Main objective: Learn about shipping damages ASAP, within four days.
Secondary Objective: Make the customer feel we are making sure they are happy with their purchase and see if they have any questions. Also, ask if they were happy with the delivery service.
Informing customers of the damage reporting policy is extremely important. Once an order has been shipped and the tracking has been activated, we must call each customer to remind them of the 4-day damage reporting policy.
Create one task per order in Asana, and add all notes in the comment area.
70% of customers answered the call around 6-9 pm EST
You should start attempting to call the customer as soon as the tracking number is activated or the delivery appointment is scheduled.
Unanswered calls should be re-attempted throughout the workday. Try 3 or 4 times during a business day at different times.
Customers should not receive more than four missed calls in a business day.
Leave a voicemail the day before the scheduled appointment for calls unanswered.
Even with the voicemail, attempts should continue until the expiration of the timeframe.
If still unsuccessful by "day 3" after delivery, leave a second voicemail
Customers should receive no more than two voicemails in total for the duration of the call window:
Calls should start once an appointment has been made and continue until after the delivery.