, we do something about it. We pull the Andon Cord…submit a trouble ticket…tell our Lead…whatever it takes. It’s our duty to escalate

• Escalate Systemic Problems

• Treat Every Customer as a Friend

• Reduce Customer Effort

• Answer the Question Asked; Never Guess

We carefully evaluate each customer's question and answer it. We are precise and say with confidence only what we know is true and relevant; we do not speculate. When the answer is not available, we say so in order to preserve customer trust

• Treat Every Customer as a Friend

• Reduce Customer Effort

• Answer the Question Asked; Never Guess

• Solve the Problem