Post-Delivery Service Issues

You are part of the customer support team for a business that sells lifestyle and home essentials through its website. A customer calls in to complain that her parcel, which was marked as “delivered,” was never received. She ordered a set of ceramic vases worth $120 and had selected express delivery. She has checked her mailbox and front gate and even asked her neighbours but there was no sign of the parcel or a ‘failed delivery’ note. As a customer service executive, you check the delivery tracking and it shows that the parcel was dropped off two days ago. Upon hearing this information, the customer becomes more upset and demands a refund or re-delivery of the missing parcel. Company policy requires proof of non-delivery before issuing any compensation. Your team is also short-staffed today and the delivery team is unavailable for immediate clarification.

What is the customer's main concern?

• The item is broken.

• The delivery was late.

• The item is too expensive.

• The item has not arrived despite tracking saying it was delivered.

You are part of the customer support team for a business that sells lifestyle and home essentials through its website. A customer calls in to complain that her parcel, which was marked as “delivered,” was never received. She ordered a set of ceramic vases worth $120 and had selected express delivery. She has checked her mailbox and front gate and even asked her neighbours but there was no sign of the parcel or a ‘failed delivery’ note. As a customer service executive, you check the delivery tracking and it shows that the parcel was dropped off two days ago. Upon hearing this information, the customer becomes more upset and demands a refund or re-delivery of the missing parcel. Company policy requires proof of non-delivery before issuing any compensation. Your team is also short-staffed today and the delivery team is unavailable for immediate clarification.

The key service issue is that the

• tracking system might not be fully reliable.

• customer did not receive the tracking email.

• delivery company is too slow.

• item is fragile

You are part of the customer support team for a business that sells lifestyle and home essentials through its website. A customer calls in to complain that her parcel, which was marked as “delivered,” was never received. She ordered a set of ceramic vases worth $120 and had selected express delivery. She has checked her mailbox and front gate and even asked her neighbours but there was no sign of the parcel or a ‘failed delivery’ note. As a customer service executive, you check the delivery tracking and it shows that the parcel was dropped off two days ago. Upon hearing this information, the customer becomes more upset and demands a refund or re-delivery of the missing parcel. Company policy requires proof of non-delivery before issuing any compensation. Your team is also short-staffed today and the delivery team is unavailable for immediate clarification.

Which is the BEST first step you can take?

• Apologise and hang up.

• Send a replacement immediately.

• Ask the customer to wait a few more days.

• Log the case and escalate it for delivery investigation

You are part of the customer support team for a business that sells lifestyle and home essentials through its website. A customer calls in to complain that her parcel, which was marked as “delivered,” was never received. She ordered a set of ceramic vases worth $120 and had selected express delivery. She has checked her mailbox and front gate and even asked her neighbours but there was no sign of the parcel or a ‘failed delivery’ note. As a customer service executive, you check the delivery tracking and it shows that the parcel was dropped off two days ago. Upon hearing this information, the customer becomes more upset and demands a refund or re-delivery of the missing parcel. Company policy requires proof of non-delivery before issuing any compensation. Your team is also short-staffed today and the delivery team is unavailable for immediate clarification.

What is the BEST measure to prevent similar issues?

• Remove expensive items from online sales.

• Call every customer either before or after delivery.

• Use only express shipping to deliver expensive items.

• Require signatures for all parcels above a certain value.

You are part of the customer support team for a business that sells lifestyle and home essentials through its website. A customer calls in to complain that her parcel, which was marked as “delivered,” was never received. She ordered a set of ceramic vases worth $120 and had selected express delivery. She has checked her mailbox and front gate and even asked her neighbours but there was no sign of the parcel or a ‘failed delivery’ note. As a customer service executive, you check the delivery tracking and it shows that the parcel was dropped off two days ago. Upon hearing this information, the customer becomes more upset and demands a refund or re-delivery of the missing parcel. Company policy requires proof of non-delivery before issuing any compensation. Your team is also short-staffed today and the delivery team is unavailable for immediate clarification.

A logical reason not to issue a refund immediately is that the

• team is understaffed.

• parcel was expensive and hard to replace.

• customer did not provide a photo of the missing parcel.

• refunds are only issued after verifying non-delivery claims.

You are part of the customer support team for a business that sells lifestyle and home essentials through its website. A customer calls in to complain that her parcel, which was marked as “delivered,” was never received. She ordered a set of ceramic vases worth $120 and had selected express delivery. She has checked her mailbox and front gate and even asked her neighbours but there was no sign of the parcel or a ‘failed delivery’ note. As a customer service executive, you check the delivery tracking and it shows that the parcel was dropped off two days ago. Upon hearing this information, the customer becomes more upset and demands a refund or re-delivery of the missing parcel. Company policy requires proof of non-delivery before issuing any compensation. Your team is also short-staffed today and the delivery team is unavailable for immediate clarification.

The case should be escalated to the logistics team because they

• are responsible for all delivery issues.

• have access to GPS tracking and delivery photos.

• can check if the driver followed the delivery procedure.

• handle and process refund approvals directly and quickly.

You are part of the customer support team for a business that sells lifestyle and home essentials through its website. A customer calls in to complain that her parcel, which was marked as “delivered,” was never received. She ordered a set of ceramic vases worth $120 and had selected express delivery. She has checked her mailbox and front gate and even asked her neighbours but there was no sign of the parcel or a ‘failed delivery’ note. As a customer service executive, you check the delivery tracking and it shows that the parcel was dropped off two days ago. Upon hearing this information, the customer becomes more upset and demands a refund or re-delivery of the missing parcel. Company policy requires proof of non-delivery before issuing any compensation. Your team is also short-staffed today and the delivery team is unavailable for immediate clarification.

Which one of the following actions best demonstrates initiative by a customer service executive in handling the issue?

• Forwarding the issue before checking the case details.

• Apologising to the customer and doing nothing further.

• Creating a detailed report and notifying the team leader.

• Waiting for the customer to follow up again on another day.

You are part of the customer support team for a business that sells lifestyle and home essentials through its website. A customer calls in to complain that her parcel, which was marked as “delivered,” was never received. She ordered a set of ceramic vases worth $120 and had selected express delivery. She has checked her mailbox and front gate and even asked her neighbours but there was no sign of the parcel or a ‘failed delivery’ note. As a customer service executive, you check the delivery tracking and it shows that the parcel was dropped off two days ago. Upon hearing this information, the customer becomes more upset and demands a refund or re-delivery of the missing parcel. Company policy requires proof of non-delivery before issuing any compensation. Your team is also short-staffed today and the delivery team is unavailable for immediate clarification.

How can you remain actively engaged with the customer?

• Follow up with her via email after the logistics team responds.

• Inform the customer you will update her only if you receive more information.

• Schedule a callback to check in with the logistics team about the case progress.

• Advise the customer to monitor the delivery status online and contact you if unresolved.

You are part of the customer support team for a business that sells lifestyle and home essentials through its website. A customer calls in to complain that her parcel, which was marked as “delivered,” was never received. She ordered a set of ceramic vases worth $120 and had selected express delivery. She has checked her mailbox and front gate and even asked her neighbours but there was no sign of the parcel or a ‘failed delivery’ note. As a customer service executive, you check the delivery tracking and it shows that the parcel was dropped off two days ago. Upon hearing this information, the customer becomes more upset and demands a refund or re-delivery of the missing parcel. Company policy requires proof of non-delivery before issuing any compensation. Your team is also short-staffed today and the delivery team is unavailable for immediate clarification.

How can you tell the issue was resolved well?

• The support ticket is marked as resolved in the system.

• The customer replies with appreciation and leaves positive feedback.

• The customer accepts the replacement without responding any further.

• The replacement was sent within the company's standard delivery time.

You are part of the customer support team for a business that sells lifestyle and home essentials through its website. A customer calls in to complain that her parcel, which was marked as “delivered,” was never received. She ordered a set of ceramic vases worth $120 and had selected express delivery. She has checked her mailbox and front gate and even asked her neighbours but there was no sign of the parcel or a ‘failed delivery’ note. As a customer service executive, you check the delivery tracking and it shows that the parcel was dropped off two days ago. Upon hearing this information, the customer becomes more upset and demands a refund or re-delivery of the missing parcel. Company policy requires proof of non-delivery before issuing any compensation. Your team is also short-staffed today and the delivery team is unavailable for immediate clarification.

After resolving the delivery error, which one of following actions best demonstrates a commitment to preventing similar problems in the future?

• Relying solely on customer feedback to identify delivery issues.

• Offering discounts to all customers who experience delivery delays.

• Closing the case without further follow-up once the replacement is sent.

• Implementing a new procedure to verify customer addresses before dispatching orders.