KAD NTP Workshop 27 Apr 2021

The Activity creator or Request owner can escalate manually if the Activity owner’s update or action is a sub-standard response. Following are considered as a sub-standard response, except :

• Non-standard abbreviation or jargons are used that cannot be understood or make it challenging to comprehend the response. The list of network approved abbreviations is available in myNet

• The manual escalation will be considered unjustified if it is escalated on holiday

• The time requested by Activity owner is unacceptable because no valid reason is quoted

If Customer provide an international phone number (mobile phone) for contacting purpose, what should Customer Service Agent do?

• Accept it

• Refuse it

• Advise Customer to contact related country which those phone number belong

Customer will have to provide LOA (Letter of Acceptance) in these following conditions, except :

• If the shipper / payer wants to change the billing account of shipment either due to error or change of mind

• If customer would like to change the consignee phone number on AWB

• If the shipper or consignee wants to bill the duty & tax to an account belonging to other customer

As the Activity creator or Request owner can we do manual escalation ?

• Yes

• No

• Both are not correct

How do you send 1st escalation to a country not using GEMA ?

• Send the escalation activity via GEMA

• Send email, escalation must be marked to the 1st escalation email distribution list of the target facility

• Send via MCT the escalation activity to the last correct Service Center

Kindly mention 2 things that is justified to get 1^st escalation ?

• - No reply within 4 tracing hours from the time first request was sent

  - No reply within the committed date and time

• - Response is substandard

  - No reply within 4 tracing hours (NCI) from the time first request was sent

• - No reply within the committed date and time

  - No reply within 10 tracing hours from the time first request was sent