Escalation Procedure Updated 020915

Escalation UPS Procedure No.
Procedures Global Business Services 2011 01

Last Updated: 09 Feb 2015
GBS
Escalation Procedures
2/9/15 Escalation Procedures 1

Table of Contents
Page
Introduction (Web Directory, Escalation Resource List, Threat Escalations) 4
E-mail Escalations 7
Service Recovery Formal Letters 8
Service Recovery Amends 9
UII - UPS Initiated Intercept 10
CACH In-Transit Intercept Requests 11
Special Delivery Accommodations 12
Scheduled Pickup Service Failure 13
Delivery Change Request / UPS Delivery Intercept Service Failure 15
Out for Delivery Packages 16
Requests for Re-Delivery 17
In-Transit Packages 18
UPS Delivery Intercept Options Blocked 19
Customer Requests Immediate Resolution 20
No Call Back Received 21
Consignee Requests Claim Information 23
Requests to Modify a COD 24
Local Telephone Number Inquiries 25
Corporate Office Telephone Number / Address Requests 26
Employee Family Emergency Inquires 27
Vehicle Abandoned / Accident Inquiries 28
Continued on Next Page

Table of Contents (continued)
Page
Technology Concerns Automation / Websites / E-mail 30
Public Relations 31
Back to Table of Contents

Introduction
By definition, an escalation is a customer situation that does not fit within the CSRs guidelines and training. This also
includes specific customer demands for involvement from management personnel. In these scenarios, the customers
situation is escalated to the CSRs next level of contact; which could include a coach, team leader, advisor, supervisor or
manager.
When an escalation is necessary, the new contact should take the ownership immediately. It is not acceptable to ask the
customer to wait for a call back.
The following procedures categorize and define the most common escalation situations for the small package business
unit. However, this document does not list every escalation situation that may arise.
The following key points apply for each escalation procedure:
Obtain as much information as possible regarding the escalation prior to connecting with the customer. Once
connected, paraphrase the issue.
Maintain ownership of each escalation to ensure final resolution. Make every effort to improve the customers
experience.
Use excellent listening and speaking skills; empathize as appropriate
Allow the customer to vent when needed; dont take it personally
Document the resolution and/or any follow-up

o Existing ECM case Document in the Activities tab
o No existing ECM case Document in a new Contact History case.
o Include a summary of the escalation; include important details such as who you talked with, what center
you called, etc.
When applicable, enter a Corporate CSC ECM case (concern) only after the customer resolution is complete.
o Do not send as urgent
Adhere closely to the quality criteria during each escalated customer interaction.
Use every available resource to resolve the escalation
Contacting Other Departments
It may be necessary in some situations to contact a package center or other department to facilitate a resolution. Use
the District Telephone Directory (http://cscwebdirectory.ups.com/csta) as the first source for contacting small package
operations centers.
Not all package centers are open on Saturdays. If there is no response on a Saturday, try calling neighboring package
centers within the same hub (as indicated in the directory). Use the District Liaison link in the left column of the page to
access a list of Saturday District Liaison telephone numbers if a package center cannot be reached.
Customer Escalation Resource List

After exhausting all GBS resources, it may be necessary to contact an individual on the Customer Escalation Resource
list (http://wss.inside.ups.com/sites/csc/cscescalation/).
A coach, team lead, or supervisor must first involve their direct manager before calling any contacts on this list. Vendor
managers must get permission from the UPS manager on duty.
On the left side of the page you will see:
District Contacts Use when all normal GBS resources have been exhausted.
o Note: PCA can also use the additional guidelines in the PCA Only section as needed
GBS Threat Contacts Contains various contacts that need immediate notification when there is a threat to
UPS employees or property.
GBS Contacts Contains a variety of GBS-specific directories available for UPS personnel.
Threat Escalations
The GBS Global Threat Process is detailed at:

http://csc.inside.ups.com/csc/contents/processes/pdf/Bomb_and_Threat_Process_2010-11.doc

PCA Only
In general, a PCA is already empowered to follow many of the escalation steps found in this document through their
Ownership Guidelines. They should be able to evaluate the customers situation and resolve it to the customers
satisfaction most of the time.
Our customers expect us to demonstrate the same importance, significance, value and magnitude they have for their
situation.
In the event a situation escalates to you, it is critical that you take ownership until the situation is resolved in the
customers mind. Remember, you are the advocate for the customer and your level of follow-up and ownership are
critical to ensure success.
The Ownership Guidelines the PCA follow must rise to the next level during an escalation. Your success will be
measured by the outcome of your actions and results.
Contacting Other Departments/Customer Escalation Resource List
In addition to the contacts listed in this document, you will have the opportunity to utilize additional resources and
contacts to help resolve customer issues. Additional key contacts include the Operational Excellence Manager and the
Director of Sales.
After exhausting all of the GBS resources as noted in the sections above, follow the additional steps noted below:
District Contacts
o Use when all normal GBS resources have been exhausted.
o Site leadership may contact the Operational Excellence Manager or Director of Sales if you are unable
to resolve a situation locally.
o Site leadership should notify the CS Manager and/or UPS Site Contact of all situations escalated to the
Operational Excellence Manager or Director of Sales
o Site leadership must first involve their direct manager before calling any additional contacts on this list.
Vendor managers must get permission from the UPS manager on duty.

E-mail Escalation Procedures
Next Escalation Level Action
Scenario An e-mail request has been escalated either from the CSR or from a
specific customer request.
GBS Coach or Supervisor Use proper judgment to determine if a call to the customer would be more
appropriate. Use these guidelines:
The situation is complex and difficult to communicate in an e-mail
Necessary information to take action is missing and the situation is
time-sensitive
The standard back-and-forth e-mail communication may lead to
potential loss of service
There have been multiple back-and-forth responses without
resolution
If an outbound call is made:

Use an empathetic tone and offer a specific apology if necessary
Confidently offer to take ownership of the situation and assure the
customer you are more than capable of resolving their concern
Use the available escalation procedures as needed
Enter a note in RNT with the date/time of the call, the name of the
person you spoke with, and a summary of the conversation
If the customer would like an e-mail documenting the discussion,
send an e-mail with a summary of your conversation
Note: Always maintain ownership until the issue is resolved, and document
any escalation details as a Private Note, as well as an ECM Contact History
Case.

Service Recovery Formal Letters
Scenario Customer requests a written acknowledgement of a UPS service failure.
GBS Coach or Supervisor The purpose of an apology letter is to acknowledge a service failure and
express regret, such as a late delivery scenario.
An absolution letter takes it a step further by absolving the customer of any

wrong-doing. Such a letter may help the shipper avoid late fees or other
penalties assessed by the receiver.
Follow these guidelines for sending an apology and/or absolution letter:

Complete the Service Recovery form requesting the appropriate
letter
o The SLC Service Recovery department will return the letter
through email to the site making the request
Print the letter on UPS Letterhead
Sign and mail the letter to the customer
o Route the letter through the U.S. mail as the first option
o Only use a premium service for:
Time-sensitive customer inquiries
Customers who are insistent on a premium service
Note: Document all activities as an ECM Contact History Case
For more information on Service Recovery, see IRIS document 12601


Service Recovery Amends
Scenario A customer was greatly inconvenienced by a UPS error, and an

additional acknowledgement is appropriate to help salvage the business
relationship.
GBS Coach or Supervisor A customer amend is a personalized letter or gift that demonstrates sincere
regret for a service failure.
A customer amend is intended as an unexpected surprise after the concern

has been resolved. Its purpose is to provide an improved customer
experience and retain business.
Amend options:
Electronic Gift Card (preferred method)
Fruit Basket
Flowers
Shipment Coupons
Plant
Cookie Tower
Prepaid 1DA Letter
Guidelines for amends:

An amend should be appropriate to the service failure
An amend should be a rare exception, not the rule
Do not negotiate or discuss the possibility of an amend with the
customeramends are meant to surprise and delight
Do not use an amend to appease the customer in the heat of the
moment
Do not use an amend as a substitute for resolving their concern
o Most customers are satisfied with a prompt resolution
To request a customer amend:

Complete the appropriate sections of the Service Recovery form
Forward the form to the SLC Service Recovery e-mail at
svcrecovery@ups.com for completion of the request
Notes: Document all activities as an ECM Contact History Case
For more information on Service Recovery, see IRIS document 12601


UII UPS Initiated Intercept
Scenario A UPS service failure contributed to a receivers difficulty obtaining

their package, and additional delivery options are necessary to achieve
delivery.
GBS Coach or Supervisor UII enables internal UPS groups to intercept shipments and process delivery
changes without charging the shipper or the receiver. UII includes six
Intercept options:
The five familiar UDI options, and
Hold for Instructions (FSG Only)
A UII can only be applied to a shipment displaying:

Manifest scan with OPLD upload
In-Transit, Destination or Out for Delivery scan
UII is used only to recover from a previous UPS error. Examples include:
A CSR issued a DCR with an incorrect delivery address
The Package Center changed the delivery address to an incorrect
location
A shipment was delayed due to a missort and the consignee has
since left the destination address
A UII will automatically override and terminate a DCR.

If a DCR exists, inform the shipper that the consignees request will
be terminated
DO NOT inform the customer of the UII service offering. It is an internal

tool to be used by internal groups.
As with a UDI, a UII is not guaranteed. You are expected to check on the UII
progress and follow-up with the customer:
Track the package
Contact the Package Center by exception only
Issue the appropriate CSC Concern (if applicable) after issuing a UII. A UII
does not replace a concern.
For FSG Only: The Hold for Instructions UII is only used by an FSG
Supervisor after a request from UPS Security or a Package Center to
intercept a package.

CACH In-Transit Intercept Requests
Scenario A critical shipment was sent Ground by mistake and the customer is
requesting an in-transit intercept.
GBS Coach or Supervisor Available intercept options include:

Service level upgrade
Delivery to an alternate address
Saturday delivery upgrade
Hold for a courier pickup
First, determine if the package qualifies for a CACH intercept

It must be a critical shipment
The service level must be Ground
The last scan must be In-Transit to or Arrival at the CACH facility
If the package does qualify for this type of intercept:

Complete all required fields in the IRIS E-mail form 3593
Provide the actions and commitments found on the form
Maintain ownership and follow up with the customer to ensure they received a
response.

Special Delivery Accommodations
Scenario A residential consignee expresses dissatisfaction in the location where

the driver normally leaves packages and now requests a specific
delivery location.
GBS Coach or Supervisor Let the customer know you will contact the package center on their behalf
Provide the package center personnel with the customers request

Ask the center personnel if the customers request is one that can be
accommodated using CPaD (Customized Pickup and Delivery)
o Note: CPaD is an application the package center can use to
enter notes for a specific address. These notes provide
instructions for the driver through the DIAD when making
deliveries.
o Do not mention CPaD to the customer.
Follow-up with the customer to provide them with information you obtained
from the package center
Document the resolution in ECM


GBS Scheduled Pickup Service Failure
Scenario A pickup service failure has caused a need to upgrade the service level
for a customers critical shipment
GBS Coach or Supervisor If the package was not picked up:

Inform the customer you will take care of the difference in shipping
charges for the new service level
Instruct the customer to do the following:
o Create a new label for the package with the required service level
o Account Customer:
Process a Void for the original package
Inform the customer that you need the new tracking
number of the shipment to issue credit
Follow the Service Recovery procedure (located in
Corp GBS under Process and Procedures) for
processing the credit
o Non-Account Customer:
If the customer can create another label, continue to
follow the same procedure for an Account Customer
If the customer cant create a new label:
Use UPS Internet Shipping (UIS) or WorldShip to
produce a shipping label using your sites existing
account number
It is preferred to forward the shipping label to the
customer via e-mail
To e-mail the label (regardless of the shipping
system used):
Right click on the screen displaying the label
Click on the option Select All
Right click and select Copy
Paste the label in a new e-mail created from
Outlook to send to the customer
o Access Internet Pickup to schedule a pickup for the customer
Have a copy of the Internet Shipping label available to
enter the 1Z tracking number
Enter the customers pickup address
Use your sites existing account number for the pickup
fees
Continued on next page

GBS Scheduled Pickup Service Failure (continued)
GBS Coach or Supervisor o If the customer does not have access to e-mail:
Inform the customer a manual shipping document will be
used
Schedule a pickup using applicable steps above and
enter the following information in the special instructions
field:
o Shipment upgrade driver should enter account
number XXXXXX on the shipping document for
the customer
If the package was picked up late and is currently in transit:

Obtain the tracking number from the customer
Use the CACH Intercept procedure if applicable
Use the CSC District Telephone Directory to contact the Package
Center where the package was last scanned
o Inform the Package Center OMS of the situation
o Ask the Package Center OMS to arrange to upgrade the package
If the Package Center is not able to upgrade the package:
o Notify the customer of the situation
o Offer to continue to track the package and provide updates as
they become available
o If the customer insists on upgrading the package, escalate the
call to your manager
GBS Manager Politely and confidently inform the customer that we have made all possible
attempts to upgrade the package
Inform the customer that the Supervisor will continue to track the package
and call the customer with any updated information
DCR / UDI Service Failure

Scenario A service failure caused by a DCR or UDI contributed to the package not
arriving at the intended consignees location.
GBS Coach or Supervisor If a DCR/UDI package is In-Transit to an incorrect destination due to any
UPS error:
Follow the procedure for issuing a UII
If unable to process a UII:
o Use the CSC District Telephone Directory to contact the
destination Package Center
Inform Package Center of situation
Ask the Package Center to retrieve package
Make arrangements to forward package to correct
consignee address
If DCR/UDI Package is being returned in error:

Contact the shipper and explain reason for package being returned
Ask the shipper to re-ship the package to the consignee
Offer to reimburse the shipper for the shipping charges
For processing reimbursement, follow the Service Recovery
Procedure
Schedule a follow-up with the customer to confirm the service
recovery was received
Document the Call

If the error was caused by the original destination Package Center:
o Enter a 2nd Request DCR/UDI in eTT
o Enter an ECM Concern to the Original Delivery Attempt Address
If the error was caused by the CSR who input the DCR/UDI:
o Issue a CSC Concern to the originating GBS site that entered
the inaccurate information
Out for Delivery Packages
Scenario A consignee demonstrates a critical need for a package with an Out for
Delivery scan.
GBS Coach or Supervisor If the customer is persistent in receiving more information after being provided
with standard delivery options

Notify the package center of the customers urgent need

Verify the progress and location of the package
If the center is able to contact the driver with the package:
o Ask if there is an estimated time when the package will be
delivered
o Inform the customer of the delivery status
o If the package must arrive sooner than the planned time, ask the
package center to contact the customer to discuss possible
arrangements
o Create a contact history case in ECM to document who you
spoke with from the Center and the resolution
If the center is unable to contact the driver with the package:
o Assure the customer that you are confident the driver will deliver
the package by the scheduled delivery date and time
o As needed, offer to continue to monitor the package and provide
the customer with updates as they become available
o Help the customer input a tracer if needed
o Create a contact history case in ECM to document who you
spoke with from the Center and the resolution
Suggest My Choice as an option for the customer to control future deliveries.

Request for Re-Delivery after Delivery Attempt
Scenario A consignee demonstrates a critical need for a package that was

attempted for delivery earlier in the day.
GBS Coach or Supervisor Politely reinforce SDWC and other DCR options offered by the CSR.
Only under urgent circumstances, if the customer does not accept any of
these options:
Contact the package center to see if a 2nd attempt for delivery can be
made
If the center can arrange a second delivery attempt, notify the
customer of the arrangements
If the center cannot arrange a second delivery attempt, re-state the
SDWC and DCR options
Create a contact history case in ECM and document who you spoke
with and the resolution provided to the customer
Suggest My Choice as an option for the customer to control future deliveries.

In-Transit Packages
Scenario A consignee demonstrates a critical need for a package currently in

transit.
GBS Coach or Supervisor If the customer informs you that the package is needed for a critical situation,
check to see if a CACH Intercept is available.
If it does not qualify for a CACH Intercept, explain that the package must
display a specific scan type that will assist with locating the package.
Until this scan appears, it is realistically not possible to do anything
further
Do not create false expectations for the customer
If the scheduled delivery date is the following day, inform the customer you
will continue to track the package throughout the day
If there is a package status change, you will call the customer with
this information
If the customer is satisfied, document the resolution
If the customer is not satisfied, is persistent or describes a negative
effect this situation will and all options have been exhausted:
o Document actions in ECM
o Escalate the call to your Manager
GBS Manager Empathize with the customers situation
Inform them that you will continue to track the package for any updates and
keep them informed of any changes.
Track the Package

Maintain the information and track package later in day and if
necessary, on the next business day
If package status changes, call the customer with updated
information
If the package status does not change and it is past 24 hours of the
last scan and a tracer is necessary input a tracer
Document the resolution in ECM

UPS Delivery Intercept Options Blocked
Scenario A shipper demonstrates the need to change delivery options for an

urgent package; however they are blocked from issuing a UDI over the
phone.
GBS Coach or Supervisor Politely and firmly reinforce the reasons why you cannot process an intercept.
Offer to walk the customer through creating a UDI on their shipping system.
Offer to contact their Sales Resource through Outlook in an attempt to get the
UDI block removed sooner.
If the customer refuses all options, and continues to request an intercept:

Locate a phone number for the customer in CRIS
Inform the customer that you will call the phone number located
under their account to verify you are speaking to an authorized party
If the customer is available at the phone number you try
o Process a UII
o Contact the Sales Resource and request to unblock the UDI
If you are not able to get a hold of the customer through the phone
number in CRIS
o Do not process a UII
o If the customer gave you an alternate phone number, contact the
customer at that phone number and inform them that you will not
be able to process the intercept
o Reinforce the need to either create the UDI through their shipping
system or contact the Sales Resource to remove the UDI block

Customer Requests Immediate Resolution
Scenario The caller has refused to wait for a call back to resolve their situation
and insists on immediate assistance.
GBS Coach or Supervisor Discuss the actions that have been taken to resolve the inquiry
Inform the customer that although you can directly contact the department
needed, it may take some time to obtain a resolution.
Make an outbound call to the appropriate group (i.e. package center, claims)
to obtain the information for the customer
If you are not able to resolve the issue right away:

Document your activities in an ECM Contact History Case
Maintain ownership until the issue is completely resolved

No Call Back Received
Scenario A customer indicates they have previously been promised a call back,
but they have not yet been contacted.
GBS Coach or Supervisor This may be a second or third call concerning the same situation and the
request may or may not be retrieved in ECM.
You should call the package center or department directly:

Ask for an OMS, if not available, ask for a management person to
assist with the situation
Inform them of the situation and request they contact the customer
immediately
Create a contact history case in ECM and document who you spoke
with and the resolution
Follow-up with the customer to ensure a call back was made:

After one hour, check on the progress of the original case
o Retrieve the case in ECM and view the Resolution Text
o If the comments indicate the customer was contacted, the inquiry
is closed
o If there are no comments, call the customer and ask if a call was
received
o If the customer received a follow-up call, update the Activities tab
of the existing case with this information
If the customer did not receive a call:

Call the package center/department and ask about the delay in
contacting the customer
If they forgot to call the customer, ask that they contact the customer
immediately
If they will not contact the customer:
o Escalate the call to your Manager
o Follow-up with the customer and inform them that the situation
will be resolved
Continue on Next Page

No Call Back Received (continued)
GBS Manager When you are informed of the situation that requires your assistance, call the
package center/department and ask for the Business/Department Manager:
Explain the situation and ask that they contact the customer
immediately
After a reasonable amount of time has elapsed, call the customer to
confirm their issue has been resolved
If the customer is satisfied:
o For inquiries not found in ECM, create a Contact History case
and document the resolution
o For inquiries that were found in ECM, document the resolution in
the Activities tab
If the customer is not satisfied or did not receive a call:
o Follow up with the Business/Department Manager until a
resolution for the customer is reached

Consignee Requesting Claim Information
Scenario A consignee insists on receiving claim information for their package.
GBS Coach or Supervisor In this situation, it is realistically not possible to do anything further.
Do not create false expectations for the customer.
Kindly restate that all claims are handled directly with the shipper
If the customer is not satisfied, is persistent, or describes a negative effect

this situation will have and all options have been exhausted:
Document your actions as an ECM Contact History Case under the
customers profile
Escalate the call to your manager
GBS Manager Empathize with the customers situation
Explain to the customer that all claims are handled directly with the shipper
Document your actions as an ECM Contact History Case


Requests to Modify a COD
Scenario A shipper requests to modify the COD for a package that has already
been shipped.
Background Standard UPS policy is not to alter or remove a COD tag from a package. No
system or consistent procedures exist in our Package Centers to
accommodate these requests. Additionally, our Finance and Accounting and
DIAD systems have measures in place that can actually result in the COD
amount being automatically remitted to the shipper in certain scenarios,
using UPS funds!
GBS Coach or Supervisor In a respectful and firm voice reiterate that we cannot alter the terms of a
COD shipment.
Emphasize that in order to protect both our customers and UPS, we do not
alter CODs.
Provide the available options as needed (see IRIS document 7828)
If the customer objects, stating that we have previously altered a COD for
them, provide a sincere, specific apology, but do not attempt to arrange the
request.
Do not contact the package center or Sales Resource to pass ownership:

If the customer threatens to divert business or requests their Sales
Resource, contact the Sales Resource to update them on the
situation
IRIS document 7828 mentions a limited number of shippers have a

contractual service that enables them to alter a COD shipment.
If a shipper asks for this service, send a Case to the Sales Resource.
Do not discuss the service or speculate whether or not their Sales
Resource will be able to offer a contract

ESCALATION UPS Procedure No.
PROCEDURES Global Business Services 2011 01
Local Telephone Number Inquiries
Scenario A customer requests the local package center telephone number
GBS Coach or Supervisor Confidently inform the customer you can help them with their situation.
Use all of your available skills and resources to assist the customer
You may be required to call the package center or other group to
initiate a resolution
Ask the package center to contact the customer if the situation is
ongoing or urgent
If you are able to resolve the inquiry for the customer

Document your actions and the resolution as an ECM contact history
case

Corporate Office Telephone Number and/or Address Requests
Scenario A customer requests the phone number or address to the Corporate

Office.
GBS Coach or Supervisor During the conversation, attempt to obtain as much information as possible.
If the customer agrees to provide information to you:
Determine the type of inquiry
Express empathy and provide a specific apology as needed
If applicable, locate the original form (ECM case, billing adjustment,
etc)
If reimbursement is involved, follow the Service Recovery procedure
Depending on the customers situation, notify your manager to assist
with a resolution for the customer
Document resolution as an ECM contact history case
If the customer does not agree to provide information to you, escalate the call
to your manager.
GBS Manager Inform the customer you will be able to give them the Corporate Office
telephone number and/or address. Express that before you do so, you would
like an opportunity to resolve their situation.
Inform the customer that, ultimately, these situations are referred to
the incident location for resolution.
If the customer agrees to provide information to you:

Determine the type of inquiry
Express empathy and provide a specific apology as needed
If applicable, locate the original form (ECM case, billing adjustment,
etc)
If reimbursement is involved, follow the Service Recovery procedure
Document resolution as an ECM contact history case
If the customer does not provide information to you, offer the UPS Corporate
Office information as requested.
Hours of Operation: 8 to 6 pm EST, Monday Friday
Inform UPS On-Site Staff you provided Corporate Office information and
document the situation in ECM.

Employee Family Emergency Inquiries

Next Escalation Level Action:
Scenario A caller is attempting to contact a UPS employee due to a family

emergency.
GBS Coach or Supervisor Gather information about the employees work location
Access the GBS Telephone Directory to find the package center
telephone number
Call the package center to inform them about the situation
If the package center cannot help you locate the employee, initiate a call to
the UPS District Human Resources department.
Scroll to the bottom of the GBS Telephone Directory:

Locate the Human Resources phone number for the District
Call the number for Human Resources

Vehicle Abandoned/Accident Inquiries
Scenario A caller reports a UPS vehicle has been in an accident or abandoned on

the side of the road.
GBS Coach or Supervisor Obtain a location of the occurrence in order to notify the appropriate package
center
Ask the customer if they know the ZIP Code, city and/or street name
where the incident occurred
Ask the customer if they have the vehicle number

Vehicle identification numbers are gold and are on all sides of the
vehicle
Use the Center Search feature of eTT to find the SLIC:

Access the CSC District Telephone Directory to find the package
center telephone number
Call the package center to inform them about the situation
If the caller is unable to determine the ZIP Code, but can recall the street
names and city:
Attempt to locate the ZIP Code on www.usps.com using the ZIP
Code lookup functionality
If the ZIP Code cannot be located, call a package center within the district
where the city is located:
Inform the package center of the street names where the package car
is located
The package center should be able to direct you to the correct center
If the package center is not able to assist, escalate the situation to your
manager for assistance.
GBS Manager Assist the GBS supervisor in locating the package center to notify of the
situation.
Once located, call the package center and inform them of the situation.
Ask the GBS supervisor to document the resolution in an ECM contact history
case.

Technology Concerns Automation/Websites/Email
Scenario A customer has reported a technology issue and requests follow up on

their feedback.
GBS Coach or Supervisor Attempt to satisfy the customer by explaining that UPS is very concerned
when our customers experience problems with our technology solutions. We
use the information our customers provide to continually improve upon the
ease-of-use and convenience of our websites and telephone automation.
If the customer is still insistent on follow-up, consult with the person to whom
you report on the appropriate next steps. Options include:
Contacting the appropriate GBS representative for the system
involved for guidance
o This may include opening a problem log on certain items
o It may consist of gaining information on future system
enhancements, or
o It may consist of a commitment that the customers issue will be
taken into consideration by our systems partners

Public Relations Inquiries
Scenario Customer requests a public relations interview or telephone number.
GBS Coach or Supervisor All media requests must be referred to Susan Rosenberg in Corporate
Public Relations.
The telephone number to give is 404-828-6130
Do not speculate on the situation
Inform On-Site UPS Staff and your manager about the content or subject of
any calls involving a reference to Corporate Public Relations.

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Escalation Procedure Updated 020915

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Escalation UPS Procedure No.

Procedures Global Business Services 2011 01

2/9/15 Escalation Procedures 1

Introduction (Web Directory, Escalation Resource List, Threat Escalations) 4

Service Recovery Formal Letters 8

Service Recovery Amends 9

UII - UPS Initiated Intercept 10

CACH In-Transit Intercept Requests 11

Special Delivery Accommodations 12

Scheduled Pickup Service Failure 13

Delivery Change Request / UPS Delivery Intercept Service Failure 15

Out for Delivery Packages 16

Requests for Re-Delivery 17

UPS Delivery Intercept Options Blocked 19

Customer Requests Immediate Resolution 20

No Call Back Received 21

Consignee Requests Claim Information 23

Requests to Modify a COD 24

Local Telephone Number Inquiries 25

Corporate Office Telephone Number / Address Requests 26

Employee Family Emergency Inquires 27

Vehicle Abandoned / Accident Inquiries 28

Continued on Next Page

2/9/15 Escalation Procedures 2

Table of Contents (continued)

Technology Concerns Automation / Websites / E-mail 30

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2/9/15 Escalation Procedures 3

The following key points apply for each escalation procedure:

Use excellent listening and speaking skills; empathize as appropriate

Allow the customer to vent when needed; dont take it personally

Document the resolution and/or any follow-up

Use every available resource to resolve the escalation

Contacting Other Departments

Customer Escalation Resource List

2/9/15 Escalation Procedures 4

On the left side of the page you will see:

The GBS Global Threat Process is detailed at:

2/9/15 Escalation Procedures 5

Contacting Other Departments/Customer Escalation Resource List

2/9/15 Escalation Procedures 6

E-mail Escalation Procedures

Next Escalation Level Action

If an outbound call is made:

2/9/15 Escalation Procedures 7

Service Recovery Formal Letters

Next Escalation Level Action

Scenario Customer requests a written acknowledgement of a UPS service failure.

An absolution letter takes it a step further by absolving the customer of any

Follow these guidelines for sending an apology and/or absolution letter:

Note: Document all activities as an ECM Contact History Case

For more information on Service Recovery, see IRIS document 12601

2/9/15 Escalation Procedures 8

Service Recovery Amends

Next Escalation Level Action

Scenario A customer was greatly inconvenienced by a UPS error, and an

A customer amend is intended as an unexpected surprise after the concern

Guidelines for amends:

To request a customer amend:

Notes: Document all activities as an ECM Contact History Case

For more information on Service Recovery, see IRIS document 12601

2/9/15 Escalation Procedures 9

UII UPS Initiated Intercept