In-house trainingCustomer Service for Logistics & Delivery

Customer Service for Logistics & Delivery: Handle Late, Lost and Damaged Parcels

Participants learn to give clear status updates, handle late, lost and damaged cases with a step-by-step method, and escalate with full evidence. They leave with scripts for each case and an escalation checklist.

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Customer Service for Logistics & Delivery course cover
Key Outcomes
Give a clear status and next step
e.g., "Your parcel left the Shah Alam hub last night. Delivery is expected tomorrow by 6pm, and I'll update you by noon"
Handle late, lost and damaged cases with one method
e.g., verify, apologise, investigate, offer a remedy, set a deadline
Escalate with complete evidence
e.g., tracking number, photos and delivery notes passed to claims so the customer isn't asked twice
Prevent repeat contacts
e.g., after "delayed", answer the next question, "when and what compensation", before it's asked

Why teams need this

Parcel complaints arrive angry. Customers phone repeatedly to ask "where is my parcel", staff blame the hub, rider or weather, and the escalation route is unclear. In Malaysia, MCMC warned licensed courier companies in February 2021 after a viral video showed J&T Express staff mishandling parcels.

Anticipate the next issue
The HBR customer service study recommends analysing "event clusters" so staff can answer the likely next question. Participants build clusters for late, lost and damaged parcels.
HEARD, adapted to parcels
Hear, Empathize, Apologize, Resolve, Diagnose, applied to parcel failures.
Malaysian context
Under the Postal Services Act 2012, licence holders that violate its subsidiary legislation can face fines up to RM300,000 or three years' imprisonment, or both (per a 2021 news report). Customers first complain to the provider, then can go to MCMC through its Aduan SKMM portal. Participants learn this as awareness, not legal advice.
Group work and role-play
Teams write scripts and an escalation checklist for late, lost and damaged cases. Then they role-play a customer with a damaged parcel who threatens to post about it online.

Exercises use your tracking system, claims process and complaint cases.

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