Standard Operating Procedure (SOP) for Customer Service Representatives (CSR) Handling Missed Deliveries When Customer Is
at Home
Objective: This SOP provides guidelines for Customer Service Representatives (CSRs) to handle customer calls regarding missed deliveries when the customer was at home. The goal is to assist the customer in rescheduling the delivery or arranging for a re-delivery attempt while maintaining a positive customer experience.
Responsibilities:
1. Customer Service Representative (CSR):
∙ Greet the customer warmly and professionally.
∙ Listen attentively to the customer's concern about the missed delivery.
∙ Verify customer information for accuracy.
∙ Provide options for rescheduling the delivery or arranging a re-delivery attempt.
Procedure:
1. Greet Customer:
∙ Start the conversation with a friendly greeting and introduction.
2. Listen and Understand:
∙ Allow the customer to explain their situation regarding the missed delivery when they were at home.
∙ Gather details about the order, tracking information, and the specific delivery attempt.
3. Verify Customer Information:
∙ Confirm the customer's identity by requesting and verifying essential details, including full name, contact information, and order specifics (order number, tracking number, etc.).
4. Advise Customer: Missed Delivery on the Same Day:
∙ Inform the customer that you will make an effort to have the driver return later in the day for the delivery attempt.
∙ Explain that if the re-delivery is not possible on the same day, a delivery attempt will be scheduled for the next business day.
5. Provide Reassurance:
∙ Reassure the customer that their concern is being addressed and that the delivery will be rescheduled as soon as possible.
∙ Offer to stay connected and provide updates if necessary.
6. Disposition and Documentation:
∙ Choose the appropriate disposition code in the system to indicate the nature of the call (missed delivery, re-delivery scheduled, etc.).
∙ Document the details of the interaction, including customer information, missed delivery circumstances, and actions taken.
7. Closing Interaction:
∙ Summarize the steps discussed for clarity.
∙ Thank the customer for their understanding and cooperation.
∙ Provide contact information for further assistance or inquiries.
By following this SOP, CSRs contribute to resolving customer concerns related to missed deliveries when the customer was at home, ensuring a prompt rescheduling of the delivery and maintaining a positive customer experience.