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Heard about customer complaints?
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<blockquote data-quote="BrownSuit" data-source="post: 571067" data-attributes="member: 14437"><p><strong>I agree with Salesguy</strong> in that you shouldn't encourage the customer to complain . . . </p><p></p><p>That said, if the customer does complain by all means give them Atlanta's number in a respectful and cooperative way speaking no ill of your Management Team. They don't need to hear that garbage. Speak ill of them in your PC on the way to your next stop.</p><p></p><p>"Sir or Ma'am, please understand with the economy, we don't have as many stops and have had to cut back on the number of drivers, here is a number that you can call to discuss the situation"</p><p></p><p>I loathe splits and cuts, especially at the last minute where the customer has no clue. It's irritating and costs us customers.</p><p></p><p><strong>I disagree with Salesguy</strong> in that you should involve BD. All that is going to do is screw up your route and end up with you breaking trace for an earlier delivery when BD talks to the center manager and says "so and so needs a delivery at this time". If there is a competitive threat, make BD aware of it, but customer complaints are for customer service. </p><p></p><p>Yes customer 1 will get their packages earlier, but customer's 2 and 3 will get their packages later. </p><p></p><p>Make your management team aware of customer disatisfaction as well and that "so and so" will be calling to complain. </p><p></p><p>Keep in mind our competitor has 2 drivers, in most cases that's a disadvantage, but they start ground off first thing, no air to deliver. They are able to hit earlier commit times on ground and position that to win customers. We appear as if we don't even care sometimes.</p></blockquote><p></p>
[QUOTE="BrownSuit, post: 571067, member: 14437"] [B]I agree with Salesguy[/B] in that you shouldn't encourage the customer to complain . . . That said, if the customer does complain by all means give them Atlanta's number in a respectful and cooperative way speaking no ill of your Management Team. They don't need to hear that garbage. Speak ill of them in your PC on the way to your next stop. "Sir or Ma'am, please understand with the economy, we don't have as many stops and have had to cut back on the number of drivers, here is a number that you can call to discuss the situation" I loathe splits and cuts, especially at the last minute where the customer has no clue. It's irritating and costs us customers. [B]I disagree with Salesguy[/B] in that you should involve BD. All that is going to do is screw up your route and end up with you breaking trace for an earlier delivery when BD talks to the center manager and says "so and so needs a delivery at this time". If there is a competitive threat, make BD aware of it, but customer complaints are for customer service. Yes customer 1 will get their packages earlier, but customer's 2 and 3 will get their packages later. Make your management team aware of customer disatisfaction as well and that "so and so" will be calling to complain. Keep in mind our competitor has 2 drivers, in most cases that's a disadvantage, but they start ground off first thing, no air to deliver. They are able to hit earlier commit times on ground and position that to win customers. We appear as if we don't even care sometimes. [/QUOTE]
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