Customer Service Phone Etiquette and Reception Work Question Title * 1. What is your name? (First, Last) Question Title * 2. What is your location? Winnipeg, MB Regina, SK Saskatoon, SK Itasca, IL Kent, WA Vaughan, ON Other Question Title * 3. What is your role/job title/department? Question Title * 4. Scenario #1: Caller wants a freight quote and does not want to send an email: You advise the caller to contact our sales team and hang up You transfer the call directly to Chris Borecky Ask them where is this getting picked up, he said Winkler, so transfer to Dispatch Email Sales Team his phone number and information and ask sales to call him back Question Title * 5. Scenario #2: Caller says "I need to speak to dispatch on a post for a pick-up in Illinois?" "Hold one moment, I'll transfer you to Dispatch" then Transfer to dispatch "A posting for Load Links? Hold one moment" then Transfer to 193 "Are you checking your PARS?" "What's your PARS number?" "I'm Sorry, you called the wrong number, we don't handle pick-ups in USA." then hang up Question Title * 6. Scenario #3: Caller asks: "May I speak to the owner of the business?" "No, unfortunately he's unavailable, can I take a message?" Transfer to Michael Butterfield Transfer to Manager and advise "I think this is a suspicious call" d)"May I ask what this call is concerning about?" A and D Question Title * 7. Scenario #4 a) Caller says: "I'd like to schedule a pick up.... in Brandon" "Confirming, is this a Pick up in MB and delivery in MB?" "Yes," Transfer to Dispatch "Sorry you called the wrong number, call 204-334-0525" and hang up Transfer to Patrick, because he is 2IC "Confirming this is for MB pick up?" "Yes" Transfer to Tony, Apple Express Question Title * 8. Scenario #5: You receive a call where the caller is very disgruntled, doesn't listen to your prompt and attacks you verbally: You hang up immediately, you can’t tolerate that abuse You warn the caller once, and if the caller continues to assault you, you terminate the call Immediately transfer to a Manager You verbally assault them back, "dog eat dog world" Question Title * 9. Scenario #6: When someone calls in requesting a pickup which team handles the pickup? You ask for company name, check A1, and go into companies under “user” You ask for tracking number, Track and trace (Webtracker) listed under teams You determine where it’s coming from and where it’s going to, to determine the team that handles this client. You ask the company name and transfer to customer service Question Title * 10. Scenario #7: It is 3PM, A pickup is called in for Customer Service Team to handle, what is the best way to get the information. Give them the customer service email address and advise them to email the details for the pickup. Tell them to call the Customer service team and hang up Transfer to Dispatch and get them to take the information “Sorry, unfortunately our pick up hours end at 2PM, it is now 3PM. Thank you” And hang up. Question Title * 11. How would you rate the relevance of this material to your day-to-day job? Extremely valuable Somewhat valuable Not valuable at all Question Title * 12. Did you learn anything about the position/topic that you didn’t know prior to this? Question Title * 13. How would you rate the relevance of this material to your day-to-day job? A great deal A moderate amount None at all Question Title * 14. If you gained new knowledge, be specific! Question Title * 15. What kind of content would you like to see in the future to help improve your day-to-day work life? Check all that apply: Current updates in the industry Step-by-step guides to using specific software/programs Shortcuts in the programs I currently use Other Question Title * 16. If you selected other material that you would like to see in the future, please be specific: Question Title * 17. Was there anything unclear in the material that you would like your manager or the Frontier-U team to expand on? Done