CDR Drivers Calls and Event Hubs

If a delivery is a 'Failure to Load' what is the first thing you would check?

• failed delivery tracker

• If the order was shipped from the DC

• If the order was received into the CDH

• If the items are in stock

If you are working a Failure to Load Event Hub, what reason would you not create an exchange right away?

• If the order was Supplier Direct

• If the notes stated the trailer was due to arrive that day

• If the item was out of stock

• All of the above

If the delivery failed due to the wrong service being added and we need to arrange for the correct service to take place, what option would you chose?

• Pick up Only

• Reschedule existing delivery

• Amend Delivery

• Service Only

If a delivery failed due to the wrong item being sent out and the crew have returned the unwanted item which action would you take?

• Exchange - Immediate

• Exchange - New Order

• Exchange - No Collection

• Exchange - Write off

If a driver has offered a customer damage allowance for an online order how would this be processed?

• OCCO 'Product Allowance'

• Manual refund via the POS till

• OCCO 'Goodwill'

• Request a Gift Card be sent out

You can book an ADHOC delivery if an integrated service is required.

• True

• False

Where do you find all of the department forms?

• KnowNow

• PDW

• Currents

• Workday

When would we offer a gesture of apology for poor service?

• When replacing an item

• When customer calls in to see why it has failed

• Once the situation is fully resolved

• Whenever the customer asks for it

What systems would you use to keep up to date on what is happening within the department and recent communications? Select all that apply

• Currents

• Partner Intranet

• Connex

• The Clip

Where would you check for further notes on a failed delivery in connex?

• Related

• Delivery Tracking

• Next Action

• Case Comments