Post, Freight and Carriers

Answering customer service enquiries in the freight and logistics industry?

I do customer services in the freight and logistics industry and sometimes customers ring up and ask (and sometimes not politely) where their shipment is. What do I say to them that will a) keep them satified and b) keep me happy at the end of the day? Any websites to overcome this problem?? What rights as a customer service representative do I have?

Public Comments

1. I don't know of any website to help you on this matter, but as a truck driver myself and have worked in many warehouses. I would tell them the truth. Maybe you don't know where the drive is. Or tell them that the drive had some problems with the truck, but if you pick this one at least let the truck drive what kind of story you told the customer. This way he will know what to tell the customer what happened. I had a customer service rep tell a store that I broke down, but I would still make the delivery on time. When in fact I was stuck in the snow and was running about 3 hours late. As you can imagine there was a big fight between the store, myself, and the customer service rep.