FedEx Agent Journey 1

AGENT JOURNEY

Same-day Pick Up

Same-day Reattempt

Address Correction

Same-day Pick Up

GROUND

Not Applicable

Same-day Pick Up

Happens when there's a DEX 08 and customer wants package pick up after an unsuccesful attempt

EXPRESS

If Station ETA IS available under DEX 08 Scan.

If Station ETA IS NOT available under DEX 08 Scan.

If Station ETA IS available under DEX 08 Scan.

Recipient/ Shipper

If Customer agrees to HAL, process the request.

If Customer agrees to HAL, process the request.

If Station ETA IS NOT available under DEX 08 Scan.

Same-day Reattempt

Not Applicable

GROUND

Same-day Reattempt

If NOT okay with Same Day Pick Up Recommendation or Insisting for futher assistance

If OKAY with Same Day Pick Up

If NOT okay with Same Day Pick Up Recommendation or Insisting for further assistance.

EXPRESS

Recipient/ Shipper

Met

Not Met

Not Met

If OKAY with Same Day Pick Up

Guidelines PO, FO, High Risk/Priority & before 1:00PM local Destination time

Create a Same Day retattempt case in Bridge

Met

Address Correction

GROUND

Address Correction

Happens when there's an Incorrect street name or street number, Missing apartment or suite number , and/or Invalid zip code

EXPRESS

Address Correction

If Caller insists: DO NOT create a case. DO NOT escalate the call.

Deliver the Caller Containment Phraseology:

Contact shipper

"For the security of the shipment, only Shippers can authorize an address correction. Please contact your Shipper for further questions."

No attempt or no bad address scan

No attempt or no bad address scan

After an attempt (Ground Exception 04) OR Bad Address Scan is present (Postcard Sent, Address Search, UTL, Incorrect Recepient Address)

Contact shipper

Recipient

Recipient

Shipper

After an attempt (Ground Exception 04) OR Bad Address Scan is present (Postcard Sent, Address Search, UTL, Incorrect Recepient Address)

Offer FDM if available. If not, Create a Case in Bridge

No FARM

No FARM

With FARM

Not Allowed for All

Combination/ Allowed by Exception

Contact Shipper

Not Allowed for All

Residential

Residential

Business

With FARM

Check FARM

Combination/ Allowed by Exception

Contact shipper

GROUND

Contact the authorized individual within your organization

Not Allowed for All

Combination/ Allowed by Exception

Not Allowed for All

Business

Combination/ Allowed by Exception

Transfer to FARM

Shipper

No FARM

With FARM

Check FARM

Verify Account Information

Create a case in Bridge

No FARM

Not Allowed for All

Click here.

With FARM

Contact the account executive within your organization

Not Allowed for All

Combination/ Allowed by Exception

Combination/ Allowed by Exception

Transfer to FARM

Address Correction

If Caller insists: DO NOT create a case. DO NOT escalate the call.

Deliver the Caller Containment Phraseology:

Contact shipper

"For the security of the shipment, only Shippers can authorize an address correction. Please contact your Shipper for further questions."

No attempt or no bad address scan

No attempt or no bad address scan

After ab attempt (DEX 08) and Bad Address Scan is present (DEX 03)

Contact shipper

Recipient

Recipient

Shipper

Offer FDM if available. If not, Create a Case in Bridge

No FARM

No FARM

With FARM

After an attempt (DEX 08) and Bad Address Scan is present (DEX 03)

Not Allowed for All

Not Allowed for All

Combination/ Allowed by Exception

Contact Shipper

Residential

Residential

Business

With FARM

Check FARM

Combination/ Allowed by Exception

Contact shipper

EXPRESS

Contact the authorized individual within your organization

Not Allowed for All

Not Allowed for All

Combination/ Allowed by Exception

Business

Combination/ Allowed by Exception

Transfer to FARM

Shipper

No FARM

No FARM

With FARM

Check FARM

Verify Account Information

Create a case in Bridge

Not Allowed for All

With FARM

Not Allowed for All

Combination/ Allowed by Exception

Combination/ Allowed by Exception

If Caller insists that you process the request: DO NOT create a case. DO NOT escalate the call.

Deliver the Caller Containment Phraseology: "I apologize and understand your frustration. For security purposes, this request is no longer available through customer service. This request will need to be completed by your Account Executive. You can reach out to them for any additional questions or concerns. Thank you afor understanding, I must release the call now."

If Caller insists: DO NOT create a case. DO NOT escalate the call.

Deliver the Caller Containment Phraseology: "I apologize and understand your frustration. For security purposes, this request is no longer available through customer service. You can reach out to your Shipper with any additional questions or concerns. Thank you afor understanding, I must release the call now."

If Caller insists that you process the request: DO NOT create a case. DO NOT escalate the call.

Deliver the Caller Containment Phraseology: "I apologize and understand your frustration. For security purposes, this request is no longer available through customer service. This request will need to be completed by the Shipper. You can reach out to your Shipper with any additional questions or concerns. Thank you afor understanding, I must release the call now."

If Caller insists that you process the request: DO NOT create a case. DO NOT escalate the call.

Deliver the Caller Containment Phraseology: "I apologize and understand your frustration. For security purposes, this request is no longer available through customer service. This request will need to be completed by the Shipper. You can reach out to your Shipper with any additional questions or concerns. Thank you afor understanding, I must release the call now."

If Caller insists that you process the request: DO NOT create a case. DO NOT escalate the call.

Deliver the Caller Containment Phraseology: "I apologize and understand your frustration. For security purposes, this request is no longer available through customer service. This request will need to be completed by the Shipper. You can reach out to your Shipper with any additional questions or concerns. Thank you afor understanding, I must release the call now."

If Caller insists that you process the request: DO NOT create a case. DO NOT escalate the call.

Deliver the Caller Containment Phraseology: "I apologize and understand your frustration. For security purposes, this request is no longer available through customer service. This request will need to be completed by the Shipper. You can reach out to your Shipper with any additional questions or concerns. Thank you afor understanding, I must release the call now."

If Caller insists that you process the request: DO NOT create a case. DO NOT escalate the call.

Deliver the Caller Containment Phraseology: "I apologize and understand your frustration. For security purposes, this request is no longer available through customer service. This request will need to be completed by the Shipper. You can reach out to your Shipper with any additional questions or concerns. Thank you afor understanding, I must release the call now."

Transfer to FARM Escalation Team: “For security of your shipment, the shipper selected some restrictions on this account. I will transfer you to the team who may be able to assist with this request.”

If Caller insists that you process the request: DO NOT create a case. DO NOT escalate the call.

Deliver the Caller Containment Phraseology: "I apologize and understand your frustration. For security purposes, this request is no longer available through customer service. This request will need to be completed by the Shipper. You can reach out to your Shipper with any additional questions or concerns. Thank you afor understanding, I must release the call now."

Shipper to contact the authorized individual within their organization. “For security of your shipment, your company has selected some restrictions that do not allow us to process this request. If you have any questions, please contact the account executive within your organization for further assistance.”

If Caller insists: DO NOT create a case. DO NOT escalate the call.

Deliver the Caller Containment Phraseology: "I apologize and understand your frustration. For security purposes, this request is no longer available through customer service. You can reach out to your Shipper with any additional questions or concerns. Thank you afor understanding, I must release the call now."

If the caller does not know the Authorized Individual within their organization, submit a Saleslead/iSell Request

If Caller insists that you process the request: DO NOT create a case. DO NOT escalate the call.

Deliver the Caller Containment Phraseology: "I apologize and understand your frustration. For security purposes, this request is no longer available through customer service. This request will need to be completed by your Account Executive. You can reach out to them for any additional questions or concerns. Thank you afor understanding, I must release the call now."

If Caller insists: DO NOT create a case. DO NOT escalate the call.

Deliver the Caller Containment Phraseology: "I apologize and understand your frustration. For security purposes, this request is no longer available through customer service. You can reach out to your Shipper with any additional questions or concerns. Thank you afor understanding, I must release the call now."