Ae Customer Service February Skills Verification
.
- 1.
What does OWS standards for in CSV
- A.
Online Web Solution
- B.
Overweight Surcharge
- C.
Owner Will Ship
- D.
Overweight Shipment
Correct Answer
B. Overweight SurchargeExplanation
OWS stands for Overweight Surcharge in CSV. This refers to an additional fee or charge that is applied when a shipment exceeds the maximum weight limit. The term "Overweight Surcharge" indicates that there is an extra cost associated with transporting goods that are overweight, which may require special handling or incur additional expenses for the carrier.Rate this question:
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- 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
Correct Answer
C. Customer details, pick up details and shipment detailsExplanation
Before making any changes to the booking or quote, we need to confirm the customer details, pick up details, and shipment details. This information is essential to ensure that the changes are accurately made and that the correct booking or quote is updated. Customer details include personal information and contact details, pick up details include the location and time for the pickup, and shipment details include the specifics of the goods being transported. By confirming these details, we can ensure that the changes are made correctly and that the customer's needs are met.Rate this question:
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- 3.
Which DHL Express behavior is critical when placing a supply order?
- A.
Right 1st Time
- B.
Speed
- C.
Can do
- D.
Passion
Correct Answer
A. Right 1st TimeExplanation
When placing a supply order, it is critical to ensure that it is done correctly the first time. This means that the order should be accurate, complete, and free from any errors or mistakes. By getting it right the first time, it saves time, resources, and avoids any delays or disruptions in the supply chain. It also reflects professionalism and efficiency in handling orders, which is crucial for maintaining customer satisfaction and trust.Rate this question:
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- 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
Correct Answer
B. Reduce unauthorized booking requestExplanation
A customer might require an access code or PIN for their account in order to reduce unauthorized booking requests. This additional layer of security helps to ensure that only authorized individuals are able to make bookings, reducing the risk of fraudulent activity. By requiring an access code or PIN, the customer's account is better protected, providing peace of mind for both the customer and the company.Rate this question:
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- 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
Correct Answer
B. Check the Global Remote Booking Request form for missing mandatory informationExplanation
The home country CSA must check the Global Remote Booking Request form for missing mandatory information before accepting a Remote Booking Request. This ensures that all necessary information is provided by the customer, which is essential for processing the request accurately and efficiently. By checking for missing mandatory information, the CSA can avoid any delays or errors in the booking process and ensure a smooth transaction for the customer.Rate this question:
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- 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
Correct Answer
A. Collecting country doesn't need to call the shipper to arrange for collectionExplanation
Blind booking refers to a situation where the collecting country does not need to contact the shipper in order to arrange for collection. This means that the courier can proceed with the collection without any prior communication or coordination with the shipper. This method is often used when the shipper's information is not readily available or when the collection needs to be made from an unknown location. It allows for a more streamlined and efficient collection process.Rate this question:
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- 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
Correct Answer
C. International Pick upExplanation
Remote Booking refers to the process of booking a service or making a reservation from a location that is far away or distant. In this context, "International Pick up" can be considered as a suitable term to describe remote booking because it implies that the pick-up service is being arranged from an international location, indicating that it is not a local or nearby booking.Rate this question:
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- 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
Correct Answer
A. Asking questions and listening to the clues?Explanation
As a CSA, one can meet customer's needs by asking questions and listening to the clues. By asking questions, the CSA can gather information about the customer's requirements and preferences. Listening to the clues provided by the customer helps the CSA understand their specific needs and tailor their assistance accordingly. This approach allows the CSA to provide personalized and effective solutions that meet the customer's expectations and ensure their satisfaction.Rate this question:
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- 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
Correct Answer
C. Search for any string of charactersExplanation
Using a "wildcard" in GEMA, which is denoted by putting an asterisk before and after a character, allows you to search for any string of characters. This means that you can search for any sequence of characters, regardless of their position or length, as long as they match the specified pattern.Rate this question:
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- 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
Correct Answer
D. The standards agreed for tracing a shipmentExplanation
The correct answer is "The standards agreed for tracing a shipment". The Global NTP (Network Trace Procedure) of DHL refers to the standards that must be followed when tracing a shipment. This procedure ensures that there is a consistent and reliable method in place for tracking and locating packages during their transportation process. It helps to streamline the tracking process and ensures that all shipments are accurately traced according to the agreed-upon standards.Rate this question:
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- 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
Correct Answer
C. The call that is made to a customer to update them of the progressExplanation
A callback refers to a call that is made to a customer to provide them with an update on the progress of a certain situation or issue. It is a way of keeping the customer informed and ensuring that they are aware of any developments or changes. This type of call is typically initiated by the company or organization to maintain good customer service and communication.Rate this question:
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- 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
Correct Answer
D. End of month in which customers were quotedExplanation
The correct answer is "End of month in which customers were quoted." This means that the price quotes provided to customers are valid until the end of the month in which they were given. After the end of the month, the prices may change or expire.Rate this question:
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- 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%
Correct Answer
D. 90%Explanation
The correct answer is 90%. In the context of CS KPIs (Customer Service Key Performance Indicators), it is expected that a high percentage of calls should be answered within a specific time frame, such as 10 seconds. A 90% target indicates a high level of efficiency and responsiveness in addressing customer inquiries or issues. This means that the majority of calls are answered promptly, contributing to a positive customer experience and satisfaction.Rate this question:
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- 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
Correct Answer
B. 20,000 AEDExplanation
The revenue threshold for a Customer to be nominated and supported under Key Account Desk Support in AE is 20,000 AED.Rate this question:
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- 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?
Correct Answer
D. All but approval level varies depending on department and role?Explanation
In customer service, all individuals have the empowerment to approve service recoveries and special runs. However, the approval level (amount) varies depending on the department and role of each individual.Rate this question:
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