WorksheetsBI WEEKLY May 2022 Edition 1
Total questions: 10
Worksheet time: 5mins
For OB Booking Call, Account number verification is required.
TRUE
FALSE
For Track & Trace Verification, which of the following information can be asked to ensure the caller has passed the verification process?
Shipper / Consignee Address
Shipper / Consignee Company Name
Shipment details (e.g. shipment content, weight, etc)
Email Address
Generating sales lead is not required for Walk-In customer.
TRUE
FALSE
Which of the following falls under Helpful Element?
Expressed apology and regret
Acknowledged the request/query/concern
Demonstrated pleasant, friendly and professional tone
Information provided to customer on DHL products, services and processes were all correct.
Which of the following is the correct hold process?
CSA is not supposed to place customer on hold for more than 1 minute without setting expectation. If the CSA will require more time, unhold & check if the customer is okay to hold for another minute or two.
CSA may place customer on hold for more than 1 minute without prior agreement. If the CSA will require more time, offer callback once done further checking.
Choose the correct method to educate customer on self-serve in MyDHL+
CSA should support to arrange the pick up 1st and further explain to the customer that they are able to do so by themselves via MyDHL+.
CSA should reject the customer and further explain to the customer that they are able to do so by themselves via MyDHL+
Choose the correct statement.
Good day, DHL E! My name is Rose, how may I assist you?... Sure, may I place you on hold for 1-2 minutes?
Good day, DHL E! My name is Rose, how may I delight you?... Certainly, kindly hold the line for 1-2 minutes while I get this checked.
Good day, DHL E! My name is Rose, how may I delight you?... I see, may I place you on hold for 1-2 minutes while I check on this?
Good day, DHL E! My name is Rose, how may I delight you?... I understand. Would you mind holding on the line for a while I check on this for you?
Select the correct information based on latest HWO & OVS alert.
Weight limit – maximum 300 kg per piece and maximum 1,000 kg per shipment
Piece Dimension limit – Length = 300 cm, Width = 200 cm (interchangeable) and Height = 180 cm
Weight limit – maximum 1000 kg per piece and maximum 3,000 kg per shipment
Piece Dimension limit – Length = 300 cm, Width = 180cm (interchangeable) and Height = 200 cm
Which of the following is TRUE?
CSA required to add MCT email address (MY_CS_DHLCare@dhl.com) in "To" list when sending quotation email to Customer.
No commercial invoice is required for shipments from Peninsular to LGK.
FL CSA must register a Service Request in GEMA for customer care team to follow through and update customer if information in GSD is insufficient.
DHL eCommerce Business Hours on Weekdays is 8am to 8pm.
Choose the correct statement for WMX shipments.
Check if the account provided is authorized to ship dry ice and/or biological substance from the AAS system (Account Approval System.)
If customer account is approved, pass to KAD to take the booking.
DHL will supply dry ice if customer ask us to supply dry ice to them.
For customers without AAS approved account, to follow the DGP process.
