It just isn't good enough today to offer "on time" delivery, or even the fastest delivery. Unsurprisingly customers are making demands for improvement in all areas of business management and excellence in managing complaints can be a real differentiation.
We have plenty of technology to support us with verifying locations and events, but complaints will often require a human touch to support interpretation of exactly what happened. When it is necessary to speak directly with the driver or courier, this can be a difficult trade off between continuing to deliver service expectations for ongoing consignments and appeasing the customer looking for a quick resolution to their issue.
Customers also set higher standards for expected response when they have booked and paid for a premium delivery option. As more and more delivery choice becomes available courier companies and carriers will certainly have to "up their game" when things go wrong.
Gone are the days when customer dissatisfaction meant a polite letter posted off and eventually forgotten, or a reserved whisper with a manager in a corner, only to be made to feel you are the one at fault for complaining. Slinking sheepishly away feeling powerless is quite simply no longer an option for customers who are equipped with the latest in communications technology…and not afraid to use it.