WorksheetsKNOWLEDGE TEST
Total questions: 11
Worksheet time: 6mins
Third party with a ground pkg calling to report that the pkg was missdelivered and he want us to pick it up. What do we do?
Schedule a pick up and received in error case
Call tag
Package received in error case
Schedule a pick up and RTS case
There is a recipient with an express pkg calling to refuse it because the order was supposed to be canceled but it was already delivered. what do we do?
Advise the recpt to contact the shipper to schedule an express tag
Advise the recpt to leave the package in a fedex location
Create the pick up and delivery issue case
Create a pick up and RTS case
There is a third party calling to report a ground pkg that was delivered to the correct address but the person who is supposed to get the pkg no loger lives there. We should:
Create a received in error case
Schedule a pick up and received in error case
Schedule a refused call tag and RTS
Call tag
There is a third party calling to report an express package that was missdelivered to their house. what do we do?
Schedule the pick up and received in error case
Advise the third party to leave the package in the mailbox
Create a received in error case
Schedule a pick up and call the station to confirm
There is a customer calling to file a complaint. The customer placed instructions through FDM in the morning and the instructions were not followed. Can we proceed?
Yes
No
There is a recipient with an express pkg calling to refuse it because the order was supposed to be canceled but it was already delivered. what do we do?
Advise the recpt to contact the shipper to schedule an express tag
Advise the recpt to leave the package in a fedex location
Create the pick up and delivery issue case
Create a pick up and RTS case
There is a package that was delivered 3 days algo and the customer never received. What do we do?
Advise the recpt to contact the shipper to start LPP
Advise the recpt that we Will offer a refund
Create DD case
Create DI
There is a pkg with an incorrect address scan and the recpt is calling to change 1 number in the zipcode. What do we do?
Advise the recpt that they need to change it online
Create then ACR case and change the zipcode
Advise the recpt to contact the shipper
Advise the recpt that the options is not available for this service
The shipper is calling to upgrade an express pkg to a faster service and the pkg is in the origin station. What do we do?
Advise the shipper that the option is only allowed when the label is being created
Advise the shipper that the pkg needs to be in the Main hub to change it
Create service change case
Sendo a general messsge without trk# including the account#
There is an SP pkg with 3 attempts and a postcard. Can we send the customer to pick up the pkg?
Yes
No
The recpt is calling for a pkg sent to overgoods because the pkg was reported empty. What do we do?
Advise the recpt to call our security departament
Transfer the shipper to overgoods department
Advise the customer to contact the shipper
Create RTS case
