Problems happen in delivery — and that's normal. The difference is that the professional captain handles them with a clear procedure instead of getting flustered. This article is about the "procedure".
Common mistakes and how to check for them
Among the most recurring: an inaccurate address, an incomplete order, or an absent customer. The first step is always to verify before assuming a big problem:
- Review the address and contact details.
- Match the order's contents against what's registered.
- Call the customer before any other action.
Handling a return
If the order has to go back, treat it with the same care as delivery: keep it in the condition you received it, and document that it was returned and the reason for the return. This documentation builds a clear record that protects you.
When do you escalate to the supervisor?
There are situations that aren't within your authority, and the right thing to do is to notify the supervisor quickly with clear information.
A practical example: a dispute with the customer over the order's value. Instead of a long argument that might escalate, document the situation and escalate it to whoever holds the decision. Escalating at the right time is discipline, not failure. (The supervisor's role is the subject of "The role of the operations supervisor".)
Documenting the case
A short note or a photo when needed documents what happened and clarifies the situation if you're asked about it later.
This article is about the procedures; for the human side of dealing with the customer during a problem, see "The art of dealing with customers".
Related articles from the Academy
If this field interests you and you'd like to get to know it up close, get in touch.