WorksheetsCustomer Service 2
Total questions: 20
Worksheet time: 10mins
Customer can pay for pickup using cash at the time of the pickup?
TRUE
FALSE
To add a package to a pickup that was called in earlier today, before the cutoff, you would.....
Cancel and schedule a brand new pickup
Schedule another pickup
Update the existing pickup
Can't be done.
When would we NOT update an express pickup?
Number of packages increases/decreases
Change Pickup Location
Change the Ready/Close Time
Change the Pickup Address
It is 1630, customer wants an ETA for an Express Pickup today. Close time is 1700-You would advise the customer....
Driver will be there in 15 mins.
Driver will be there by 1700.
The driver is on the way now
Contact Dispatch
Package will be ready at 0730 and close time is 1200. You advise the customer pickups are after noon, but they insist. You.....
Contact dispatch for approval
Schedule the pickup
Direct to a drop-off location
Transfer to CAT
What is required to schedule an Express Pickup?
Billable Stamp
An account number
A customer site
An airbill
If a hotel guest calls to schedule a pickup, where would you enter their name for the pickup?
Workbench
Notes to courier
Contact name field
Notes to CSR
Packages picked up at a prearranged time on specific days is what type of pickup?
On-Call Pickup
Call-in Pickup
Call Tag Pickup
Regular/Daily Pickup
When an Express customer is not physically with the package or at the package's location it is a......
Call Tag Pickup
On-call Pickup
Called-In By Pickup
PRP Pickup
If the driver did not make the Regular or Scheduled Pickup what would you document this as?
Daily Pickup
Proof of Pickup
DMQ
Missed Pickup
DRQ is used for what type of Express Pickup?
Remote Pickup
Missed Pickup
What is the first step in determining a missed pickup after gathering the pickup number and pickup address?
View proof of pickup information
Click the "Missed PU" button
Create a case
Call dispatch
What tab on the pickup window will determine when an Express package will be delivered?
Schedule
Payment/Supplies/Commitment
Rates
POP
I can only use the "Continuous Entry" option with what 2 pickup types?
CPU/PRP
CIB/PRP
Call Tag/Damaged Call Tag
CIB/Call Tag
What button would you choose to request a "temporary stop" of an Express Regular pickup?
Cancel SI
Suspend SI
Delete SI
Add SI
If a customer's ground return label says "PRP", I am going to ask for.......
The account number
The numbers above the barcode in parenthesis
The middle set of numbers underneath the large barcode
Tracking number
If you are updating the business hours on a CPU pickup, where should you document this?
Notes to contractor field
Ready/Close Fields
Workbench
Notate the customer's account
What option does a Ground shipper have when scheduling a pickup and their account is in "Cash Only" status?
Pay at the time of pickup
Use a billable stamp
Bill the recipient's account
None
If a customer's Ground return label says "Return" I am going to ask for........
The middle set of numbers underneath the large barcode
The numbers above the barcode
The account number
Tracking number
How would a shipper schedule a ground pickup if they do not have an account number?
Pay for it at the time of pickup
Use an airbill
Use the recipient's account number
Take it to a FedEx facility and pay by cash, check or money order
