COE BI-WEEKLY GROUP-2 Oct

What is the type of coaching will be conducted by your supervisor?

P-File is  

• Performance file

• Personal file

• Problem file

In wallboard, what is the GOS in the bracket/intervals?

What is the minimum number of mystery shopper calls that will be conducted for FL CSA on monthly basis?

• 10

• 11

• 6

• 8

CSA must briefly mention to customer on the feature, advantage and benefit (FAB) of SI/IB/TDX during upsell.

• True

• False

What is the platform for you to track your daily productivity ?

What should you do when GEMA is down?

• Advice customer that system is currently down and advice customer to callback after one hours.

• Advice customer that system is currently down and advice customer to self-serve at MyDHL+ portal.

• Update GEMA manual worksheet.

• Offer for a callback once system is up and running.

How many quality monitoring (QM) will be evaluated for the month if you are away for 3 weeks?

• 10

• 8

• 5

• 3

If customer wants to send MSDS to which email CSA should advise customer to forward the MSDS?

• [e-mail]

• [e-mail]

• [e-mail]

Our 4 pillars is

• Motivated people, Good service quality, loyal customers, & profitable network

• Can Do, Speed, Passion & Right First Time