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WorksheetsCE GAME
Total questions: 16
Worksheet time: 8mins
What are the sections of the QA form?
Efficiency, Eclipse, Living PSP
Living PSP
All are correct
Efficient
After the customer mentions the issue on the website. What should we say?
Start the verification process
Ask probing questions
I'll be happy to assist you today
Immediately start with troubleshooting
What is the process to transfer to the Revenue department?
Cold Transfer
Warm transfer
When the customer says he/she has an issue on the website, which phraseology would you use?
I'm sorry for that but let me assist you
I'm sorry for the issue on the website, let me assist you
I'm so sorry for the issue
What would be the correct call flow at the end of the call?
My pleasure helping you today with your (request) and offer PCS
You are all set! and offer PCS
Thank you for calling. Have a nice day!
Which tool do we use to find the FBO, FSM or FRO admins?
eCIS
CTS
1source
FBST
When reseting a password how can we assist the customer?
Send them the email so they can reset it
Guide them through the Selftool for password reset
Transfer to PRG
Create a temporary password
If the customer is using the FedEx APP what should we do?
Warm transfer to full tech
Ask the caller to call back
Download the app to assist the customer
Warm transfer to CAFE
The S3 number is given...
At the middle of the call
At the end of the call
After the verification process
After resetting the password, what should we say to the customer?
We are done for today, thank you for calling FedEx
Is there something else I can assist you with?
Both are correct
What should we advise the customer before completing the verification process?
Nothing
In case the call gets disconnected
For Security/Verification purposes
Can all addresses be registered for FDM?
Just business addresses
Just residential addresses
Both are correct
What is the KB that includes the guidelines for escalation to Sr. Support?
18135
15840
10800
11078
What are the questions for the verification process when a customer has an account?
Acc# - Company's name and address - customer's name - ph# - primary contact
acc# - customer's name and ph#
Acc# - company's name and address - customer's name
Acc# - Main point of contact - customer's name - phone#
The main point of contact we ask in the verification process is?
The one listed on eCIS
Main point of contact regarding the call
We can get an Exceptional on Effective Listening when...
We use mute instead of hold
No interruptions or distractions and dear air below 30 secs
No interruptions or distractions and dead air below than 10 secs
