Fedex

Fedex

TRACKING CALL FLOW

Data

CUSTOMER PROFILE

PACKAGE RESEARCH

CHANGE OF SERVICE

FARM RESTRICTIONS

CASE SYSTEM

DOMESTIC FEATURES OF SERVICE

TIEMPOS DE ESPERA

Call Flow

***Tracking Call Flow PASOS*** 1. Hello THANK YOU FOR CALLING FEDEX my name is Camilo, may i have your full name please -first and last name please And your Delivery address please direccion cuando no hace match 2. I understand the importance of the package... sorry for this inconvinience.... 3. Im gonna leave you on a brief hold to look some information al right - thanks for waiting. 4. Oh at the end of the call i will leave with a small survey of my personal service , have a good day, take care. 1687303 No se puede quitar la firma -INDIRECT SOLO EN LA WEB-delivery notification

Employee ID 1687303 ONESOURCE c5583872 Clave Foundever2023 PURPLE ID 5583872 Foundever2023 IEX ID 9719798 CASO EBAY AMOZON WALLMART WRONG TRACKING NUMBER INFO NO CONCUERDA TRANKING DONT BELOW TO THE CUSTOMER 21 al 5 incapacidades horas extras Nomina del 15 6 al 20 Nomina del 30 dos dias off al año servicio medico y veterinario dia de la familia medio dia

Package Movement

SPOD /DN INFORMACION DE LA RECIPIENT INFORMATION

Domestic features of service

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fedex exprEss services & delivery commitments

Service areas are zip code-driven1. Same day Service 2. Overnight Service 2-Day and 3-day service

FedEx SameDay and FedEx SameDay City

FedEx SameDay service is available in all 50 states, providing door-to-door delivery on the same day, within hours (depending on availability), 24/7, 365 days a year.

Overnight Services

First Overnight 1. Service Features and Service Day. Delivery on next business day by 8.00, 8.30,9.00 or 9.30 Available Monday to Friday , Saturday available in certain areas with fee

Delivery Area1. Available throughout the united states. 2. Deliveries to and from select ZIP codes in Alaska and Hawaii may differ from delivery times in the contiguous U.S

Package Details 1. Own Packaging is allowed 2. 150 Lbs per package

Overnight Services

Service Features and Service Day. Delivery on next business day by 10.30am Available Monday to Friday , Saturday available in certain areas with fee

Delivery Area1. Available throughout the united states. 2. Deliveries to and from select ZIP codes in Alaska and Hawaii may differ from delivery times in the contiguous U.S

Package Details 1. Own Packaging is allowed 2. 150 Lbs per package

Overnight Services

Standard Overnight Service Features and Service Day. Delivery on next business day by 4.30pm Available Monday to Friday , Saturday no available

Delivery Area1. Available throughout the united states. 2. Deliveries to and from select ZIP codes in Alaska and Hawaii may differ from delivery times in the contiguous U.S

Package Details 1. Own Packaging is allowed 2. 150 Lbs per package

2-DAY AND 3- day service

-Am- Service Features and Service Day. Delivery in 2 business days by 10.30 to businesses and noon to residences Available Monday to Friday

Delivery Area1. Available all states except hawaii. 2. Delivery times to and from select ZIP codes in Alaska may differ from delivery times in the contiguous U.S.

Package Details 1. Own Packaging is allowed 2. 150 Lbs per package

2-DAY

Service Features and Service Day. Delivery in 2 business days by 4:30pm to businesses in most areas and by 8:00pm to residences. Available Monday-Friday; Saturday delivery available in select areas.

Delivery AreaThroughout the United States. Delivery times to and from select ZIP codes in Alaska And Hawaii may differ from delivery times in the contiguous U.S.

Package Details 1. Own Packaging is allowed 2. 150 Lbs per package

Express SAVER

Service Features and Service Day. Delivery in 3 business days by 4:30pm to businesses and 8:00pm to residences. Available Monday-Friday.

Delivery AreaThroughout the United States (except for Alaska and Hawaii).

Package Details 1. Own Packaging is allowed 2. 150 Lbs per package

change of service

SERVICE CHANGE Reroute - (Change the complete address on the package or/and including town and zipcode) - PLEASE HAVE FARM RESTRICTIONS IN MIND. > Shipper > Extra Fee - 18 Dollars > Shipper needs to verify ACC NUM* > Adult Signature (case cannot be created) - excluding Adult Signature with Alcohol-farm REROUTE CASE ON BRIDGE 1. SELECT CALLER TYPE / SHIPPER 2. TRACKING NUMBER / COPY AND PASTE 3. CLICK ON TRACK PACKAGE 4. NEXT BEST ACTION - ADDRESS ISSUE 5. ADDRESS ISSUE OPTIONS - ADDRESS CORRECTION ( WE PUT ALL THE NEW INFORMATION / INCLUDING FULL ADDRESS, TOWN AND ZIP CODE / NAME OR/AND COMPANY NAME 6. WE ADD THE CALLER NAME AND LAST NAME (LEFT HAND SIDE) 7. PHONE NUMBER AND EMAIL ADDRESS (MANDATORY) 8. CASE NOTES / COMMENTS 9. ADVICE CUSTOMER OF OVER FEES AND DELAYS 10. SUBMIT 11. PROVIDE CASE NUMBER TO CUSTOMER IF NEEDED.

Address Correction (Modify - Add Inf - Remove Inf or Adjust) (Example, Add Apt Number or Correct St Name or St Number) PLEASE HAVE FARM RESTRICTIONS IN MIND. > Shipper / At any time with their account number / If we have the DEX03 not acc number needed. si no tiene este scan confirmar acc.# > Rcp / Only when we have the DEX 03 scan > Extra Fee > Adult Signature (case cannot be created) - excluding Adult Signature with Alcohol ADDRESS CORRECTION CASE ON BRIDGE 1. SELECT CALLER TYPE / SHIPPER OR RCP 2. TRACKING NUMBER / COPY AND PASTE 3. CLICK ON TRACK PACKAGE 4. NEXT BEST ACTION - ADDRESS ISSUE 5. ADDRESS ISSUE OPTIONS - ADDRESS CORRECTION (Modify - Add Inf - Remove Inf or Adjust) 6. WE ADD THE CALLER NAME AND LAST NAME (LEFT HAND SIDE) 7. PHONE NUMBER AND EMAIL ADDRESS (MANDATORY) 8. CASE NOTES / COMMENTS - shipper call to make an address correction please add apt 123 thanks 9. ADVICE CUSTOMER OF DELAYS 10. SUBMIT 11. PROVIDE CASE NUMBER TO CUSTOMER IF NEEDED.

Redirect to Hold - (Hold at Location) / PLEASE HAVE FARM RESTRICTIONS IN MIND. > Shipper > Rcp > Third Party Maximum 5 business days para recogerlo Custome has to Bring Tracking Number and PHOTO ID Free service REDIRECT TO HOLD - CASE ON BRIDGE - Se recoje en oficina de Fedex 1. SELECT CALLER TYPE / SHIPPER OR RCP OR THIRD PARTY 2. TRACKING NUMBER / COPY AND PASTE 3. CLICK ON TRACK PACKAGE 4. NEXT BEST ACTION - HOLD AT LOCATION 5. ANSWER THE QUESTION (YES) 6. SELECT THE LOCATION THE CUSTOMER PREFER 7. WE ADD THE CALLER NAME AND LAST NAME (LEFT HAND SIDE) 8. PHONE NUMBER AND EMAIL ADDRESS (MANDATORY) 9. CASE NOTES / COMMENTS 10. ADVICE CUSTOMER OF DELAYS 11. ADVICE CUSTOMER TO BRING PHOTO ID AND TCK NUM WHEN COLLECTING THE PCK. 12. SUBMIT 13. PROVIDE CASE NUMBER TO CUSTOMER IF NEEDED. **Acceptable government-issued IDs are: Driver’s license / Military IDPassportState-issued photo ID Acceptable alternate proof with the address include: Utility bill /statementHealth/ auto insurance cardProperty statement from county/ city websiteCredit card statement / Telephone bill /Personal checkRecent pay stubBusiness checkBusiness cardCompany ID

Hold to Deliver Service that we provide when the Shipper/3rd party change their mind and want the pck to be deliver, intead of pick up) PLEASE HAVE FARM RESTRICTIONS IN MIND. > Shipper > Or third party (if they are paying) > Shipper and 3 party needs to verify ACC NUM* > Extra fee SHIPPER SE COMUNICA CON E ACCOUNT MANAGER EXTRA FEE HOLD TO DELIVER CASE ON CEBS a donde quiere que vaya el paquete 1. CLICK ON THE + SIGN 2. PLACE TCK NUM AND CLICK ON SEARCH 3. SELECTED CALLER TYPE / SHIPPER OR THIRD PARTY IF PAYER 4. FILL OUT INF WITH NAME / LAST NAME / PH NUMBER / EMAIL 5. CLICK ON CASE TYPE AND SELECT (SERVICE CHANGE) 6. CLICK ON SUB CATEGORY (HOLD TO DELIVER) 7. FILL OUT THE INFORMATION ON THE (DELIVER TO) SESSION AND ADD THE ADDRESS FOR THE DELIVERY OF THE PCK. 8. CASE NOTES / COMMENTS shipper call to requets a hold to deliver to address .... thanks 9. ADJUST OUTBOUND NOTIFICATIONS IF BY PHONE OR EMAIL 10. ADVICE CUSTOMER FOR DELAYS 11. SUBMIT 12. PROVIDE CASE NUMBER TO CUSTOMER IF NEEDED

Change of Service > Shipper > Ask for the account number > Only for express > Only if the pck is at the Origin Location Upgrading or downgrading Cannot be upgraded or downgraded to First Overnight CHANGE OF SERVICE - CASE ON CEBS 1. CLICK ON THE + SIGN 2. PLACE TCK NUM AND CLICK ON SEARCH 3. SELECTED CALLER TYPE / SHIPPER 4. FILL OUT INF WITH NAME / LAST NAME / PH NUMBER / EMAIL 5. CLICK ON CASE TYPE AND SELECT - (SERVICE CHANGE) 6. SUB CATEGORY - (CHANGE OF SERVICE) 7. ADJUST OUTBOUND NOTIFICATIONS IF BY PHONE OR EMAIL 8. SELECT THE NEW SERVICE THAT THE CUSTOMER NEEDS (SERVICE TYPE) 9. BILL TO - SHIPPER 10. CASE NOTES / COMMENTS 11. ADVICE CUSTOMER FOR DELAYS 12. SUBMIT 13. PROVIDE CASE NUMBER TO CUSTOMER IF NEEDED

Return to Shipper ( At any time as long as we dont have a POD-PPOD) PLEASE HAVE FARM RESTRICTIONS IN MIND. > Shipper (RCP CAN REFUSE PCK FROM THE DRIVER OR CALL THE SHIPPER) Package cannot have POD Up to 3 business days to be return to the shipper FOR EXPRESS Up 5-7 to business days to be return to the shipper FOR GROUND. RTS - CASE ON BRIDGE 1. SELECT CALLER TYPE / SHIPPER 2. TRACKING NUMBER / COPY AND PASTE 3. CLICK ON TRACK PACKAGE 4. NEXT BEST ACTION - SHIPMENT ISSUE 5. SHIPMENT ISSUE OPTION - RETURN SHIPMENT 6. WE ADD THE CALLER NAME AND LAST NAME (LEFT HAND SIDE) 7. PHONE NUMBER AND EMAIL ADDRESS (MANDATORY) 8. CASE NOTES / COMMENTS 9. SUBMIT 10. PROVIDE CASE NUMBER TO CUSTOMER IF NEEDED.

Reattempt PLEASE HAVE FARM RESTRICTIONS IN MIND. UNICA EXCEPTION MAXIMO 3 ATTEMPS DESPUES DEL 3 ATTEMPS DESTINATION FACILITY > Shipper > Rcp > Third Party > Free CASE CAN ONLY BE CREATED FOR OVERNIGHT SERVICE \ PARA LOS SERVICIOS FIRST OVERNIGHT *FO* Y PRIORITY OVERNIGHT *PO* All requests for reattempt on the same day MUST be done before - 13.00 / 1.00 pm *Revisar con el zip code en google At the Destination Location (Rcp time) Request not guaranteed REATTEMPT CASE ON BRIDGE 1. SELECT CALLER TYPE / SHIPPER OR RCP OR THIRD PARTY 2. TRACKING NUMBER / COPY AND PASTE 3. CLICK ON TRACK PACKAGE 4. NEXT BEST ACTION - SHIPMENT ISSUE 5. SHIPMENT ISSUE OPTIONS - REATTEMPT 6. SELECT FUTURE DATE - ALWAYS THE FOLLOWING DAY 7. WE ADD THE CALLER NAME AND LAST NAME (LEFT HAND SIDE) 8. PHONE NUMBER AND EMAIL ADDRESS (MANDATORY) 9. CASE NOTES / COMMENTS (INCLUDE THE REQUEST OF CUSTOMER AND MENTION THE REQUEST IS FOR THE SAME DAY) REQUEST A REATEMP FOR TODAY 10. SUBMIT 11. PROVIDE CASE NUMBER TO CUSTOMER IF NEEDED. Casos con priority se realiza en CEBS General Note for all cases All cases can take up to 24 to 48 business hours.

SI TIENE REATTEMPT VERIFICAR EL SCAN PARA VER SI LO PUEDE RECOGER EN LA ESTACION 2. ESPERAR A LA ENTREGA MANANA DECIR HORA ESTIMADA STANDARD OVERNIGHT NO SE PUEDE CREEAR CASO DE REATTEMPT DELAY DEBE SER DEL MISMO DIA VERIFICAR DIA Y LOS ATTEMPS CUANDO SE HACE EL 3 ATTEMPT PERO TIENE FECHA DE ENTREGA NO APLICA EL SCHCEDULE DELIVERY UNA VEZ EL PAQUETE SE RETURN TO SHIPPER NO SE PUEDE CREAR CASO NO SE PUEDE MODIFICAR NADA

PACKAGE RESEARCH

DELIVERY ISSUE - WITH / WITHOUT POD WITHOUT (WHEN THE PACKAGE HAS NOT BEING DELIVERED or HAS NOT BEING MARKED AS DELIVERY) > SHIPPER > RCP > THIRD PARTY *CASE CAN TAKE UP TO 24 TO 48 BUSINESS HOURS FOR A RESOLUTION *DEPARTMENT IN CHARGE (TRACE DEPARMENT) *CASE CAN BE OPEN 24 HOURS AFTER THE COMMITMENT DATE / IF NOT UPDATES ON THE PCK OR PCK HAS NOT BEING DELIVER DUE TO DELAYED,*CASE CAN ONLY BE OPEN WITHIN THE FIRST 7 DAYS AFTER THE LAST UPDATE/SCAN

DELIVERY INSTRUCTIONSDELIVERY INSTRUCTIONS PARA GROUND CASE ON BRIDGE 1. SELECT CALLER TYPE / SHIPPER OR RCP 2. TRACKING NUMBER / COPY AND PASTE 3. CLICK ON TRACK PACKAGE 4. NEXT BEST ACTION - INFORMATION REQUEST 5. INFORMATION REQUEST OPTION - DELIVERY INSTRUCTIONS. 6. FILL OUT THE INFORMATION (NAME / ADDRESSS / PH NUM / EMAIL) 7. ADD CASE NOTES - ADD THE INSTRUCTIONS PROVIDED BY THE CUSTOMER + THE TCK NUM) 8. NEXT BEST ACTION - INFORMATION REQUEST 9. INFORMATION REQUEST OPTION - DELIVERY INSTRUCTIONS 10. SELECT START DATE AND END DATE 11. CLICK ON SUBMIT IF ITS ABOUT GENERAL INSTRUCTIONS CASE ON BRIDGE 1. SELECT CALLER TYPE / SHIPPER OR RCP 2. CLICK ON (I DONT HAVE A TRACKING NUMBER) 3. SELECT IF ITS GROUND OR EXPRESS 4. FILL OUT THE INFORMATION (NAME / ADDRESSS / PH NUM / EMAIL) 5. ADD CASE NOTES - ADD THE INSTRUCTIONS PROVIDED BY THE CUSTOMER 6. NEXT BEST ACTION - INFORMATION REQUEST 7. INFORMATION REQUEST OPTION - DELIVERY INSTRUCTIONS 8. SELECT - PERMANENT OPTION 9. CLICK ON SUBMIT

DELIVERY INSTRUCTIONS PARA EXPRESS CASE ON BRIDGE 1. SELECT CALLER TYPE / SHIPPER OR RCP 2. CLICK ON (I DONT HAVE A TRACKING NUMBER) 3. SELECT IF ITS GROUND OR EXPRESS 4. FILL OUT THE INFORMATION (NAME / ADDRESSS / PH NUM / EMAIL) 5. ADD CASE NOTES - ADD THE INSTRUCTIONS PROVIDED BY THE CUSTOMER + TCK NUMBER 6. NEXT BEST ACTION - INFORMATION REQUEST 7. INFORMATION REQUEST OPTION - DELIVERY INSTRUCTIONS 8. SELECT - DATES 9. CLICK ON SUBMIT EL DRIVER VE LA NOTIFICACION (DELIVERY INSTRUCTIONS) CUANDO VAN HACER UN ATTEMPT DELIVERY INSTRUCTIONS ES PARA DAR DETALLE

COMPLAINT / COMPLEMENT FOR EXPRESS ONLY Case in 1source con o sin tck number 1. CREATE A SIDE 2. GO TO NEW CASE 3. SELECT CALLER TYPE 4. ADD THE INFORMATION MANUALLY OR GO BACK TO TRACKING AND TCK PCK AGAIN. 5. SELECT COMPLIMENTS AND COMPLAINTS 6. SELECT THE CATHEGORY 7. SELECT ISSUE TYPE ( COMPLIMENT OR COMPLAINT) 8. ADD CALLER INF / INCIDENT DATE AND LICENSE NUM IF PROVIDED BY CUSTOMER 9. SELECT LOCATION TYPE IF NEEDED 10. SELECT CONFIDENTIAL OPTION (ONLY FOR THE CONFIDENTIAL CATHEGORY) IF NOT BLANK 11. CASE NOTES 12. CLICK ON SUBMIT 13. PROVIDE THE CASE ID NUMBER IF NEEDED

COMPLAINT / COMPLEMENT (FOR GROUND ONLY) Case in CEBS con o sin tck number 1. CLICK ON THE + SIGN 2. PLACE TCK NUM AND CLICK ON SEARCH 3. SELECTED CALLER TYPE / SHIPPER OR THIRD PARTY IF PAYER 4. FILL OUT INF WITH NAME / LAST NAME / PH NUMBER / EMAIL 5. CLICK ON CASE TYPE AND SELECT - COMPLAINT OR COMPLIMENT 6. SELECT STATION TYPE - GROUND OR HOME DELIVERY 7. SELECT THE OUTBOUND NOTIFICATION / PHONE OR EMAIL 8. SELECT PERSONNEL DEAILTS 9. SELECT COMPLAINT CATEGORIES 10. FILL OUT COMPLAINT INCIDENT DETAILS 11. FILL OUT COMPLAINT DETAILS (CALLER INF) 12. ADD CASE NOTES 13. FILL OUT SHIPMENT PROFILE 14. SUBMIT VACATION HOLD Se hace en linea Min 4 dias Max 15 dias No tiene Fee

En llamadas Ejemplos 1. En ground por alguna razon la direccion en algunos casos se cambia - address change y si no hay casos es porque fedex lo cambio

DELIVERY NOTIFICATION 1. GO TO BRIDGE 2. CLICK ON (CE CUSTOMER COMMUNITACIONS) 3. ADD CALLER TYPE 4. ADD INF NEEDED (TCK NUM / PH NUM / CUSTOMER NAME) 5. CLICK YES ON THE QUESTIONS 6. SUBMIT

MISSING CONTENT-Ya se entrego al RCP -POD > SHIPPER > RCP PCK MUST HAVE POD MAKE SURE THE PCK INCLUDED EVERYTHING THE CUSTOMER WAS EXPECTING CASE CAN TAKE UP TO 24 TO 48 BUSINESS HOURS FOR A RESOLUTION DEPARTMENT IN CHARGE (TRACE DEPARMENT) REASON FOR CASE USE IT EVERY TIME THE CUSTOMER CALLS AND STATES THAT THE PCK HAS MISSING CONTENTS. CASE CAN ONLY BE OPEN WITHIN THE FIRST 7 DAYS AFTER THE LAST UPDATE/SCAN OR POD MISSING CONTENT CASE ON BRIDGE 1. SELECT CALLER TYPE / SHIPPER, RCP 2. TRACKING NUMBER / COPY AND PASTE 3. CLICK ON TRACK PACKAGE 4. NEXT BEST ACTION - MISSING CONTENT 5. COMMODITY CATEGORY / COMMODITY CODE / CONTENT DESCRIPTION 6. WE ADD THE CALLER NAME AND LAST NAME (LEFT HAND SIDE) 7. PHONE NUMBER AND EMAIL ADDRESS (MANDATORY) 8. CASE NOTES / COMMENTS 9. ADVICE CALLER OF A PHONE CALL WITH UPDATES. 10. SUBMIT 11. PROVIDE CASE NUMBER TO CUSTOMER IF NEEDED.

CLAIM Se realiza por la website > SHIPPER > RCP CLAIM CAN ONLY BE OPEN ON THE WEBSITE. PCK NEEDS TO BE CONSIDERED LOST OF DAMAGE CASE NEEDS TO BE FILLED WHEN THERE IS NOT UPDATE/SCAN FOR MORE THAN 7 DAYS OR 7 DAYS AFTER THE POD. ANSWER OR UPDATE FROM THE CLAIM DEP CAN TAKE BETWEEN 5 TO 7 BUSINESS DAYS. CUSTOMER HAS 60 DAYS TO FILLED THE CLAIM AFTER THE LAST UPDATE/SCAN OR POD. 9 MONTHS TO SEND THE DOCUMENTATION WE ONLY TRANSFER SHIPPERS TO THE CLAIM DEP IF THEY REQUEST TO / NEVER THE RCP.

DISPUTE DELIVERY > SHIPPER > RCP > THIRD PARTY *TRACKING NUMBER MUST HAVE A POD *REASON FOR THE CASE - WHEN THE CUSTOMER STATE THE PCK HAS NOT BEING DELIVERED / OR LOCATED AND PCK HAS A POD. CASE CAN ONLY BE OPEN WITHIN THE FIRST 7 DAYS AFTER THE POD CASE CAN TAKE UP TO 24 TO 48 BUSINESS HOURS FOR UPDATES. DISPUTE DELIVER CASE ON BRIDGE 1. SELECT CALLER TYPE / SHIPPER, RCP, THIRD PARTY 2. TRACKING NUMBER / COPY AND PASTE 3. CLICK ON TRACK PACKAGE 4. NEXT BEST ACTION - DISPUTE DELIVERY 5. ASK THE QUESTIONS PROVIDED BY BRIDGE 6. SELECT PREFERRED COMMUNICATION 7. ADD CONTENT OF THE PCK 8. WE ADD THE CALLER NAME AND LAST NAME (LEFT HAND SIDE) 9. PHONE NUMBER AND EMAIL ADDRESS (MANDATORY) 10. CASE NOTES / COMMENTS 11. ADVICE CALLER OF A PHONE CALL WITH UPDATES. 12. SUBMIT 13. PROVIDE CASE NUMBER TO CUSTOMER IF NEEDED

DELIVERY ISSUE WITH OR WITHOUT POD CASE ON BRIDGE 1. SELECT CALLER TYPE / SHIPPER, RCP, THIRD PARTY 2. TRACKING NUMBER / COPY AND PASTE 3. CLICK ON TRACK PACKAGE 4. NEXT BEST ACTION - PACKAGE RESEARCH 5. PACKAGE RESEARCH OPTIONS - DELIVERY ISSUE WITH / WITHOUT POD 6. COMMODITY CATEGORY / COMMODITY CODE / CONTENT DESCRIPTION 7. WE ADD THE CALLER NAME AND LAST NAME (LEFT HAND SIDE) 8. PHONE NUMBER AND EMAIL ADDRESS (MANDATORY) 9. CASE NOTES / COMMENTS 10. ADVICE CALLER OF A PHONE CALL WITH UPDATES. 11. SUBMIT 12. PROVIDE CASE NUMBER TO CUSTOMER IF NEEDED. no se entrego el dia que se prometio - luego del dia de entrega se crea caso despues de 24

PACKAGE RECEIVED IN ERROR express si pickup -ground no > THIRD PARTY / OTHER > PCK MUST HAVE A POD REASON FOR CASE WHEN A SOMEONE OTHER THAN RCP OR SHIPPER CALL TO REPORT THEY RECEIVED A PCK BY MISTAKE AT THEIR ADDRESS. PACKAGE RECEIVED IN ERROR - CASE ON BRIDGE 1. SELECT CALLER TYPE / OTHER 2. TRACKING NUMBER / COPY AND PASTE 3. CLICK ON TRACK PACKAGE 4. NEXT BEST ACTION - PACKAGE RECEIVED IN ERROR 5. FILL OUT THE INFORMATION ON BRIDGE FROM THE CALLER (NAME / PHONE NUMBER / ADDRESS / EAMIL) 6. CASE NOTES / COMMENTS 7. SUBMIT 8. PROVIDE CASE NUMBER TO CUSTOMER IF NEEDED. *PART 2 - CREATE A SITE ON 1SOURCE 7. FILL OUT THE SIDE SESSION WITH THE CALLER INFORMATION 8. CLICK ON THE BLUE MARK 9. SELECT CUSTOMER SIDE IF FOUND OR CREATE A NEW ONE BY CLICKING ON ADD SITE 10. FILL OUT THE INFORMATION ON THE NEW WINDOW (CUSTOMER TYPE: INDIVIUAL - WRITTEN LANGUAGE: ENGLISH) 11. CLICK ON ADD 12. GO TO PICK UP OPTION 13. CLICK ON USE 1SOURCE AND ADD THE TIME (2000) 14. CLICK ON ADD 15. PUT TH NUMBER OF PCKS AND WEIGHT 16. ADD NOTES ON (TO COURIER) 17. ADD PAYMENT PAYOR (PREPAID LABEL) 18. CLICK ON SUBMIT 19. GO BACK TO BRIDGE AND ADD PICK UP NUMBER 20. SUBIMIT CASE ON BRIDGE

CUSTOMER PROFILE

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SITE A site is a Business or Individual assigned to a FedEx account number. An account number is linked to a site. Only one site is assigned to each account number. A site can also be a Business or an Individual without a FedEx account number. CONTACT A contact is the person who is calling FedEx. A site has one primary contact but can have multiple people in other roles. A contact can be linked to several sites. PRIMARY CONTACT The primary contact is the contact name stored in our database. A site can only have one primary contact. When a new primary contact is added, the old primary will become a sales contact. There is a column in the Contact Grid called “Primary” that identifies the true primary contact with a check mark. BILLING CONTACT A billing contact is a role associated with a site. If a new billing contact is added, they will be identified as “Billing.” There can be multiple billing contacts. The column in the Contact Grid called “Primary” identifies the true primary billing contact with a check mark. Customer service representatives are able to change all roles except for the primary billing role. INTERACTION An interaction is any event that occurs within a phone call, on the web, in the IVR, etc. SALES CONTACT A sales contact is associated with a site. There may be multiple sales contacts. If a primary contact is replaced, the former primary contact becomes a sales contact. SHIPPING CONTACT A sales contact is associated with a site. There may be multiple sales contacts. If a primary contact is replaced, the former primary contact becomes a sales contact.

ANI MATCH Verifying a Contact Viewing a contact Adding a new contact Non permanet contact Updating a contact Removing a contact VERIFICATION WITHOUT ANI MATCH -ADDING A SITE SEARCH FOR A SITE -Fedex account Number -Phone Number SEARCHING FOR A SITE -Company Name and Postal Code CONTACT VERIFICATION -First and last name -Phone Number -Full Address -Company Name ADDING A SITE AND CONTACT Click OK to close the pop up Customer Details Click the add site button Spelling Business or individual Address English Add Button

REMOVING AND UPDATING A SITE OR CONTACT Removing a site Select the site with account number and click remove ok confirmation Updating an individual site SALES, SHIPPING OR NON PRIMARY BILLING Double click on the primary to open the account Make changes Update contact check box Update Button REMOVING A CONTACT Delete duplicates Remove contact button Ok UPDATING A CONTACT Name, Phone number -Update

3 MAY 2023 ISOURCE RB plataforma para revisar Tracking numer 2 Bandera debe estar en estados unidos info del shipper y recipient Scan table info DT Door tag DT+ TRACKING NUMBER COMMIMENT DAY FECHA DE PAGO CUANDO SE HACE EL LABEL SCHEDULED DELIVERY DAY , DIA ESTIMADO TENDERED DAY , PICKUP SCAN , CUANDO RECOGIMOS EL PAQUETE ORIGIN LOCATION AVION EXPRESS PERRO-HOME DELIVERY CAMION-GROUND GROUND NORMAL PARA BUSSINESS VERDE SI SE PUEDE AMARILLO NO SE PUEDE EN ALGUNAS ESTACIONES ROJO NO SE PUEDE GRIS NO SE SABE SI SE PUEDE O NO FARM FEDEX ACCOUNT RESTRICTION MESSAGING 4/may/2023 LAST MILE OPTIMIZATION ISOURCE SPOD/DN CREACION DE CASOS NOMINA Aumento de salario cuando se hace Dotacion cada 4 meses Cesantias un salario al ano interes del 12% finales de marzo a partir de cuando se pueden solicitar disfrutados compensados no entendi KRONOS control de asistencia y novedades 4% salud y 4%pension CADA QUINCENA heinsohn crodriguez@

TYPES OR ROADS Road Rd Street St Avenue Ave Lane Ln Freeway Fwy Highway Hwy Inrstate I Drive Dr How to write them House number-street name(apt)-city-state-zip code PO BOX Post office box - US POSTAL SERVICE No se realizan entregas a direciones de PO BOX FEDEX KEY WORD Us airbill fedex-guia manual Warehouse -almacen Trace-Seguimiento a un paquete Package Delivery-entrega Mis-Delivery-entrega hecha incorrectamente Dispute-nunca recibio paquete Sorting-Clasificacion Carrier Shipment Driver Delays Bill to - Persona que se le va a realizar el cobro SCANNERS en cuestion del transito del paquete Shipper persona que envia el paquete Revenue Scan-REV momento en el que se contrato el servicio PUP Pickup package PUX Pickup package exception despues de la hora de recogida formas de recibir del paquete -Recoger en casa-pick up tiene un costo -Recoger en oficina -Recoger en drop Box Entrada SOP Station Outbound Package RIP Ramp Outbond Package ROP Ramp Inbound Package Llegada A los aeropuertos principales memphis HIP Hub Inbound Package HOP Hub Outbound Package *INTERNATIONAL -ECCO In progress -ECCO Cleared Customs -No regulatory Delay -Llegada Aeropuerto RIP RAMP Inbound Package ROP Ramp Outbound Package SIP Station Inbound Package -Destino final VAN Package loaded in van -out of delivery -POD Proof of delivery

SIGNATURE REQUIRED ISR -5.55 SOLO PARA RESIDENTIAL ADDRESSES firma digital -doortag no es obligatorio posible firma Hay 3 intentos para hacer la entrega, sino no se entrega se devuelve y tiene 2 dias para recogerlo sino se devuelve al shipper -Direct signature requiered DRS 5.55 Home and business *cualquier persona lo puede firmar -Adult Signature Required ASR 6.70 Mayor de 21 años Residential and Business *Cualquier Requets tarda de 24-48 Hrs Express delivery options -Saturday Delivery SDR fEE 16.50 12PM 13.30 16.30 Depend on zip Collect on Delivery COD ADDITIONAL SERVICES Imagen siempre decir around , decir additional fee -Address correction fee 18 usd -Reroute fee 18 usd DANGEROUS GOODS -Accessible ADG 115 priority overnight -Inaccessible IDG 54.50 priority overnight, standard, 2day or express saver PROHIBITED ITEMS - CASH , CURRENCY, LIVE ANIMALS , ANIMAL CARCASSES, HUMAN CORPSES, DECLARED VALUE-CLAIMS DV 0-100 No fee DV 100.01-300 Fee 3.45 DV 300.01-50.00 fee 1.15-100 OTHER TYPE OF SCAN - ISSUES COD -Package is a collect on delivery pago contra entrega DEX - Package was attemptend to be delivered but was unsuccessful DDEX -Package was delivered with an exception MPS -Package is part of a multiple shipment tracking -traking number es diferente para cada paquete CER -Case has been created for the current traking number HAL -package has been delivered to a fedex office and is available for pickup MIS -Package has been routed to an incorrect location COMM - Additional comments about any in transit package SRND -Services rendered and indicates if a commitment was met or not - Se cumplio o no con el servicio EJEMPLO DE FARM 153000909877 SI ES EL SHIPPER SE TRANSFIERE A FARM ANTES VERIFICAR ACCOUNT RESTRICTIONS SI ES RECIPIENT COMUNIQUESE CON EL SHIPPER /allowed restricciones que tiene la cuenta *SI EL NOMBRE CONCUERDA CON LA RESTRICCION SE TRANSFIERE - SI ES EL SHIPPER Y DICE ALL NOT ALLOWED , contact their account executive ETA-ESTIMATED TIME ARRIVAL AUTO REDIRECT TO HOLD STAT 29 DESPUES DEL PRIMER ATTEMPT DEJELO EN LA LOCACION MAS CERCANA O DESTINATION FACILITY DRIVER TOMA INICIATIVA ARTH-Auto redirect to hold maria jose carranza bridge webfedex

STAT CURRENT STAT OF THE PACKAGE STAT * ESTA EN EL WHAREHOUSE STAT+ ESTA EN EL DESTINATION FACILITY TRAKING EXCEPTIONS DDEX - Delivery with an exeption DEX Not delivered due to an exception DDEX 02 Delivered without signature DDEX 04 Delivered to alternate address DEX08- Recipient not in/business closed DEX 03 incorrect address DEX 07 Shipment refused by recipient - fraud purposes HA / STAT19 Transfered to hold at location YA ESTA LISTO PARA SER RECOGIDO STAT 44+ tiempo para recoger el paquete destination facility en ese fragmento de tiempo STAT 44* no se puede recoger STAT 29 despues de DEX 08 autoredirec to hold location ARTH TIPOS DE CASOS SERVICE CHANGE solo se puede cambiar una sola vez PACKAGE RESEARCH casos con el paquete en el transito BLANK LABELS Happen when the shipper/recipient info is not visible on the tracking system Recipient llame al shipper shipper if the want to make a change transfer to farm llamada en cold departamento de español e internacional FARM OR CUSTOMER PREMIER LINE RESTRICTIONS , no se puede cambiar la info

CASE SYSTEMS

CASE SYSTEMS When a customer has an issue that requires additional support, including package research and information requests, you’ll create a case in one of our case systems:

Case EBS Case EBS Case EBS is an additional web-based case creation tool used to create cases for specific package and call scenarios. The tool is accessed via Purple ID, or by clicking on an existing case in the 1Source tracking application. Cases created in Bridge can be viewed and updated in Case EBS. There is also one scenario in which you will use 1Source for case creation: Express Compliments & Complaints (more details to come on this scenario later in training). Case EBS should be used for the following: Express International shipments Express & Ground COD changes Express & Ground Claims*este no Express Controlled Release Express Property Damage Express Hold to Deliver Express "priority commodities" (ANY case type) Ground Compliment/Complaint (including Ground Property Damage) Express Same Day Reattempts

Bridge and Case Enterprise Business Services (Case EBS). Bridge Front of card Bridge Click to flip Back of card Bridge is your primary web-based case tool. It allows you to create both Express and Ground cases in a central location for most package needs/requests. In addition to creating cases, Bridge also provides Ground delays and phraseology for specific ZIP codes and lets you initiate package status notifications via SMS/text, send FDM FEDEX DELIVERY MANAGE registration details via email, view GPS details for delivered packages, and it offers in-tool support. ERRORS Enter a valid phone number Problem creating case CASE EBS Case EBS is the case system used by all departments and OpCos globally for case creation related to package research and package request management. HOW DOES CASE EBS WORK Case EBS and Bridge communicate in the background to create one global case management experience. This enables global and OpCo collaboration to prioritize, escalate, and manage customer issues, resulting in significant customer experience improvements.

WHAT DOES CASE EBS LOOK LIKE Once a case has been created, it will show in the Case EBS web application. Here is an example of how your case will look ACCESSING CASE EBS Case EBS can be accessed via Purple ID, by clicking on the Case EBS (PEGA) tile, seen here. Opening Case EBS via the tile in Purple ID opens the tool on the My Worklist page. To create a new case, hover your mouse over the menu on the left side of the screen and click on the + symbol.

Case EBS can also be accessed via 1Source by clicking on the existing case indicator, seen here. First time Login 1.Initials upper right corner 2.Profile 3.Edit Profile 4.Time zone 5.Submit Button Cases Statuses 1.New- The case is in creation 2.Pending Research work on the case has not been saved yet. 3.Research - The case is being worked. 4.Pending Resolve- The case is awaiting agen closure. 5.Pending-Auto Resolve. -The case is awaiting scan for auto closure. 6.Resolve Completed- The case is closed

How to create a Redirect to Hold (RTH) Case in Case EBS Provided tracking number Indicate your requestor type (for this example, we will use Recipient) and enter their contact details. The alternate contact details are optional, as is the incoming channel drop-down. Case type service change Sub Category , redirect to hold - Pop up details - Choose hold location radio dial, Location ID allows to enter a specific location ID , Postal code locations bases on zip code - -Hold location , provided the closest available location -Cases notes -Case number. Siempre decir i really apologize Updating an existing Case

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BRIDGE Web-based application that allows you to create cases in Case EBS, our new, modern system. Bridge can be accessed using an Internet browser. Guided Flow Bridge provides a guided flow that is designed to create consistency. Bridge's Next Best Action feature will help newly-hired and tenured representatives identify root causes and solutions. Case Creation Bridge streamlines the case creation process by helping each rep create a case faster, with more consistent case notes. SMS&EMAIL Bridge offers SMS and email capability for Ground Disputes Delivery cases so that we can check in with them periodically to see if the package has been found. Currently, this option only lets us ask if the customer has found their package after opening a Disputes Delivery case. These SMS or email options will not give the customer scan updates or communicate case notes entered in your case. SMS is the preferred communication method for disputes. Customer Experience When the case creation process is streamlined, you can be more attentive to your customer. The guided flow will prompt you to ask direct questions, allowing for a smoother transaction and a decreased overall resolution time. Representative Experience Constantly jumping between applications can be time-consuming and distracting. Bridge puts all of the information you need in one place. Reduced keystrokes equals lower call handle times. Purple Promise By focusing on the customer instead of the programs you’re interacting with, you can listen better to their needs, which in turn helps you make every customer’s experience outstanding. Verify caller information phone, first and last name Steps 1. Select the caller typer 2. Tracking number 3.Verify caller name and phone number 4.Comments of the case 5. Case type 6. Guided flow , type of comunication, category, commodity code, content description. 7. Advise customer of case callback expectation.

No cases can be created The guided flow always looks at the scans for a package as well as the case types that are already open. There may be times when the guided flow may not allow you to create a case. FEDEX ACCOUNT RESTRICTIONS AND MESSAGING FARM Some shippers have restrictions on who can open a case or what type of case can be opened. Bridge always checks FARM for any restrictions that may exist for a package. If there are restrictions for a specific tracking number, the information will display in Bridge and you will receive a pop-up, like this one. This verbiage will help you refer the caller back to the shipper, as only the shipper will be able to override any restrictions. Multi-piece shipment MPS It reviews and analyzes different pieces of information about the shipment. If there are multiple packages in the shipment, you can view the packages associated with the master tracking number by clicking the “Multiple Shipment” button. -If a case has already been created for the specific tracking number you’re tracking, you can update the open case in Bridge. Bridge allows us the ability to text or email the customer periodically when following up on Disputes Delivery cases. This allows us to check if the customer has found/located their package while research for the case is in progress SMS PERMISSIONS Before a customer can be set up for SMS text messaging or email, we need their permission. 1.Would you like to receive status updates on this particular package via text message? 2.May I confirm your mobile number? 3.Confirm and enter the mobile phone 4. Do you agree to allow FedEx to send you a text message with package status updates to your mobile phone number? Text and data rates may apply.” ERRORS Enter a valid phone number Problem creating case

CALL TAG GROUND En OneSource 1. Click en los binoculares del Shipper 2. Busca en los resultados la opción "Call tag/Refused Call Tag" 3. Click en la pestaña "Pickup" 4. En la ventana emergente damos click en "Use/Done" 5. Click en el Camión Verde 6. Ve a la opción "Service" 7. Selecciona "Call Tag or Damage Call Tag" 8. Si seleccionas "Damage Call Tag" el sistema te va a redirigir a la pestaña "Call Tag / Damage call tag" 9. Si es un "Damage Call Tag" pon el tracking # en el espacio "Original Tracking #" 10. Click en "Search" 11. La información de "Destination address" se va a llenar automáticamente. Esa es la información del shipper. 12. Vas a llenar manualmente la información del "Pickúp Address" 13. Click en "Packages" para agregar el paquete que quieres retornar al shipper 14. Llena los campos "Instructions", "Mer Value" y "Content" 15. Click en "Add Packge" 16. Click en "Return to Pickup" 17. Click en "Submit" 18. Copy the pick up number and go back to the tracking option and add it into the comments. 18.Copy the pick up number and go back to the tracking option and add it into the comments

Generalista: Juliana.Vasquez@foundever.com Certificados laborales Retirados y quienes no tengan acceso a la página : Gina.pinto@foundever.com Certificados laborales activos: Por medio de la página: https://sitelnomina.heinsohn.com.co/NominaWEB HR Specialist- Carta para retiro de cesantías retirados: MariaCamila.Suarez@foundever.com Copia de contrato- 15 - 20 días habiles: Carlos.gaviria@foundever.com Contrataciones y afiliaciones a Seguridad Social: (EPS, Fondo Pensiones, Cesantías, ARL, Caja de compensacion) Lina.ArceBeltran@foundever.com Inclusiones y traslados eps: https://miseguridadsocial.gov.co/

Campaña Fedex Tracking ID lawson 1687303 crodr416 Employee# 1687303 Carr.colombia2023 bonificacion aht tiempo de llamada hit rate numeros de encuestas pcs calificacion sedes 22 departamentos virtual 3 fisica creativity connection commintment arl-sura primer dia caja compesacion- colsubsido al mes de ingresar eps mes de carencia fondo pensiones censantias

Theme Customers Shipper or Recipient Our main line of business is domestic Tracking Express Tracking Ground Tracking -mas economico Fedex express Call Handling EFECCTIVE WORDS I am confident, i will, o can assure you, i am confident that, it will be, im certain that, it is. INEFFECTIVE WORDS I aasume, ill try, i think, hopefully, it might be, i think so, maybe What to say when you are not sure APOLOGIZE Let me go ahead and check on our system to see what we can do. Do you mind if i place you on hold for a few seconds while i look for the answer Great question i am checking on my system right now to give you the right answer I UNDERSTAND THE IMPORTANCE OF THE PACKAGE..... medication , scalation SHIPPER CARRIER LEAD APPROACH Listen , Empathize, apologize, deliver a solution pedir nombre y apellido a customer IDR tracking number validacion cliente Ownership statements Practice scenarios package arrived damaged -scalation / investigation package nor received by deadline i want to find a solution that works for you i can see why you... package s . refund

CALL FLOW THE FIRST 60S Greeting ,apologize, paraphrase and assurance, take ownership, personalize the call. apologize i will help with this Despues del issue queja paraphrase assurance confirmar con el cliente lo que me menciona asistencia ok let me check the time frame DURING THE CALL Hold times Dead air 10s Positive statements Follow SOP standard operations procedures Be efficient keep professional IN THE END Use the correct phraseology offer options and agrre on solutions set proper expectations follow transfer procedures offer the survey 8 am - 8 pm franja de entrega a menos que pague una hora en especifico EFFICIENTE PARAPHRASING VERIFICATION PROCESS resaltar cuando empecemos hablar en producto 1. El tracking number es la vereficacion 2. recipient cuando el nombre aparece shipper cuando el nombre aparece cuando no aparece el nombre en shipper ni recipient nombre quien recipient addres , city, code thank you ,and may i have COMING BACK FROM HOLD Thank you very much for holding sir CLOSURE Alright, so im leaving you with a short one question survey to qualify my service have a wonderful day. LEGAL WARNING una falta , advertencia y oportunidad para no cometer las mismas faltas. informe de proceso disciplinario notificacion diligencia descargos Diligencia de descargos Medidas correctivas llamado de atencion suspension terminacion del contrato de trabajo con justa causa. Sagrilaft Ptee

Express Tracking Exceptions Normal Vs Exception Delivery Normal Delivery A package is picked up, leaves the origin station, arrives ar the destination station, is places on the van for delivery and is signed for at the recipient address Exception Delivery Occurs when something impedes the final delivery and signature at the recipient address es domestic cuando el scan es no regulatory delay release

Tendered y pick up --- es porque el paquete ya esta con nosotros ----------------------------------------------------------------- BLANK LABEL -Shipper se pasa a farm si no hay info pod and address RC-Pcp llame al shipper direccion - mirar scans con direccion Cuando se solicita la direccion 1. Traking missing -paking missing thank you, Jim i have your tracking numer pulled up and see that you are calling about a missing package , can you confirm your delivery address . Other examples package is lost Request to change address Package is not delivered -Thank you jim i have your shipment pulled up o apologize it hasent delivered yet let me try to get an update status for you one moment please we are trying to get your package delivered as quickly as possible i can set up with automated traking notification or you can track it on fedex.com for futher updates movement. Open case thank you jim i have your shipment pulled up and i see you hace an open case let me check notes to see if i can provide you with and update one moment please Si no hay updates trace agent is working on the issue but currently does not have any update i will send an alert to remind the to contact you as soon as possible si no recibes call back en x dias para que inicie con un claim. CUANDO SE PREGUNTA PACKAGE IS LOST CHANGE ANDDRESS PACAKGE IS NOTE DELIVERED CUANDO NO MISS DELIVERY ADDRESS

Exam Which Delivery Signature option was requested by the shipper? -Direct Signature Required What procedure must be followed when a residential recipient caller wants their delivery to be changed to Hold at Location and FARM restrictions show not allowed via customer service? -Refer the caller to their shipper for assistance Why was the shipment not delivered by the commitment date -Recipient not in/Business Closed What would you advise the shipper regarding the delivery status of this shipment if they call asking for the reason why the package wasn't delivered? -advise shipment never given to fedex -When the FedEx Express driver made the first attempt for delivery and found no one available to sign for the shipment, what time did the driver indicate they would return to the FedEx facility with the package? -1800 What is the company name this package was addressed to -FedEx Freight What is the process for a shipper requesting a redirect to hold on a shipment containing the FARM restriction allowed by exception -Transfer the caller to the FARM Escalation Team Which of the following scans indicates an Express international shipment has cleared customs and is considered a domestic shipment? -Expedited Customs Clearance Operation (ECCO) in Clearance Area (No Regulatory Delay) What procedure should be followed when a customer requests package status for an international package shipped to China which has a proof of delivery (POD) scan? -Expedited Customs Clearance Operation (ECCO) in Clearance Area (No Regulatory Delay) What procedure should be followed when a customer requests package status for an international package shipped to China which has a proof of delivery (POD) scan? -Transfer to International Customer Service. What is the total number of packages which were associated with this shipment? -3 Who is allowed to request the Stop and Return to Shipper (RTS) of a shipment that is currently in transit? (NO RESTRICTIONS ) -Shipper only How many probing questions do you ask and document when creating a Disputes Delivery case? -2 Which of the following would be considered a Package Received in Error -The caller states they have received a package at their address that is intended for a different address on the label Which of the following is NOT a delivery option offered in FDM? Return to Shipper What is the required age for an Adult Signature -21 Same Day reattempt request for Express packages should be requested by what time? -1300 destination

Express Information Request

Release is for a specific shipment.

Delivery Instructions

Release Authorizartion

Property Damage

EXPRESS INFORMATION REQUEST CASES Delivery Instructions -The caller would like to provide directions to their delivery address to be saved at the station for future deliveries. The caller requests to temporarily suspend all deliveries due to closures or vacation of up to 5 business days. The caller requests to permanently suspend all deliveries.FedEx Express no longer accepts gate, door, or security codes from customers to be used during deliveries. If a caller requests to provide this information, please inform them that to protect the safety and security of customers, employees, and service providers, these codes can no longer be accepted. This includes delivery instructions with FedEx Delivery Manager-Using Delivery Options. If applicable, offer DTH or FDM for another delivery time or location as an alternative to accepting gate, door, or security codes. Property Damage If the caller is reporting damage to their property that requires compensation, you will document this by creating an Information Request-Property Damage Case. When creating the case, you will indicate whether the damage was vehicle- or non-vehicle-related damage, and what was damaged. There will also be a field available to reference a tracking number if one is associated with the Property Damage case. This case is used for minor property damage (damage under $500). Major property damage (damage greater than $500), should be warm transferred to the destination station. After business hours, or if unable to transfer, create the case in Case EBS indicating damage over $500. Release Authorizartion Release Authorization is used to communicate authorization for couriers to release packages at a delivery address (business or residence), DSO contingent, at a designated location (ex. front desk, back door, security). The directions can be permanent or for a specific date range. This case is different from Service Change-Controlled Release, in that these instructions apply to ALL packages being delivered to the provided address, whereas Controlled Release is for a specific shipment. Inform the customer that to protect the safety and security of customers, employees and service providers, FedEx Express no longer accepts gate, door, or security codes from customers to be used during deliveries; this includes delivery instructions with FedEx Delivery Manager - Using Delivery Options. If applicable, the rep may offer DTH or FDM for another delivery time or location. Supplies Callers who provide tracking numbers related to supplies and are reporting instances of receiving incorrect supplies, or no supplies at all, should be transferred to Shipper Services for documentation and replacement supplies. GO

GROUND INFORMATION REQUEST CASES Delivery Instructions If creating an Information Request/Delivery Instruction case without a tracking number, you will be required to indicate the OpCo. When choosing the Ground OpCo, Delivery Instructions will be the only available subcategory. A Delivery Instructions case (with or without a tracking number) is used to give specific instructions for final delivery; these instructions can be provided for a specific date range or be indicated as permanent. This category is also used to indicate delivery suspensions/vacation holds. Ground Information Request Cases Information Requests should never be used to circumvent other case types or to document requests date or time-certain deliveries. Ground Information Request cases can be created with or without a tracking number. If created with a tracking number: Information Request will be available for all Ground service types (Ground/Home Delivery/Ground Economy). Delivery Instructions and Next Day Reattempt subcategories will be available. Shipments with a POD scan will not be eligible for Information Request cases in Case EBS. If created without a tracking number: The only available subcategory will be Delivery Instructions. When to create an information request/Delivery Instruction case Sometimes Information Request/Delivery Instruction cases will be used to document caller needs that aren’t necessarily “delivery instructions.” Here, we see all of the scenarios in which this case type would be created. FedEx Ground Economy shipments (delivering by FedEx Ground) with indicated address issues require Information Request/Delivery Instruction cases to be used to provide correct address details (only when the destination station is closed and transferring the call is not an option). This is the ONLY scenario in which it is appropriate to use the Information Request case to provide/confirm recipient address. The caller wishes to provide delivery instructions for current or future deliveries, such as delivery to the back door, garage, under the bench, etc. These instructions can be indicated for a specific date range, or they can be permanent. *Inform the customer that to protect the safety and security of customers, employees and service providers, FedEx Ground no longer accepts gate, door, or security codes from customers to be used during deliveries; this includes delivery instructions within FedEx Delivery Manager. If applicable, the rep may offer Deliver to Hold (DTH) Procedures - Ground or Delivery Manager – Using Delivery Options for another delivery time or location. The caller wishes to provide details regarding an attempted Call Tag pickup (tracking number beginning with 997) with fewer than 3 attempts. Perhaps they are advising that the package will be left OSD for the next attempt, or providing instructions for the driver at the time of pickup. The caller wishes to suspend deliveries for up to 14 calendar days; this suspension can be business customers reporting closures due to holidays or inventory and/or residential customers requesting vacation holds. There is a Suspend Delivery radio dial in the Delivery Instructions section of the Case Form. Competitor callers (USPS, UPS, etc.) report they have a package tendered incorrectly to their location that needs to be retrieved. Be sure to enter the pickup location address in the case notes and hours of operation for package availability. NOTE: this should be created without a tracking number. The caller requests a package RTS after a POD has been applied and the package has returned to FedEx’s possession. NOTE: this should be created without a tracking number. The customer indicates the driver has not been ringing or knocking, and/or are hard of hearing, take longer to get to the door, or requests that the driver rings the door bell. Next Day Reattempt Information Request/Next Day Reattempt is ONLY an option when creating the Information Request with a tracking number that has had a delivery attempt. When creating the case, it will be required to indicate if the caller received a door tag or a postcard. If the caller needs to provide delivery details for the next day’s delivery attempt or states the courier didn’t knock or ring the bell, use the Next Day Reattempt option to provide those instructions. If the caller provides a tracking number that has had 3 delivery attempts and they are requesting a fourth attempt, create a Next Day Reattempt request. NOTE: Next Day Reattempt requests are NOT guaranteed.

Scan Weigh and Key Scan: This occurs during the origin facility’s handling of the package. This scan includes weight, dimensions, pick-up details, and package services (shipper details, service, signature requirements, special handling, etc.).

Location Scan: Location scans can be used during pick-up, while in transit, and when a package is loaded onto a van. Be sure to review the Status/Comments for additional details about this scan type.

Ground Exception Scan: Ground has many different exception scans; all exception scans (for both pickups and package attempts/issues) are displayed as "Ground Exception xx/xxx". Be sure to review the Status/Comments for additional details related to the exception.

Trailer Scan: This scan type provides specific scan details, such as trailer destination and estimated arrival time.

Delivery Scan: This scan type contains the proof of delivery details, which may include the date, time, consignee name (if signed for), or the location the package was left at delivery.

Multi-Code Scan: This scan type contains the recipient details and provides COD details.

FedEx Ground Last Mile Optimization

As a reminder, Last Mile Optimization (LMO) packages begin in the FedEx Express network and are handed over to FedEx Ground for final delivery. These packages only qualify for LMO if their origin/destination pair allow for the shipment to retain the same commitment information within the Ground network. This allows for efficient delivery, a reduced carbon footprint, and partnership between OpCos. Please note, however, that this hand-off is not communicated to shippers or recipients; therefore, when tracking an LMO shipment, you should only advise the caller that FedEx will deliver. The 1Source Tracking Screen offers many components for identifying a LMO shipment, including the Ground Destination station identifier, the green FXG/HD Delivery flag in the header of the Scan Overview table, the GT/GD handling codes, and the inability to RTH the shipment (look for the red HAL icon).

Delivery Schedule FGE is not a time- or day-definite service. Packages take an average of 2-7 business days to be delivered to the recipient address. Additionally, packages going to Alaska, Hawaii, or the US territories may take longer to be delivered. The same may be true of military shipments.

USPS FGE allows for delivery to PO and APO/FPO/DPO boxes; these deliveries are completed by the USPS. All questions about deliveries made by USPS should be referred to USPS. When a customer calls in, please ensure that they have the full 22-digit USPS tracking number, which typically begins with a 92. You should then advise them to contact 1-800-ASKUSPS with their tracking number for further assistance.

NO MBG FOR FGE FGE shipments do NOT qualify for the Money Back Guarantee, no matter who makes the final delivery. Therefore, you should not transfer callers to Revenue for FGE shipments.

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Wrong Tracking # I'm sorry *CX NAME*, I'm veriryng the information you have provided me with the one I have on my system. And it seems like the shipper have given you the wrong Trk #. The name I have here and yours does not match, same with the address. Please reach out to your Shipper so they can help you with the rigth TRK#. Pckg lost (7 days with no movement) Rcpt I am so sorry *Cx name* the last time we have movement on this packg was seven days ago, after seven days without movement It's consider lost by fedex. Please contact you shipper so they can help you with the claim under lost packg and we'll do the rest with them Shipper I am so sorry *Cx name* the last time we have movement on this packg was seven days ago, after seven days without movement It's consider lost by fedex. Please filled a claim on Fedex.com Ghost Attempt (No REA option) I am so sorry *CX NAME* at this moment the only option avalible is a Redelivery for tomorrow. Let me sign you up for some Text notifications, that way we can let you know a better delivery time frame or a 30 minute notice if posible Phraseology Bad Call Survey Al rigthy *CX NAME* I'm sorry I couldn't help you futher today, but please i would apreciated if you take MY survey, it just from 1-5 and I would really aprecciated your feedback ON ME today, thank you and I REALLY HOPE YOUR DAY GETS A LOT BETTER. Restrictions I'm sorry *cx name* The reson we cannot put the resquest you'd like is because the Shipper payed little extra for security so in order to help you with that request we need them to get in contact with Us and we'll help you out.

CASES NOTES DRAFTS RETURN TO SHIPPER / RTS SHIPPER CL TO REQUEST TO HAVE THIS PCK RETURN BACK TO SENDER. PLS FU. THANKS. HOLD AT LOCATION RCP CL TO REQUEST TO HAVE THIS PCK ON HOLD AT THE LOCATION SELECTED. PLS FU. THANKS. DELAY RCPT/SHIPPER CI TO INFORM THAT HE/SHE HASN'T RECIEVE HIS/HER PKG YET. IT IS A VERY IMPORTANT PKG WICH HAS TO BE DELIVERED ASAP. THEREFORE, PLS TAKE CARE ABOUT IT, RUSH SHIPMENT AND BE AS MUCH COMMITED AS YOU CAN WITH THE NEW SCHEDULE DELIVERY OF THIS SHIPMENT. TY AND CALL BACK IF NECESARY DISPUTE TRACE RCP CI TO INFORM THAT HE/SHE DID NOT RECEIVE HIS/HER PKG. THEREFORE, PLS START A DISPUTE ON THIS PKG, TAKE CARE ABOUT IT AND CALL BACK AS SOON AS POSSIBLE. TY. DELIVERY INSTRUCTIONS RCPT/SHIPPER CI TO INFORM THAT HE/SHE WANT THIS PKG TO BE LEFT AT THE FRONTDOOR/FRONTYARD/GARAGEDOOR/BACKDOOR. THEREFORE, PLS TAKE IN MIND THOSE INSTRUCTIONS, AND DELIVER THIS PKG AS SOON AS POSSIBLE. BE AS MUCH COMMITED WITH THE NEW SCHEDULE DELIVERY. TY. CORRECT ADDRESS RCPT/SHIPPER CI TO INFORM THAT HIS/HER ADDDRES IS CORRECT. THEREFORE, PLS DELIVER THIS PKG ASAP, TAKE CARE ABOUT IT AND CALL BACK IF NECESARY. AND BE AS MUCH COMMITED AS YOU CAN WITH THE NEW SCHEDULE DELIVERY, BY THE WAY. TY. STOP TRACING RCPT/SHIPPER CI TO INFORM THAT HE/SHE HAVE RECIEVE THE PKG NOW. THEREFORE, PLS STOP TRACING PKG AND CLOSE THE CASE. TY. COMPLAINT RCPNT CI BC THERE WAS A FAILED ATTEMPT BC THE RCPNT WAS AT HOME HOWEVER THERE WERE SOMEBODY WAITING FOR THE PCKGE ALL DAY AND A DRIVER NEVER CAME IN, PLS MAKE SURE OF DELIVER PCKG TO THE RIGHT ADDRESS HOLD TO DELIVER SHIPPER CL TO REQUEST A HOLD TO DELIVER TO ADDRESS #####. THANKS. WHY TO MEMPHIS - THE REASON WHY THE PCKS GO TO MEMPHIS IS TO REDUCE THE NUMBERS OF FLIES WITHIN FEDEX TO GET THE PCK TO IT'S DESTINATION ASAP.

ADDRESS CORRECTION SHIPPER / CX CL TO REQUEST AN ADDRESS CORRECTION. THE NEW ADDRESS IS: CX PHONE #: PLS F/U DELIVERY ISSUE SHPPER / CX CL TO REPORT UNDELIVERED PCKG. COMMITMENT ALREADY ENDED PLEASE CALL ASAP AT PHONE NUMBER # TO CONFIRM STATUS OF THE PCKG AND NEW DELIVERY SCHEDULE. PLEASE F/U, THANK YOU! CX PHONE #: PLS F/U DISPUTES DELIVERY CX CL TO REPORT NOT DELIVERY PACKGE. IT IS CONCERN ABOUT IT. PLS CL BACK TO CONFIRM ITS STATUS. HE/SHE CHECKED EVERYWHERE AND THE PCK IS NOT THERE. PLEASE CALL THE CX BACK ASAP. CX PHONE #: PLS F/U HOLD AT LOCATION CX CL TO REQUEST THIS PKG BE HOLD AT THIS LOCATION: CX PHONE #: PLZ F/U

1 (800) 463-3339 - FEDEX NUMBER DOMESTIC: USA_OptOut_TRANSFER RST: USA_RST_DOM_TRANSFER (WARM) Case Owner: USA_Trace_INTL_TRANSFER FREIGHT: USA_FXF_EXP_TRANSFER / USA_FXF_LTL_TRANSFER TECH SUPPORT: USA_TSS_DotCom_TRANSFER REVENUE: USA_RevSvc_ TRANSFER INTERNATIONAL: USA_INTL_TRANSFER CANADA - USA_CAN_BILL_ENGLISH_TRANSFER SPANISH: USA_Spanish_TRANSFER PREMIER CUSTOMER SERVICE LINE (WARM) - USA_TRANSFER_USA_PCCARE_VOICE FARM - 8668109207 / USA_FARM Escalation_TRANSFER RECOVERY - 8005067580 DANGEROUS GOOD - 9013756806 CLAIM - USA_Claims_Triage_TRANSFER New Account Setup (Domestic) USA_New_Account_Setup_TRANSFER USA_FXO_TRANSFER (PRINT SERVICE) Recovery Collections: 1-800-506-7580 Liability Claims Department at 901-434-5400. (CAR ACCIDENT - EXPRESS) 8777141100 (CAR ACCIDENT - GROUND) 800-872-8025 FEDEX CORPORATE SECURITY PassPort 800-220-1899 -Email:fedexhelp@rushmypassport.com

FOUND ACCT NUMBER-Your FedEx Account Number can be found by logging into your FedEx account on the FedEx website. Navigate to My Profile. Click on Account Management in the left navigation panel. Your Account Number will be displayed to the right of your account nickname]

Tiempos de espera 10 seconds: If there is no answer : “If you can hear me, I cannot hear you. Please call back to 1 (800) 463-3339 Thank you, and have a good day”. 30 seconds: If the customer has not provided any information and has immediately placed you on hold, or if you hear hold music at the very beginning of the call. “If you can hear me, I cannot hear you. Please call back to 1 (800) 463-3339 Thank you, and have a good day”. 1 minute: If the customer has provided minimal information (such as an account number/tracking number) or has only stated a simple request (“I need a pickup”). “If you can hear me, I cannot hear you. Please call back to 1 (800) 463-3339 Thank you, and have a good day”. 3 minutes: If the customer has provided extensive information concerning a package or situation. “If you can hear me, I cannot hear you. Please call back to 1 (800) 463-3339 Thank you, and have a good day”.

Since we’re all set I hope you have a great rest of the day and if you don’t mind, before you go please stay on the line for a one quick question survey about my attention today. Where 5 is the best score, I would highly appreciate if you rate me. I will connect you with it right now”

Tough call: “(Apologize based on the caller’s situation and remind how we will solve the issue) (Caller’s name), but I hope you have a better rest of your day and if you don’t mind please stay on the line for a one quick question survey about my attention with you today. From a scale of 1 to 5 with 5 being the best, I would highly appreciate if you rate me. I will connect you to it right now” GLOBAL UPHOLSTERY SUPPLY

HOW TO SAY NO Is important to start to implement a few phrases or words that even when we are saying “no” to a customer, we may not impact their experience during the call and also will help us to avoid a call unnecessarily long with an angry customer. * Explain the customer the reason of why the request is not possible before saying “I can’t do that”. * The usage of “however” after paraphrasing is very useful, for example: “I understand that you require this package to be held at the location for you to pick it up, but the shipper has account’s restrictions that prevent us to do so, however, the package will be attempted tomorrow”. * And always go for the solutions (or solution) even if they are not “ideal” for the caller. In the example we can see three elements that will make the customer feel that is being assisted even though we are providing a “no”: Empathy (I understand…) + the “however” usage + and immediately after offer a solution. Example: “Same day reattempt is not a feature of the Ground Service; however, we will attempt to deliver the package tomorrow (or next business day)”. If the recipient won’t be available the next day, you can also offer a hold at location. So, we just told the customer that Ground doesn’t do same day reattempts and therefore he won’t get his package today but immediately after we offered options. Another important thing we must look after is to sound energetic and non-robotic in our interactions with our customers since the tone of voice is very important at the moment of providing a negative statement. Instead of “I can’t do that”, make it “I’m sorry, that is not an option right now, however, I can offer you these options…” For example: * If recipient: “I’m truly sorry, but the shipper has a restriction in their account so we cannot change the address, however, I advise you to please contact you shipper for further assistance”. * If shipper: “I’m truly sorry, but according to your account’s restrictions, that is not a possibility, however, I can offer you these options…”

andrea rosillo BONOS-? BRINDAR SOLUCION FINANCIERA JULIO 4 VIRTUAL 46 HRS 2.800.000 OPERACION LUNES MARTES MIERCOLES DOMINGO 11-8 JUEVES - VIERNES 12 A 8 SABADO DIA OFF TRAINING UN MES Y MEDIA LUNES A SABADO 10 A 7 SABADO 10-5 PM DOMINGO OFF TIPS GRUPALES JUEGO ROLES SOLUCION CONTENTA SOFT SKILLS NO TRANSFERIR