Question

How to tell a customer, their order is late? And What to say when the solution is to offer partial shipment.

A role play dialogue would be great!

Thanks

Answer 1

In general, while conveying such matter is very sensitive and we should be ready for the harsh behavior from the customer side but to keep a customer happy, we try to play smartly.

One Example as role-play dialogue where A is the customer and ME

I have a situation as asked above.

Scenario 1: Order is late

A- Where is my order that I booked 2 days back?

Me- It is in transit, sir.

A- Why is it so late?

Me- It is not late sir, it was just being delivered on time but yes there is a slight delay due to some reason at the backend.

A- I am not happy with the service.

Me- Don't worry sir, we understand your concern and hence we are waiving off the shipping charge on your order.

** Here Agent has not lost any cool and convey the customer that we value our relationship and hence waive off the charges of the delivery

Now to offer partial Shipment:

Me- Also if you can say and some urgent items are required, we can issue those items from our readily available hub which can deliver free of cost and rest of the order will be received later. This will be free of cost service for you and we will not charge any extra cost.