Notes

I hope you bear with us on our process now we give it a 72 hours to give chance for our drivers to explain like where did exactly left it cause sometimes we have cases that we were able to retrieve it and have it delivered on your doorstep ❤️

If worse case happens you dont have it for 72 hours kindly give us a callback as we will be opening a case ❤️

I understand what you're feeling right now, and I know that my apologies will not make the situation any better, but personally I want to say I'm sorry for what u have experienced.'

Picking pkg at Facility (GROUND) WITHOUT FARM
"I understand that you want to get your pkg at our facility, but we have received strict instructions from our ground stations that customers are not allowed to go there and pick it up.
HOWEVER, I can see here that this pkg doesn't have a restriction, we can go ahead and Redirect the pkg and hold it at a pick up location near your address, and to set your expectation, it will be there on the next delivery date.
(If customer agreed: Proceed with DTH case)
(If no and is very insistent to pick it up at facility and pkg is prio commodity: Transfer to CAT)

Picking pkg at Facility (GROUND) WITH FARM
"I understand that you want to get your pkg at our facility, however there are restrictions from your shipper, for you to pick this up, I highly suggest you contact your shipper so that they could make an exemption and lift the restriction for you."

SERVICE DELAY
I know that you are expecting your pkg to be delivered on time and I'm really so sorry for the delay. But upon checking the assigned station to deliver your pkg is experiencing surge and high volume of pkgs causing our deliveries to get delayed. They are actually few days behind schedule
I hope you can extend you patience with us
(IF NO CASE: CREATE CASE IF NEEDED)

CLAIMS
No movement *talkin to rcpnt
"Customer name, since this pkg doesn't show any movement for more than 7 days, I suggest you contact the shipper of your pkg so that they could file a LOST CLAIM and so that we could proceed with the LOST PACKAGE PROCEDURES"

No movement *talkin to shipper
Customer name, since this pkg doesn't show any movement for more than 7 days, I suggest you start filing a LOST CLAIM on this,so that we could proceed with the LOST PACKAGE PROCEDURES

SPIELS

DISPUTES/ DELIVERY ISSUE:
" I'm really so sorry that you still haven't your pkg, and rest assured that I will do my best to help!"

- " I can see here that you've entered the tracking number ending with ####, to better assist you, would you mind providing to me your name and listed delivery address?"

(Just incase the CALLER'S name is unlisted)
- "I don't see your name here, are the shipper or with the receiver?

RESOLUTION:
-" Thank you for verifying everything I need, here's what I will do for you, since you still haven't gotten your pkg, I will go ahead and escalate your tracking number to our trace team.
What's gonna happen, once our trace team got this report, they will contact the assigned dispatch and we will find out on what really happen to your pkg and on HOW SOON this pkg can really get delivered.
And once we have an update, we will call you back, may I have your best contact number please? How about the content of the pkg? thank you I will be submitting the case now

Closing the call
" All good! I've already escalated your tracking number, just make sure that your lines are open bcause as soon as we have an update we will call you back.

PCS spiel
" Im glad that I was able to assist, and before you go please stay on the line for my one quick survey, thank you" release

More SAMPLE SPIELS
ADDRESS CORRECTIONS, HAL, PKG RELEASE and FUTURE DELIVERY requests that has FARM
"I understand that you need to be (request) this pkg, but upon checking here there's a restriction here from the shipper that will not allow me to process your request. (u can also say: even if I try to submit it, it wouldn't work)
You have 2 options, it's either you contact your shipper to work on your request or you go online and log in to your fedex delivery manager and process it using your account

(If they said that they have "CONTACTED" 🙄 the shipper and they were given the approval)
I understand that you have contacted your shipper, but we need them on the line to process your request, because we will connect them over to our restrictions team once we have verified their account

Address Correction (Incorrect / Incomplete)
RCPT/SHIPPER CI REQ FOR ADD COR
NAME:
PHONE:
---
Address Correction (Original Address is Correct)
RCPT/SHIPPER CI TO REPORT ORIG ADD IS CORR. -DIRECTIONS FORM THE NEAREST MAIN ST. -LANDMARKS
NAME:
PHONE:
Reroute
SHIPPER CI REQ FOR RRT
NAME:
PHONE:

Deliver to Hold
RCPT/SHIPPER CI REQ FOR HAL
LOC:
NAME:
PHONE:

Reattempt
SHIPPER/RCPT CI TO REQ FOR REAT AND PACKAGE RLSE
NAME:
PHONE:

Stop Shipment Return
RCPT/SHIPPER CI TO REQ FR RETURN
NAME:
PHONE:

Stop Shipment Return - No longer living on the address
3RD PARTY CI RCPT NO LONGER LIVING ON THE ADDRESS
PICK UP:
NAME:
PHONE:

Controlled Release - only for waiving
ISR RCPT/SHIPPER CI REQ FOR RELEASE OF PCKAGE
NAME:
PHONE:

"since we're all set now (name of the caller) it will make may day if you're doing to stay on the line for my one question, this is my survey in how I assisted you today ok? (pause & wait for respond of the caller) thank you good by for now.

I just want to set your expectation that it is already peak season and we are getting unusually high volume of deliveries. During this peak season, POD scan is being updated during the commitment date and there is a possibility that we still have your package. Also, during this peak season a 72-hour timeframe will be implemented so you should get this package within 72 hours. If in any case you did not receive it within 72 hours, pls call us back so we can have it investigated.

(name of the caller) , I really apologize for the inconvenience but rest assured we are aware of the issue, we appreciate you taking the time to inform us about this, please keep your lines open we will reach out once we have further updates on your package. Please stay safe and have a wonderful day! (Release)"





"I apologize for the delay of your shipment _____. We are experiencing delays due to higher volumes than normal. In some instances, this has prevented us from completing a delivery as scheduled. We are working to complete the delivery of your shipment as quickly as possible. I hope that you can give our drivers more time and please continue to check the status of your shipment on FedEx.com."


" Mr/Mrs cx I understand that you would like to speak to a supervisor, I'm happy to inform you that you calling the right dept to trace your package. If you could give me a chance I'll be more happy to check the status of your package so that we can look for best option for you.

"I REALLY DO APOLOGIZE FOR THE INCONVIENIENCE, MY SUP WOULD PROBABLY TELL YOU THE SAME THING ABOUT THE PKG BEC WE HAVE THE SAME INFO GIVEN TO US BY THE SYSTEM. BUT REST ASSURED THAT I AM DOING MY BEST TO HELP YOU OUT WITH YOUR REQ/PKG."


"Hi Arman I'll be needing more than to check the tracking please allow me 1-2 more minutes ill be putting you on silence ill be working in the background just call my attention if you need anything"

Sorry to cut you off, i just want to clarify did you say about.......

"I'll work here in silence while I'm _________ if you do have a question don't you hesitate to ask me, Thank you"

"yeah John please stay on the line after this call for my one question survey, it make my day if you're doing to give me you feedback in how a assisted you today