Emailing Tracking Information

Post date: Apr 6, 2017 5:02:52 PM

When you email a customer tracking information I would like the following information included:

- - Link to the tracking (make sure this is a valid tracking link that leads to the tracking. Sometimes, when you drop down the details on UPS it will take the tracking number out of the link on top and will not link the customer to their tracking)

- - If you cannot get a link to the tracking that will lead the customer to the correct information, send the tracking number and include how they can find it. For example, when we ship the package Mail Innovations and the tracking doesn’t show up immediately in USPS. For some reason, UPS does not link to these packages correctly if you save the link. I would send the tracking number to the customer and let them know they can track it at UPS.com until the post office receives it and then they can use USPS.com

- - Include the ETA. For example, “it looks like your UPS driver will have it out for delivery tomorrow”)

- - If the package has been delivered include when it was delivered, follow up questions (Such as address verification), and ask them to look around. I ALWAYS end with the phrase “if you cannot locate this please don’t hesitate to contact us so we can look further into this for you”. Also, if it was signed include the name on the signature.

Our goal is to provide excellent customer service. Please go that extra step to provide excellent customer service instead of just responding.