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On demand p/u's and CSR's
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<blockquote data-quote="dilligaf" data-source="post: 882992" data-attributes="member: 11476"><p><span style="font-family: 'comic sans ms'"><span style="font-size: 12px"><span style="color: #800080">Dave, It's not 'delivery' commit times that are the focus. You misread. It's the air drop commit that is the problem. I should have clarified this in my original post - In my area we have to have our outbound air at the drop points at a specific time. In the case of my rte yesterday, the drop time is 4:30. The driver that does the area that had the OCA p/u doesn't get to his delivery area until around 5 so it is impossible for him to make the air drop. (I should say here that the other driver delivers the majority of his rte in a completely different zip code.) If this pickup had been an NDA it would have had to have been picked up and taken to the air drop point prior to 4:30. As I am closer to this delivery area (but it's not on my rte) I would have had to pick it up. Not a problem except that it happens to often, and yesterday would have be one of those times, that I waste my time and miles going to pick up something that I DIDN'T need to. The same thing applies to OCA that I get that is legitimately mine but I may not necessarily need to break off trace to make the air drop commit. If ATL wound implement a simple change - 1DA, 2DA, 3DS or INT then I could look at an OCA and know immediately how it needs to be handled. I wouldn't have to waste time getting a hold of the ctr to clarify service levels. I guarantee that there are many many drivers that would appreciate this simple change. There are many areas across the country that have to deal with the same thing that we have to. </span></span></span></p><p><span style="font-family: 'comic sans ms'"><span style="font-size: 12px"><span style="color: #800080"></span></span></span></p><p><span style="font-family: 'comic sans ms'"><span style="font-size: 12px"><span style="color: #800080">Our air has to get back to the ctr and then be driven down to Phoenix which is almost a 2 hour drive. It has to make the plane. We don't have the luxury of being next door to an airport. </span></span></span></p><p><span style="font-family: 'comic sans ms'"><span style="font-size: 12px"><span style="color: #800080"></span></span></span></p><p><span style="font-family: 'comic sans ms'"><span style="font-size: 12px"><span style="color: #800080">Now for the the ground p/u. I should have clarified this as well. Both scenarios involve 2 different rural rtes. I don't have the luxury (again) of having an MBE next door. In our case we don't even have MBE's anymore. We have 2 UPS stores and neither are anywhere near the rural rtes. In both cases (the ground and the air p/u) I would have had to break off and drive back to the next town to drop them off and that isn't going to happen unless it is absolutely necessary. As far as the ground p/u I didn't cxl it and you are right, that is exactly what I should have done. I have no doubt though, that the customer got his money back (hehehe). I wouldn't want to have been the CSR that he talked too when he called back. And of course I sympathize with the customer, NO I wouldn't want to spend 12$ unnecessarily. This was not the point of my original post. My point was and remains to be, our CSR's don't know what they are doing. I've heard the same complaint time and time again. Customers call in for what ever reason and our CSR's don't know how to handle what ever needs to be taken care of. </span></span></span></p></blockquote><p></p>
[QUOTE="dilligaf, post: 882992, member: 11476"] [FONT=comic sans ms][SIZE=3][COLOR=#800080]Dave, It's not 'delivery' commit times that are the focus. You misread. It's the air drop commit that is the problem. I should have clarified this in my original post - In my area we have to have our outbound air at the drop points at a specific time. In the case of my rte yesterday, the drop time is 4:30. The driver that does the area that had the OCA p/u doesn't get to his delivery area until around 5 so it is impossible for him to make the air drop. (I should say here that the other driver delivers the majority of his rte in a completely different zip code.) If this pickup had been an NDA it would have had to have been picked up and taken to the air drop point prior to 4:30. As I am closer to this delivery area (but it's not on my rte) I would have had to pick it up. Not a problem except that it happens to often, and yesterday would have be one of those times, that I waste my time and miles going to pick up something that I DIDN'T need to. The same thing applies to OCA that I get that is legitimately mine but I may not necessarily need to break off trace to make the air drop commit. If ATL wound implement a simple change - 1DA, 2DA, 3DS or INT then I could look at an OCA and know immediately how it needs to be handled. I wouldn't have to waste time getting a hold of the ctr to clarify service levels. I guarantee that there are many many drivers that would appreciate this simple change. There are many areas across the country that have to deal with the same thing that we have to. Our air has to get back to the ctr and then be driven down to Phoenix which is almost a 2 hour drive. It has to make the plane. We don't have the luxury of being next door to an airport. Now for the the ground p/u. I should have clarified this as well. Both scenarios involve 2 different rural rtes. I don't have the luxury (again) of having an MBE next door. In our case we don't even have MBE's anymore. We have 2 UPS stores and neither are anywhere near the rural rtes. In both cases (the ground and the air p/u) I would have had to break off and drive back to the next town to drop them off and that isn't going to happen unless it is absolutely necessary. As far as the ground p/u I didn't cxl it and you are right, that is exactly what I should have done. I have no doubt though, that the customer got his money back (hehehe). I wouldn't want to have been the CSR that he talked too when he called back. And of course I sympathize with the customer, NO I wouldn't want to spend 12$ unnecessarily. This was not the point of my original post. My point was and remains to be, our CSR's don't know what they are doing. I've heard the same complaint time and time again. Customers call in for what ever reason and our CSR's don't know how to handle what ever needs to be taken care of. [/COLOR][/SIZE][/FONT] [/QUOTE]
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