Test Your Knowledge - 2015 Q1

21 Questions | Total Attempts: 117

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Test Your Knowledge - 2015 Q1

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Questions and Answers
  • 1. 
    Customer Service Advisor should not put a customer on hold for more than :
    • A. 

      1 minute

    • B. 

      3 minutes

    • C. 

      30 seconds

  • 2. 
    What does DHL stands for : 
    • A. 

      Donald , Harry and Lincoln

    • B. 

      Dynamic , Head and Loading

    • C. 

      Dalsey, Hillblom and Lynn

  • 3. 
    DHL founded in which year :
    • A. 

      1969

    • B. 

      1977

    • C. 

      1980

  • 4. 
    What are the elements that make up our FOCUS strategy : 
    • A. 

      Speed , Passion , Can do , Right First Time.

    • B. 

      Motivated People, Great Service Quality, Loyal Customers, Profitable Network.

    • C. 

      Employer Of Choice , Provider Of Choice , Investor Of Choice.

    • D. 

      Option 4

  • 5. 
    Our promise to our Customer is : Excellence. Simply Delivered.
    • A. 

      True

    • B. 

      False

  • 6. 
    Customer Service Advisor should not put a customer on hold for more than :
    • A. 

      1 minute

    • B. 

      3 minutes

    • C. 

      30 seconds

  • 7. 
    Two of our Global Performance Targets : 
    • A. 

      Trace resolution Rate : resolve 70% of traces within 3 days & Grade of Service : answer 90% of calls within 10 secs.

    • B. 

      On time customer Call back : 90% & Call Quality Score : 90%.

    • C. 

      On time Network Response : 75% & Trace request quality score : 90%.

  • 8. 
    What does GEMA Stands for : 
    • A. 

      Global Event Management Access.

    • B. 

      Global Event Management Application.

    • C. 

      General Emergency Management Application.

  • 9. 
    What does NPTS Stands for :
    • A. 

      Network Proactive Tracking System.

    • B. 

      Network Process Tracing System.

    • C. 

      Network Proactive Tracing System.

  • 10. 
    Claim Means :
    • A. 

      A statement of dissatisfaction by a Customer or third party about services without legal base.

    • B. 

      A statement that a situation is unsatisfactory or unacceptable .

    • C. 

      A statement of Customer dissatisfaction that has a legal obligation as well as a financial impact.

  • 11. 
    ACR Means : 
    • A. 

      Abandoned Call Rate.

    • B. 

      Average Call Rate.

    • C. 

      After Call Rate.

  • 12. 
    A Piece ID generally starts with JD and how many digits :
    • A. 

      14

    • B. 

      16

    • C. 

      18

  • 13. 
    The 3 categories of checkpoints are : 
    • A. 

      Service Incidents, Service Updates, Network Completion.

    • B. 

      Service Incidents, Network Progress, Network Completion.

    • C. 

      Service Progress, Service Updates, Network Completion

  • 14. 
    RD checkpoint means ( Rescheduled Delivery) .
    • A. 

      True

    • B. 

      False

  • 15. 
    First Time Resolution is a type of Request . 
    • A. 

      True

    • B. 

      False

  • 16. 
    DDP means  :
    • A. 

      Delivered Duty Paid.

    • B. 

      Documents Delivery Paid.

    • C. 

      Dimension Delivery Paid .

  • 17. 
    Callbacks are very important in delivering excellent Customer Service – what is the GEMA standard time for the initial Callback?
    • A. 

      2 Hours 


    • B. 

      4 Hours

    • C. 

      No Standard

  • 18. 
    QAR means Quick Action Request :
    • A. 

      True

    • B. 

      False

  • 19. 
    Where can we find information on the importation of goods :
    • A. 

      ISL

    • B. 

      ISD

    • C. 

      FSC

  • 20. 
    OWS Means ( Out With Service area ) :
    • A. 

      True

    • B. 

      False

  • 21. 
    The DHL Capability Tool enables us to Calculate international transit times and make a booking.
    • A. 

      True

    • B. 

      False

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