Risky
After a package has been at an Access Point for 7 calendar days, what type of scan is generated?
A. DELIV TO AP
B. NI1 ALT DEL
C. PKG AGING AWAITS PU
C. PKG AGING AWAITS PU
True or False.
It is best practice to provide correct information to the customer, even if it takes longer.
True
What actions does the HEART acronym promote?
Helpful, Engaged, Authentic, Responsive, Transparent
Select all that could be a Shipment Identifier.
A. Tracking number
B. Delivery Notice number
C. Claim number
A, B and C
Which of the following are benefits of enrolling in UPS My Choice? Select all that apply.
A. Use Google, Facebook, Amazon, or Apple ID to enroll
B. Receive unsolicited notifications from third parties
C. Set delivery preferences that are displayed to the driver
D. Receive discounted rates after signing up
A and C
Select all statements that describe the UPS Access Point.
A. A network of local businesses that provide UPS customers additional options.
B. UAPs provide full-service shipping and logistics services.
C. Customers may pickup or drop off packages at UAPs.
A and C
What are Assistance Required Cases?
A. These are cases that we support for white glove and VIP clients only.
B. These are cases we handle during weekends and holidays that require overtime pay.
C. These are urgent cases that are specific to Alaska and Hawaii and other US territories outside the mainland US.
D. They are cases created when an agent requires assistance from another department to resolve the customer's inquiry.
D. They are cases created when an agent requires assistance from another department to resolve the customer's inquiry.
Select all the ways you can help reassure the customer you are committed to resolving their issue.
A. Focus on what you can do to help
B. Ask questions to clarify understanding.
C. Be prepared with a scripted answer.
A and B
True or False.
The words you speak are generally more important than your tone.
False
Select all the components that are built into the Customer Engagement Center (CEC).
A. News & Service Briefings
B. Case Handling
C. Knowledge Base
D. Internal Visibility Portal (IVP)
A, B, C and D
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, C, D and E.
Select all the components in the "I Want To…" section of CEC.
A. 2nd Request
B. Set details and preferences
C. Close the case
D. Escalate the case
E. Schedule a pickup
F. Void a case
A, B, C, D, E and F
Select all the DCRs that have a charge associated with them.
A. Deliver to Another Address
B. Redeliver to My Address
C. Deliver on Another Day
D. Hold for Pickup at a UPS Access Point
A, C and D.
When a sender requires a signature, how many business days will it be held?
A. 2 business days
B. 3 business days
C. 4 business days
D. 5 business days
D. 5 business days
A customer contacts you regarding unrecognized or fraudulent charges on their payment card.
A. Create an AR case.
B. Connect to Billing.
C. Connect to PCA.
B. Connect to Billing.
Which UPS services are eligible for a Guaranteed Service Refund? Select all that apply.
A. UPS 2nd Day Air AM
B. Ground - Return Services
C. UPS Next Day Air Early
D. UPS Next Day Air Saver
E. UPS Next Day Air
A,C,D and E
Why might a GSR be denied? Select all that apply.
A. The package was delivered within the scheduled delivery commitment time.
B. A refund has already been requested for this package.
C. The scheduled delivery date was more than 15 calendar days ago.
D. The shipper or the payer has a contract prohibiting GSRs for that service level.
A,B,C, and D
Select all the claim statuses.
A. claim issued
B. void
C. documentation received
D. finalized
E. paid
A,B,C, and E
A recipient is going to try and file their claim on UPS.com. What information will they need to enter?
A. role (shipper or recipient)
B. description of the problem
C. date of birth
D. tracking number
A,B, and D
What type of initial checks should you conduct before assuming a package is lost?
A. Determine type of service (ground, air, etc.)
B. Determine role (shipper or recipient)
C. Determine investigative need
B and C
What is the average Time in Transit (TnT) for a domestic Mail Innovations shipment?
A. 1-3 days
B. 3-7 days
C. 7-10 days
B. 3-7 days
What numbers are at the beginning of a USPS tracking number?
A. 1Z
B. 55
C. 92
C. 92
True or False
The IVP search functionality allows you to conduct tracking searches using the associated MI tracking number.
True
Which of the items would be considered Agricultural Commodities?
A. Hazardous materials
B. Vegetables
C. Cut flowers
D. Fruit
B,C and D
Delivery information is available in shipping systems and ups.com for how many days?
A. 30 days
B. 60 days
C. 90 days
D. 120 days
D. 120 days