CE GAME

What are the sections of the QA form?

• Efficiency, Eclipse, Living PSP

• Living PSP

• All are correct

• Efficient

After the customer mentions the issue on the website. What should we say?

• Start the verification process

• Ask probing questions

• I'll be happy to assist you today

• Immediately start with troubleshooting

What is the process to transfer to the Revenue department?

• Cold Transfer

• Warm transfer

When the customer says he/she has an issue on the website, which phraseology would you use?

• I'm sorry for that but let me assist you

• I'm sorry for the issue on the website, let me assist you

• I'm so sorry for the issue

What would be the correct call flow at the end of the call?

• My pleasure helping you today with your (request) and offer PCS

• You are all set! and offer PCS

• Thank you for calling. Have a nice day!

Which tool do we use to find the FBO, FSM or FRO admins?

• eCIS

• CTS

• 1source

• FBST

When reseting a password how can we assist the customer?

• Send them the email so they can reset it

• Guide them through the Selftool for password reset

• Transfer to PRG

• Create a temporary password

If the customer is using the FedEx APP what should we do?

• Warm transfer to full tech

• Ask the caller to call back

• Download the app to assist the customer

• Warm transfer to CAFE

The S3 number is given...

• At the middle of the call

• At the end of the call

• After the verification process

After resetting the password, what should we say to the customer?

• We are done for today, thank you for calling FedEx

• Is there something else I can assist you with?

• Both are correct