Phone Calls
What is the maximum duration for a Hold Mail request?
What is 30 days
What gets you an auto fail from QA?
What is Hanging up
Calling back
Obvious reason will also be accepted.
Which tab in GCSS stores exported cases?
What is Staging
What Postal Form is the CN18 equivalent to?
What is a 1572
Who is the Call Center Manager?
Who is Ron Henry
What does the Customer need to file or submit when moving?
What is:
COA
Change of Address
If you fail to give all the Local Post Office information(name, address, telephone number etc.), what category will you be marked down in?
What is Complete and Accurate
In what system do we correspond with the Foreign Postal Administrations?
What is GCSS
IPC
The CN24 is equivalent to what Postal form?
What is a PS Form 2856
A Kudo's letter comes from getting what?
What is a compliment from a customer
Where do we document Customers Complaints and Compliments?
What is ECC
Before closing a call that ended in a ECC you must provided the Customer with the.....?
Complete and Accurate/Educating the Customer:
What is Case Confirmation number
Where do we create an International Case?
What is eCRS
What is the redelivery notice form number?
What is a 3849
Maintaining your breaks and lunch scheduled keeps you in _____________?
What is Adherence
When using the Search/Browse function in Franklin, you have 4 options to search by....
Title
FID
Content and?
What is All
What procedure requires you to ask for permission with an explanation?
Connecting with the customer:
What is Hold Procedure
What does the acronym QUM stand for?
What is Quality Update Message
What form number is used to refund postage?
What is a 3533
or
PS Form 3533
List the 4 Operational Managers
Who is:
Beverly
John
Denise
Veretta
What is it called if a customer wants their package/packages picked up from their home or business?
What is Package Pick up
If a customer states their item was delivered, but does not have the package.
What information should you verify?
Discovery Skills:
What is Delivery address
Address
Asking the Foreign Postal Administration for information in GCSS/IPC is called a?
What is a Request
What form is used to request an international item to be RTS(due to Customs/taxes/duties)
What is a CN17
Who was the first Call Center Manager?
Who was Alias*