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Business
Professional Development
CSR2 Best Practices: Process Calibration
9 questions
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- 1. Multiple Choice
What should we advise the client if they are waiting for a refund and their original payment method (card) has been closed.
They will receive a check.
The refund will still go to the account (not the card) they originally paid with.
They will not receive the refund.
Advise them that operation support will reach out via email with a resolution.
- 2. Multiple Choice
Why can't a client use the QR Code (paperless return) at UPS Dropoff locations?
That's the policy.
The QR Code process is not available at all UPS Locations.
There is no UPS representative there to box the items,Print the label, and ship the package.
The client can only take it to the location near them.
- 3. Multiple Choice
When a clients order is Returned to Sender without them requesting it and it has reached back to the Distribution center. What is the correct process to follow?
Submit a refund status inquiry, mark it do not refund, and send a replacement to the client.
Advise the client to reach out to UPS.
Advise the client that because the order has reached the distribution center a refund will be issued and they will need to reorder. Also offer boxes to cover rewards lost if needed.
Submit a missing order tracer.
- 4. Multiple Choice
When a clients order is Returned to Sender without them requesting it and it has not reached back to the Distribution center. What is the correct process to follow?
Submit a refund status inquiry, mark it do not refund, and send a replacement to the client.
Advise the client to reach out to UPS.
Advise the client that a refund will be issued and they will need to reorder. Also offer boxes to cover rewards lost if needed.
Submit a courier address change to have the package rerouted.
- 5. Draw
True or False: A RTS Can only be escalated if there is a tracking number?
Background image - 6. Draw
True or False: A CSR2 Can approve a food return that is 51-60 days from receipt of the package.
Background image - 7. Draw
True Or false : A call tag can be approved by a TL Or a CSR2
Background image - 8. Multiple Choice
When a client reports a QAQC and he/she prefers a refund, which departments can approve that?
Business Support Manager
TLs Team
CSR2 team
OPS support
- 9. Multiple Choice
If a CSR is having any kind of system issues, who can approve them to do BTS
Training Team
they can do BTS without authorization
TLs/CSR2
Workforce
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