
COVID-19 UPDATE
Imagine this from a customer’s point of view: You’ve just bought an item and have been checking the delivery status excitedly over the past few days.
One day, to your pleasant surprise, the status has been updated as “dispatched from warehouse”. At last! You can’t wait for the parcel to arrive! With great anticipation, you countdown the hours till you finally get your hands on your present.
To the customers, this segment of the delivery is the most crucial. Known as last mile delivery, it refers to the last leg where goods are transported from the distribution centre to the recipient’s address. While most customers expect to receive their goods smoothly within half a day or so, business owners would know that this last lap can be a treacherous journey filled with potential pitfalls that prevent a successful transaction. At the peak of the customers’ excitement, any minor mishap could ruin their experience.
But fret not, we’ve got you covered! Here’s a series of unfortunate events that could arise during last mile delivery, and how Lalamove helps you to get past them effortlessly. Crisis averted!
📱:「喂~請問是客服嗎?可以幫忙聯繫協助配送的外送司機夥伴嗎?我的物品怎麼有少?與取件方確認有出貨啊,請盡快處理!!!」
客服人員每天都會收到五花八門的服務諮詢和反饋,大至物品損壞遺失,小至詢問手機操作(例如:怎麼使用手機截圖?)。因為平台司機夥伴和用戶涵蓋各年齡層,會遇到的問題也不盡相同,但無論是哪種類型的疑難雜症,客服都會盡力協助為每一位司機夥伴和用戶解決問題。
Lalamove啦啦快送為第三方物流媒合平台,提供用戶和司機夥伴雙方服務,但也因為啦啦為第三方,客服並不在現場,難免會遇到難以釐清和處理的案件,尤其是雙方說法不同,也不見任何現場畫面。
啊!又是羅生門😵(唉~客服心中的難言之隱)🤦🏻♀️🤦🏻♀️🤦🏻♀️
就讓我娓娓道來......
在某次節日前夕,往往會有許多花坊透過Lalamove配送花材、花束等等
然而,在訂單完成後客服收到用戶反映花材有少
一般來說,若遇到難以判斷的案件
👉首要之務:蒐集資料
司機夥伴端:
馬上聯繫司機夥伴,請夥伴檢查車內、保溫袋內是否有遺落的物品
確認當時的取件狀況,對於細節是否還有印象?(例如:物品數量、交件人員)
用戶端:
確認交件狀況,詢問是否有照片、影片或出貨明細等資料可作為憑證
與用戶核對訂單上所留的資訊是否正確
👉次要處理:問題釐清
針對這次的案件
夥伴說明是整袋原封不動交付給用戶,但取件時沒有特別留意袋中花材數量
用戶提供起點方的出貨照片及收到時實際的花材照片
因雙方說法不同,故請用戶協助和取件方確認現場監視畫面,並提供給客服
因為有清楚的出貨影像畫面,經審核,推論可能是司機夥伴取件後遺落半路上
👉結案:貨故賠償申請
雖然此次已造成用戶直接損失,但用戶體恤司機夥伴配送上的辛勞,了解此次的服務狀況為無心之過,且因為已長期使用Lalamove配送服務,花材遺失屬單一個案問題,後續決定僅以申請部分補償結案。
客服基於信任雙方的立場,為了能同時兼顧雙方的感受及處理效率,希望能讓雙方的損失減到最低,透過蒐集資料及來回溝通釐清細節,案件圓滿落幕。