A
True or False: The words you speak are generally more important than your tone.
False. Your tone is generally more important than your words.
Select all the components of the Utility Bar in CEC.
a. Omni-Channel
b. History
c. UPS.com
d. My Open Cases
e. Notes
A,B,D,E
What are the 5 basic types of Delivery Change Requests (DCRs)?
There are 5 basic types of DCRs including: Deliver on Another Day, Return to Shipper, Hold for Pickup at a UPS Access Point, Redeliver to My Address, and Deliver to Another Address.
When a sender requires a signature, how many business days will it be held?
When a sender requires a signature, it will be held for 5 business days.
True or False. It is best practice to provide correct information to the customer, even if it takes longer.
True. Be mindful of the internal business pressures that can affect your performance. It is best to provide correct information to the customer, even if it takes longer.
What are all the claim statuses?
The following are all possible claim statuses:
• Claim Issued
• Damage Packaging Comments Noted
• Documentation Received
• Incomplete Documentation Received
• Paid
• Payment Pending
• Void
• Autopay Payment Document Missing
Select all of the information you can share with a customer that they can see on UPS.com.
A. Date the package was delivered
B. Time the package was delivered
C. City and state where the package was delivered
E. Where the package was left or who received the package
You can share the following information with a customer found on IVP, that can also be found on UPS.com:
• Date the package was delivered
• Time the package was delivered
• City and state where the package was delivered
• Where the package was left or who received the package
Which of the items would be considered Agricultural Commodities?
A. Hazardous materials
B. Vegetables
C. Cut flowers
D. Fruit
Fruit, cut flowers, and vegetables are all considered Agricultural Commodities.
Delivery information is available in shipping systems and ups.com for how many days?
Tracking information for PODs is available online for 120 days. See Knowledge Article: Sending Proof of Delivery (US/PR)
What tracking status is displayed when the shipment is in the UPS network, but there was an unexpected error that may result in a change in the scheduled delivery date?
The Exception tracking status is displayed when the shipment is in the UPS network, but there was an unexpected error that may result in a change in the scheduled delivery date.
Provide the steps involved in an Announced Connection.
In an Announced Connection, the agent will: gather relevant details, set customer expectations, connect the call, and relay details.
True or False. Customers can use My Choice to keep packages from being delivered to an Access Point location.
True. Customers can choose their preferred Access Point for all deliveries. If they don't want to use an Access Point, they can set up notifications to know when a package is coming, so arrangements can be made if they're not available to receive it.
A customer calls and states they lost their account number. What actions can you take? Select all that apply.
A. Help them locate their account number on an invoice or in a shipping system.
B. Verify the company name.
C. Verify the company's zip code.
D. Direct them to the person in their company who handles shipping or accounts payable.
E. Advise they may ship as a guest on ups.com
A,D,E
When a customer says they have lost their account number:
• Help them locate their account number on an invoice or in a shipping system.
• Advise they may ship as a guest on ups.com.
• Direct them to the person in their company who handles shipping or accounts payable.
Sarah is the recipient, expecting a package. A driver releases a package, which she cannot find. Select all of the action items the agent should complete.
A. Refer the caller to the sender
B. Verify the delivery address
C. Check the status for the Driver Release location.
D. Determine the caller's local time.
E. Check eligibility.
Follow these guidelines when IVP shows a package has been driver released to the correct address, but the customer is claiming they cannot find it: refer the caller to the sender, verify the address, check the status for the Driver Release location, and determine the caller's local time.
A customer would like to modify an existing pickup request. What is the first thing you should do?
When a customer wants to modify an existing pickup, you should select View Pickup History from the "I Want To…" drop down menu.
A customer requests direct contact to resolve the FRAUDHOLD-US status. What should you do?
A. Send an urgent AR case
B. Connect to PCA
C. Direct the customer to ups.com/fraudprotection and close the contact case
When a customer requests direct contact to resolve the FRAUDHOLD-US status you should direct them to ups.com/fraudprotection and close the contact case.
Which UPS services are eligible for a Guaranteed Service Refund?
UPS services that qualify for a GSR include:
• UPS 2nd Day Air AM
• UPS Next Day Air Early
• UPS Next Day Air Saver
• UPS Next Day Air
“I think I understand the issue now. First, you just need…” This statement would be an example of which best practice?
A. Advocate for the customer
B. Consider customer benefits
C. Summarize the problem
C. “I think I understand the issue now. First, you just need…” is an example of summarizing the problem.
What is the delivery commitment on UPS Express Critical service?
A. Overnight by 8:00 a.m.
B. Typically same-day
C. Overnight by 10:30 a.m., noon, or end of day
D. Overnight by 3:00 p.m.
UPS Express Critical typically delivers the same-day with expedited services (24/7/365).
If a customer has more than 3 POD requests, what should you do?
If a customer has more than 3 POD requests, they should email the tracking numbers using the Email UPS option under Contact Us on ups.com.
What is the average Time in Transit (TnT) for a domestic Mail Innovations shipment?
The average Time in Transit (TnT) for a domestic Mail Innovations shipment is 3-7 days.
What are the 3 possible outcomes when Tenfold searches CEC for an existing contact that matches the caller's phone number?
A. No Match Found
B. Fraud Alert
C. Multiple Contacts Found
E. One Contact Found
Possible outcomes when Tenfold searches CEC for an existing contact that matches the caller's phone number include: No Match Found, One Contact Found, or Multiple Contacts Found.
What actions does the HEART acronym promote?
The HEART acronym will help you to remember our strategy for great customer service. It stands for being Helpful, Engaged, Authentic, Responsive, and Transparent.
What are the recommended steps for handling a lost package concern?
A. Check IVP tracking
B. Check Customer Contact
C. Check for Delivery Photo
D. Check My Choice membership
E. Check eligibility
The steps for handling a lost package concern include checking IVP, customer contact, delivery photo, and eligibility.
What numbers are at the beginning of a USPS tracking number?
USPS tracking numbers will begin with a 92.