Test Your Knowledge - 2015 Q1
.
- 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
Questions: 31 | Attempts: 543 | Last updated: Jan 10, 2013
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