UPS Training
ECM - where your cases and profiles are located
IRIS - Internal Resources info system
Damage case matrix - When a service failure has occured and we need to send
through ECM
5 or more damages reported you send a case using - Case template
eTT damage status 500 or more 1 business day has passed from damage report. - If a
consignee is not contacted in 1 business day we send out an AWAITING CUSTOMER
CONTACT Template
Damage package - no tracking number - use no tracking number case to damagr
coordinator
You will get marked off for speaking to a customer and asking them... - information
that's in your face and easily found by you
You must ask a customer their.. - email
if the customer has a ups account number, you can add multiple profiles BUT you
cannot touch the.. - Address field. The new button will be greyed out
if there is no ups account number ahh - you cannot add multiple profiles
Any ECM Case is always gonna have a severity of... - Concern
IRIS multiple damages template, enter the value and contents press submit what
happens? - Generates a template and details
Pay attention to customer commit time on the generated - IRIS page case template
A case can be edited as long as its.. - still open NOT "in progress"
On the ECM case ,as long as you haven't filled the Case Summary you can press ____
to cancel the case. - esc
HIGH 5 Behaviors : SPEAK - S- Solutions Oriented
P- Pleasant Tone
E- Engage
A- Acknowledgement
,K-Knowledgeable
Customers have ____ months to report a damaged package - 9
Customers from ups can report both a... - damaged package, lost package
When dealing with customers upset about damage STEPS - 1- Show
empathy/Apology
2- Confirm UPS is the carrier (tracking number)
3- Report damage in eTT or Have the customer create a claim
4- Review Actions & Commitments (What's happening next / what the customer wants
to happen. follow up)
2 most common issues with ups packaging - improper packaging and mishandling by
UPS
Damage process - 1- package reported or discovered damaged
2- DEG or package center representative enters report. OR customer creates claims
online
3- Investigation is conducted to determine UPS responsibility for damage.
4- Claim is issued when damage is approved, OR denied when damage is not
approved.
Inspection Results : - Damage type: No Packaging Comments - UPS at fault
Packaging Comments Noted- There was something wromf with how the shipper packed
the items
Waived- UPS chose not to inspect this package
When the receiver calls, WE cannot tell them any info about claims om the package.
soooo - you'd tell the customer to call Amazon AKA the shipper. ONLY speak with the
shipper bc of a contract for privacy
Inspection Internal Process - over $100- inspection required to determine cause.
UPS pays shipper for claim or denies claim
under $100 - Inspection waived, UPS pays for shipper claim
,inspection required (damage) - Merchandise actually damaged
Damaged or missing (fallout) itemss valued over $100
Hazardous materials and controlled substances of any value
Firearm regardless of value
Package must have damages worth over $100 for an ... - inspection to be conducted
DCT - Damage Call Tag
DCT Log - Damage RPT - Claim Invest (Completed inspection, goes to claim or not)
damage Rec- Damage with receiver (inspection made)
Create DCT- Actually putting In damage report.
picked up - We picked up the package and took it to package center for inspection
DCT Inspection Process ; 2 DCT Prints - 1- TDCT (Transferable Damage Call Tag)
driver uses TDCT to pickup the package
* package returned to UPS facility for inspection
2- NT-DCT (non transportable Damage Call Tag) Package center contacts customer
* Inspection conducted onsite or via uploaded photographs
IN BOTH CASES
Shipper is contacted by a damage Notifier to explain the outcome and claims process if
approved.
the $100 or less rule EXCEPTION is for - hazaedous material
controlled substances
firearms
Inspection Waived Process - information forwarded to damage notification group
Damage notifier Contacts the shipper to provide claim number and instructions
, Shipper files claim
UPS pays claim
On a package label if a large H is where the maxicode should be.. this means?? - The
package is over 70 lbs
On eTT damage page what 2 options aew there? - Package location, and
Merchandise Value
The most information you can give the cosignee about the shipper is... - Name, city,
state, zip
So not ask the cosignee if they want to pick up the package - Lwt them know we're
arranging to pick up the package
The cosignee wants to repair instead of return, what DCT do you use - Non transport
able bc we don't want to return to shipper
Which is determined at the start of the call? - total value of package, THEN the total
Shipper validates the... - price of the package
If the repair or item is worth $5000 - Marked as nontransportable CANNOT be
changed
Non transportable DCT Protocol - UPS Representative will contact the holder of the
damaged items by next business day ro arrange inspection
Retain damaged items and all original packaging material for inspection
to determine if a package is transportable... - Use package description, like a spill or
broken glass
eTT Steps - 1- Enter tracking number press Get request
2-Package details screen and a pop up of declared Package value
3- Press start work to make changes
4-At the top is work status
5-Shipper Tab info
ECM - where your cases and profiles are located
IRIS - Internal Resources info system
Damage case matrix - When a service failure has occured and we need to send
through ECM
5 or more damages reported you send a case using - Case template
eTT damage status 500 or more 1 business day has passed from damage report. - If a
consignee is not contacted in 1 business day we send out an AWAITING CUSTOMER
CONTACT Template
Damage package - no tracking number - use no tracking number case to damagr
coordinator
You will get marked off for speaking to a customer and asking them... - information
that's in your face and easily found by you
You must ask a customer their.. - email
if the customer has a ups account number, you can add multiple profiles BUT you
cannot touch the.. - Address field. The new button will be greyed out
if there is no ups account number ahh - you cannot add multiple profiles
Any ECM Case is always gonna have a severity of... - Concern
IRIS multiple damages template, enter the value and contents press submit what
happens? - Generates a template and details
Pay attention to customer commit time on the generated - IRIS page case template
A case can be edited as long as its.. - still open NOT "in progress"
On the ECM case ,as long as you haven't filled the Case Summary you can press ____
to cancel the case. - esc
HIGH 5 Behaviors : SPEAK - S- Solutions Oriented
P- Pleasant Tone
E- Engage
A- Acknowledgement
,K-Knowledgeable
Customers have ____ months to report a damaged package - 9
Customers from ups can report both a... - damaged package, lost package
When dealing with customers upset about damage STEPS - 1- Show
empathy/Apology
2- Confirm UPS is the carrier (tracking number)
3- Report damage in eTT or Have the customer create a claim
4- Review Actions & Commitments (What's happening next / what the customer wants
to happen. follow up)
2 most common issues with ups packaging - improper packaging and mishandling by
UPS
Damage process - 1- package reported or discovered damaged
2- DEG or package center representative enters report. OR customer creates claims
online
3- Investigation is conducted to determine UPS responsibility for damage.
4- Claim is issued when damage is approved, OR denied when damage is not
approved.
Inspection Results : - Damage type: No Packaging Comments - UPS at fault
Packaging Comments Noted- There was something wromf with how the shipper packed
the items
Waived- UPS chose not to inspect this package
When the receiver calls, WE cannot tell them any info about claims om the package.
soooo - you'd tell the customer to call Amazon AKA the shipper. ONLY speak with the
shipper bc of a contract for privacy
Inspection Internal Process - over $100- inspection required to determine cause.
UPS pays shipper for claim or denies claim
under $100 - Inspection waived, UPS pays for shipper claim
,inspection required (damage) - Merchandise actually damaged
Damaged or missing (fallout) itemss valued over $100
Hazardous materials and controlled substances of any value
Firearm regardless of value
Package must have damages worth over $100 for an ... - inspection to be conducted
DCT - Damage Call Tag
DCT Log - Damage RPT - Claim Invest (Completed inspection, goes to claim or not)
damage Rec- Damage with receiver (inspection made)
Create DCT- Actually putting In damage report.
picked up - We picked up the package and took it to package center for inspection
DCT Inspection Process ; 2 DCT Prints - 1- TDCT (Transferable Damage Call Tag)
driver uses TDCT to pickup the package
* package returned to UPS facility for inspection
2- NT-DCT (non transportable Damage Call Tag) Package center contacts customer
* Inspection conducted onsite or via uploaded photographs
IN BOTH CASES
Shipper is contacted by a damage Notifier to explain the outcome and claims process if
approved.
the $100 or less rule EXCEPTION is for - hazaedous material
controlled substances
firearms
Inspection Waived Process - information forwarded to damage notification group
Damage notifier Contacts the shipper to provide claim number and instructions
, Shipper files claim
UPS pays claim
On a package label if a large H is where the maxicode should be.. this means?? - The
package is over 70 lbs
On eTT damage page what 2 options aew there? - Package location, and
Merchandise Value
The most information you can give the cosignee about the shipper is... - Name, city,
state, zip
So not ask the cosignee if they want to pick up the package - Lwt them know we're
arranging to pick up the package
The cosignee wants to repair instead of return, what DCT do you use - Non transport
able bc we don't want to return to shipper
Which is determined at the start of the call? - total value of package, THEN the total
Shipper validates the... - price of the package
If the repair or item is worth $5000 - Marked as nontransportable CANNOT be
changed
Non transportable DCT Protocol - UPS Representative will contact the holder of the
damaged items by next business day ro arrange inspection
Retain damaged items and all original packaging material for inspection
to determine if a package is transportable... - Use package description, like a spill or
broken glass
eTT Steps - 1- Enter tracking number press Get request
2-Package details screen and a pop up of declared Package value
3- Press start work to make changes
4-At the top is work status
5-Shipper Tab info
