UPS TRAINING EXPECTED QUESTIONS WITH VERIFIED
ANSWERS
Question 1.
ECM
ANSWER
where your cases and profiles are located
Question 2.
IRIS
ANSWER
Internal Resources info system
Question 3.
Damage case matrix
ANSWER
When a service failure has occured and we need to send through ECM
Question 4.
5 or more damages reported you send a case using
ANSWER
Case template
Question 5.
eTT damage status 500 or more 1 business day has passed from damage report.
ANSWER
If a consignee is not contacted in 1 business day we send out an AWAITING CUSTOMER
CONTACT Template
,Question 6.
Damage package - no tracking number
ANSWER
use no tracking number case to damagr coordinator
Question 7.
You will get marked off for speaking to a customer and asking them...
ANSWER
information that's in your face and easily found by you
Question 8.
You must ask a customer their..
ANSWER
email
Question 9.
if the customer has a ups account number, you can add multiple profiles BUT you cannot touch the..
ANSWER
Address field. The new button will be greyed out
Question 10.
if there is no ups account number ahh
ANSWER
you cannot add multiple profiles
Question 11.
Any ECM Case
is always gonna have a severity of...
ANSWER
Concern
,Question 12.
IRIS multiple damages template, enter the value and contents press submit what happens?
ANSWER
Generates a template and details
Question 13.
Pay attention to customer commit time on the generated
ANSWER
IRIS page case template
Question 14.
A case can be edited as long as its..
ANSWER
still open NOT "in progress"
Question 15.
On the ECM case ,as long as you haven't filled the Case Summary you can press ____ to cancel the case.
ANSWER
esc
Question 16.
HIGH 5 Behaviors : SPEAK
ANSWER
i. S- Solutions Oriented
ii. P- Pleasant Tone
iii. E- Engage
iv. A- Acknowledgement
v. K-Knowledgeable
, Question 17.
Customers have ____ months to report a damaged package
ANSWER
9
Question 18.
Customers from ups can report both a...
ANSWER
damaged package, lost package
Question 19.
When dealing with customers upset about damage STEPS
ANSWER
i. 1- Show empathy/Apology
ii. 2- Confirm UPS is the carrier (tracking number)
iii. 3- Report damage in eTT or Have the customer create a claim
iv. 4- Review Actions & Commitments (What's happening next / what the customer wants to
happen. follow up)
Question 20.
2 most common issues with ups packaging
ANSWER
improper packaging and mishandling by UPS
Question 21.
Damage process
ANSWER
i. 1- package reported or discovered damaged
ii. 2- DEG or package center representative enters report. OR customer creates claims online
iii. 3- Investigation is conducted to determine UPS responsibility for damage.
iv. 4- Claim is issued when damage is approved, OR denied when damage is not approved.
ANSWERS
Question 1.
ECM
ANSWER
where your cases and profiles are located
Question 2.
IRIS
ANSWER
Internal Resources info system
Question 3.
Damage case matrix
ANSWER
When a service failure has occured and we need to send through ECM
Question 4.
5 or more damages reported you send a case using
ANSWER
Case template
Question 5.
eTT damage status 500 or more 1 business day has passed from damage report.
ANSWER
If a consignee is not contacted in 1 business day we send out an AWAITING CUSTOMER
CONTACT Template
,Question 6.
Damage package - no tracking number
ANSWER
use no tracking number case to damagr coordinator
Question 7.
You will get marked off for speaking to a customer and asking them...
ANSWER
information that's in your face and easily found by you
Question 8.
You must ask a customer their..
ANSWER
Question 9.
if the customer has a ups account number, you can add multiple profiles BUT you cannot touch the..
ANSWER
Address field. The new button will be greyed out
Question 10.
if there is no ups account number ahh
ANSWER
you cannot add multiple profiles
Question 11.
Any ECM Case
is always gonna have a severity of...
ANSWER
Concern
,Question 12.
IRIS multiple damages template, enter the value and contents press submit what happens?
ANSWER
Generates a template and details
Question 13.
Pay attention to customer commit time on the generated
ANSWER
IRIS page case template
Question 14.
A case can be edited as long as its..
ANSWER
still open NOT "in progress"
Question 15.
On the ECM case ,as long as you haven't filled the Case Summary you can press ____ to cancel the case.
ANSWER
esc
Question 16.
HIGH 5 Behaviors : SPEAK
ANSWER
i. S- Solutions Oriented
ii. P- Pleasant Tone
iii. E- Engage
iv. A- Acknowledgement
v. K-Knowledgeable
, Question 17.
Customers have ____ months to report a damaged package
ANSWER
9
Question 18.
Customers from ups can report both a...
ANSWER
damaged package, lost package
Question 19.
When dealing with customers upset about damage STEPS
ANSWER
i. 1- Show empathy/Apology
ii. 2- Confirm UPS is the carrier (tracking number)
iii. 3- Report damage in eTT or Have the customer create a claim
iv. 4- Review Actions & Commitments (What's happening next / what the customer wants to
happen. follow up)
Question 20.
2 most common issues with ups packaging
ANSWER
improper packaging and mishandling by UPS
Question 21.
Damage process
ANSWER
i. 1- package reported or discovered damaged
ii. 2- DEG or package center representative enters report. OR customer creates claims online
iii. 3- Investigation is conducted to determine UPS responsibility for damage.
iv. 4- Claim is issued when damage is approved, OR denied when damage is not approved.
