To Queue or not to Queue
Claim Jumper
In Ground We Trust
My Body Guard
Sherlock to the Rescue
100
Schedule a pickup from competitor, New Case/Delivery/Package Research/Delivery Issue
What steps would you take to document that an express package was dropped off in a UPS drop box?
100
How long does a customer have to inform us of damage to their package in order to file a claim?
60 days
100
A customer calls to refuse a Ground package that was left at their front door. How would you document this if the package had not been opened?
New Case/Delivery/Ground Follow Up/Package Refused
100
How long does a customer have to request their money back for a service failure?
15 calendar days
100
List 3 criteria that must be met before creating a Package Research case for Ground?
Must be at least 1 day past the commitment, have no POD, have scan activity within the last 10 days, have no incorrect, postcard or address search scan.
200
When would you create a CER to ESG?
When a customer wants to speak to a VP or above and the Corporate Executive Department is closed.
200
What procedure would be done to document a claim for an Express package that had a Declared Value of $1050?
New Case/Claims, fax a claim form and advise that has to be sent back along with proof of value documentation. Also advise the caller that the claims department will contact them to set up an onsite inspection of the package therefore must keep all packaging and items.
200
A caller states that the Ground driver ran over their flower bed and it cost them $700 in repairs. How would you document this?
New Case/Compliments-Complaints/Contractor/Property Damage
200
Via what channels can a customer request their money back?
fedex.com, IVR and with a Revenue Services agent
200
If a customer is unhappy with the resolution on their Ground package Research-Delivery Issue case what would you do? (Case closed already)
New Case/Delivery/Package Research/2nd Delivery Issue Case.
300
When should you create a CER to VAC?
When a customer wants to report a damage for express and the Vehicle Accident Claims department is closed.
300
How can we tell that a Damage Package Report exists on a Ground package and how can we request a copy of that report be sent to the customer?
Damage Package will appear in yellow on the tracking screen. To request a copy of the report Gnd Msg button Fax DPR tab.
300
How would you document that a Ground package was left in a USPS drop box?
New Case/Delivery/General Message-Other
300
If a customer is requesting money back and they shipped their package through Postal Annex (FASC), what would you advise the caller?
Advise the caller to contact the FASC for credit.
300
List 3 examples on when you would open an Express Package Research-Delivery Issue case.
Switched airbills, FedEx caused missort, Package with competitor.
400
How would you document a letter of explanation and what department handles it?
New Case/Delivery/Information Request/Letter of Explanation. Customer Relations department handles the request.
400
How would you handle a caller that states that the Express driver ran over her mailbox and the value of the repair is $200?
Create a CER Queue to IRQ (Minor Property Damage)
400
How would you document the fact that a Ground customer received their package but it was missing an item in it?
Schedule a Damage Call Tag
400
When does an Express package qualify for money back guarantee?
When a package is 60 seconds or more past the delivery commitment due to FedEx error/delay.
400
List the steps to document an Express misdelivered package.
Schedule a Pcikup, New Case/Delivery/Package Research/Package Received in Error.
500
Where would you Queue to a situation when large amount of packages were damaged or destroyed?
SRT
500
How long does it regularly takes for a Claim to be resolved once all paperwork has been received>
5 - 7 business days
500
How would you document if a Ground driver damaged the customer's garage door? ($650 in repairs)
New Case/ Compliments-Complaints/Contractor/Property Damage
500
Would tracking number 591109375120 qualify for a MBG?
No, package was delivered before commitment.
500
What are the call back expectations for a Disputes delivery case? (Express and Ground, already with the January load update)
Express: if created before 2 PM - 2 hrs., after 2 PM next business day. Ground: if created before 7 PM - 2hrs., after 7 PM next business day.
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