Standard Operating Procedure (SOP) for Customer Service Representatives (CSR) Handling Tracking Number Issues on ShipTrack
Objective: This SOP provides guidelines for Customer Service Representatives (CSRs) to effectively assist customers who encounter issues with tracking numbers not appearing on Shiptrack. The goal is to address the concern, provide accurate information, and guide customers toward appropriate actions.
Responsibilities - Customer Service Representative (CSR):
∙ Greet the customer in a professional and welcoming manner.
∙ Listen attentively to the customer's concern regarding the missing tracking number on Shiptrack.
∙ Express empathy and understanding.
∙ Verify customer information for accuracy.
∙ Explain the situation and guide customers on potential actions.
Procedure:
1. Greet Customer:
∙ Begin the interaction with a courteous greeting and introduction.
2. Listen and Understand:
∙ Allow the customer to explain their concern about the missing tracking number on Shiptrack.
∙ Collect details about the order, tracking number, and any specific information they have.
3. Empathize:
∙ Express empathy for the customer's frustration and inconvenience.
∙ Use empathetic language to convey an understanding of their situation.
4. 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.).
5. Determine Tracking Status:
∙ If the order was recently placed:
∙ Explain that tracking numbers may take some time to generate in our system and may not immediately appear on Shiptrack.
∙ If the package was picked up but had not reached the hub:
∙ Clarify that while the package was picked up, it hasn't yet reached our hub for further processing.
∙ Explain that the package is still with Amazon, and the issue may be on their end.
∙ Advise the customer to contact Amazon to inquire about the package's status, request a refund, or arrange for redelivery.
6. Provide Reassurance:
∙ Reassure the customer that their concern is valid and that you are here to help them understand the situation and explore options.
7. Closing Interaction:
∙ Summarize the information discussed for clarity.
∙ Thank the customer for their patience and for reaching out.
∙ Provide contact information for further assistance if needed.
8. Documentation:
∙ Record the details of the interaction, including customer information, tracking number issue, and guidance provided.
∙ Document the explanation and steps provided for future reference.
By following this SOP, CSRs contribute to efficiently addressing customer concerns related to missing tracking numbers on Shiptrack, maintaining a positive customer experience, and guiding customers toward appropriate actions for resolution.