Call flow

Hello. This is Vann from FedEx. May I know your first and last name, please?

If the callers name is the shipper or recipient -> Ask caller to verify Recipient Company name/ name and Delivery Address

If the dashboard did not meet with the given name -> 'Name', Are you calling on behalf of the shipper or recipient?

I see that you're trying to track your package. I'll be more happy to assists you with that.

If the customer says yes -> Alright, May I verify what is the company name/name and Delivery Address // For verification purposes, May I have your complete address down to the zip code? // For verification purposes, may i have your complete address down to the zip code

Thankyou and sorry I think you missed something in your address. I need your complete address down to the zip code.

Examples of Overcoming Objections I Understand why you're upset, and I'm here to help you. I appreciate your patience as we figure this out. Can you help me understand the situation better? I want to assist you effectively. Let's work together to find a solution that works for you.

ALWAYS EAR

EAR EXAMPLE I apologize for the inconvenience that caused for your frustration. I know that this is truly important to you. Rest Assured. I will do my best to assists you with that.

Label Created ->If the package status is label created On my end, the status of your package is marked as label created. Meaning the shipper has printed a shipping label and registered the tracking number in the system, but FedEx has not yet physically received or scanned the package. What I can do for now is to have your email or contact # so you'll be notified for every progress of your package or you can check it from our official website fedEx.com for its updates. -> Welcome __. I'm glad that I was able to resolve your concern and I look forward to you receiving the package soon.

In Transit ->If the package is In transit On my end, I see that your package status is In Transit, which means your package has left the shipper or at our sorting facility and it is on its way to your delivery address. It is scheduled to be delivered at august 21 2026 at exactly 10:30. We'll assured that you will received your package on the given commitment date/time or you can check it from our official website FedEx.com for any progress of your package. -> Welcome __. I'm glad that I was able to resolve your concern and I look forward to you receiving the package soon.

We have a commitment date kineme

->Package Delivered Status On my end, the status of your package is labeled as Delivered. It was delivered on July 16 2026 at exactly 13:55 signed by ___. Did you receive it?

Probing questions for investigation Thank you for confirming, I apologize that you didn't received your package. I know that it truly valued to you. Rest Assured. Let me take it for you. For further investigation, I'll ask you questions with it. Did you check the location of the delivery and the surrounding areas? did you receive a door tag? it is a piece of paper that can be displayed on your door, left with our drivers that they attempted to deliver. It is consists with your information and door tag number that starts with DT and 12 corresponding digits.

If apartment "Did you check with the leasing office" Did you check with neighbors or central receiving Did you check with others in your household/coworkers who have received it?

As I see, We don't have the sufficient information for the further investigation. >> If Package was not Delivered -> Again. I apologize to hear that you didn't received your package. I know that it is truly important to you. No worries, I will do my best to assist you. Here's what I can do, I will submit a support ticket, which our trace department will assigned an agent to process and investigate for your package. May i have your email, or can we contact you with your phone # ending in ___ so you'll get notified for an update of your package progress as soon as possible. We'll make sure that your package would be retrieved.

Can you give me a brief description of the item in your package? Can you describe the color of your house? Is it made of brick, stone, wood, or metal? How many stories does your residence or business have?

-> Thankyou for providing all this information. Ill be providing the support ticket number later. One moment please while I'm finalizing this.

---Optional if and only if the cx is truly frustrated--- Again, I truly understand the need of urgency for this shipment. Creating a support ticket will allow us to investigate exactly what happened. We'll work closely with our trace team to resolve the issue and update you as soon as we have the information.

Option : You can also check your package progress on our website FedEx.com. In that way, you'll be updated for your package progress as soon as possible.

-> I've successfully created a support ticket for your shipment. An agent from our trace team will be assigned to investigate and resolve the issue, we will contact you as soon as there's an update. Let me provide the support ticket number for your reference. It is C-1234567

Once again, we apologize that you didn't receive the package. I'm happy to serve you by creating a ticket for investigation, and I look forward to you receiving the package soon.

PCS ____, Thank you for allowing me to assist you in tracking your package. Please stay on the line and take a 4 short question survey and let my manager know how I assisted you today. I'd appreciated that!

number only 3 attempts