Ae Customer Service February Skills Verification

15 Questions | Total Attempts: 387

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Ae Customer Service February Skills Verification

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Questions and Answers
  • 1. 
    What does OWS standards for in CSV
    • A. 

      Online Web Solution

    • B. 

      Overweight Surcharge

    • C. 

      Owner Will Ship

    • D. 

      Overweight Shipment

  • 2. 
    What do we need to confirm before we can make any changes to the booking of quote?
    • A. 

      Customer details and pick up details

    • B. 

      Customer details, pick up details and customer history

    • C. 

      Customer details, pick up details and shipment details

    • D. 

      Customer details, shipment details and customer history

  • 3. 
    Which DHL Express behavior is critical when placing a supply order?
    • A. 

      Right 1st Time

    • B. 

      Speed

    • C. 

      Can do

    • D. 

      Passion

  • 4. 
    Why might a Customer require and access code or PIN for their account?
    • A. 

      To make process more complicated

    • B. 

      Reduce unauthorized booking request

    • C. 

      Ease of Billing

    • D. 

      Ensure pick up of their booking request is prioritized

  • 5. 
    Before a Remote Booking Request is accepted, what must the home country CSA do?
    • A. 

      Fully explain the additional cost of processing Remote Bookings to the Customer

    • B. 

      Check the Global Remote Booking Request form for missing mandatory information

    • C. 

      Call the collecting country and check that they can full fill the request

    • D. 

      Check customer's history with DHL and decide

  • 6. 
    What is Blind Booking?
    • A. 

      Collecting country doesn't need to call the shipper to arrange for collection

    • B. 

      Courier does not know what to collect

    • C. 

      Collection from an unknown location

    • D. 

      Pick up from a regular customer where nothing needs to be checked

  • 7. 
    Remote Booking are sometimes referred to as?
    • A. 

      Special Pick up

    • B. 

      Priority Pick up

    • C. 

      International Pick up

    • D. 

      Pick up from Remote Areas

  • 8. 
    As a CSA, you can meet customer's needs by?
    • A. 

      Asking questions and listening to the clues?

    • B. 

      Asking questions and telling customers what they need?

    • C. 

      Giving customers discount when they book

    • D. 

      Giving customers assurance and guarantee of our service

  • 9. 
    In GEMA, using a "wildcard" (meaning putting asterisk before and after a character) allows you to?
    • A. 

      Apply the same input to multiple customer records

    • B. 

      Search for any date

    • C. 

      Search for any string of characters

    • D. 

      Search for shipment way bill image

  • 10. 
    DHL has a Global NTP (Network Trace Procedure) - what does this relates to
    • A. 

      The standards that must be followed when tracking a shipment

    • B. 

      The standards set for global communications procedure

    • C. 

      The guidelines in doing remote booking

    • D. 

      The standards agreed for tracing a shipment

  • 11. 
    What is Callback?
    • A. 

      A call from a customer that has further details to give you

    • B. 

      A call from courier confirming that a shipment has been delivered

    • C. 

      The call that is made to a customer to update them of the progress

    • D. 

      A call from your supervisor to update you of the progress of your escalation

  • 12. 
    Price quotes are valid for?
    • A. 

      A week

    • B. 

      30 days in which customers were quoted

    • C. 

      3 days in which customers were quoted

    • D. 

      End of month in which customers were quoted

  • 13. 
    On CS KPI's, how many percent of the calls should be answered in 10 seconds?
    • A. 

      75%

    • B. 

      80%

    • C. 

      85%

    • D. 

      90%

  • 14. 
    In AE, what is the revenue threshold for a Customer to be nominated and supported under Key Account Desk Support?
    • A. 

      15,000 AED

    • B. 

      20,000 AED

    • C. 

      25,000 AED

    • D. 

      30,000 AED

  • 15. 
    Who in Customer Service have the empowerment to approve service recoveries and special runs?
    • A. 

      Advisors but approval level (amount) varies depending on department and role?

    • B. 

      Supervisors but approval level (amount) varies depending on department?

    • C. 

      Managers but approval level (amount) varies depending on department?

    • D. 

      All but approval level varies depending on department and role?

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