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WorksheetsQuiz #2 - Deliveries, Task & Guidelines
Total questions: 16
Worksheet time: 1hrs 16mins
Where would you go if the customer requests to update their deliveries moving forward (PRODUCT, QUANTITY ETC)?
Delivery Profile
Tasks
Schedule Service
Service Details
When would you submit a Frequency Change Task? (Select all that apply)
Missed Deliveries
Leaking Cooler
When changing the day of the week in which deliveries are made
Going from E2W to E4W or vice versa
On H2Know what tab would you click on to find information about: Collections, Delivery Fees and Delivery Models?
On-Call Tools
Trackers
Topics
Teams
What methods can we use to search for a customer’s account? (Select all that apply)
Social Security Number
Account Number
Phone Number
Service Address
When would you submit a Service Escalation Task?
Bottle Leaks
Cooler complaints
On all service failures
What is an example of needing to submit a Customer Complaint Task?
Missed Deliveries
Complaints about PPEP (product, packaging, equipment, property damage)
Changing the customer’s delivery frequency
Select all hold types
Every Delivery
Range
Indefinite
One Day
Select all Delivery Frequency Options
Every 2 Weeks
Every Week
Every 6 Weeks
Every 4 Weeks
The hierarchy to follow the commitment Guidelines are: Commitment Guideline > Branch note > Lead Time
True
False
What needs to be included in your Account Notes? (Select all that apply)
LOC (Location Number)
Summary of Actions Taken
The Account Phone Number
POC (Point of Contact)
When do we need to leave a service note? (Select all that apply)
Updating Delivery Profile
Anytime we enter an account
When Creating a Customer Complaint Task
Updating a Future specific Delivery
If it’s a service failure, what actions will you complete on the call? (Select all that apply)
Place a hold on the account
Submit a Service Escalation Task
Submit a Service Note
SSchedule the customer for the next available day
If the customer needs a pickup of empty bottles, what is the first option you can offer for scheduling the pickup?
Next Available day on the calendar
None of above
Next Business Day
Can you call an RSR?
True
False
What are 3 things to remember when handling property damage customer complaints? (Select all that apply)
Never ask if there was property damage
Never take responsibility
Customer must leave back door open for RSR
Customer Care Unit (CCU) will contact customer within 3 business days
The customer called to change their delivery profile. What communication guidelines should you complete? (Select all that apply)
Service Note
Delivery Instruction
Email to the Branch
Text to the RSR
