Customer Communication

Part of the PigeonShip attraction is the ability for the customer to have transparency and control over the delivery process. For this reason, they request to have packages delivered by PigeonShip. Our tracking technology mixed with well-trained and solution-oriented drivers provides a level of customer service and satisfaction no other carrier can touch. We are proud of our service.

Remember, you are the final step in the customer getting their package. You represent PigeonShip and the Vendor. Most importantly, you represent yourself. The most important thing is that the customer receives their package, and hopefully gets to experience some of the tracking and control PigeonShip provides the customer. 99% of the packages will be easily deliverable. However, it's the 1% that makes all the difference. How you as the Driver deal with the 1% will have a direct impact on the customer experience, the vendor, and your rating. Go above and beyond to ensure the 1% is delivered properly with a smile. We want the customer telling friends " wow, I can't believe what my PigeonShip driver did to get me my package".

The very last thing we want is a customer complaint, especially one that is directed towards the driver. PigeonShip has a no tolerance policy when it comes to treating a customer poorly. How you react to a situation is more important than anything. It is never worth being nothing less than cordial with any customer.

We all have had packages delivered to us. We all have experienced poor delivery service. We have all looked for our missing package. We have all tried to contact the carrier to track a missing package. And many of us have gone so far to track down a carrier to obtain a package. Bottom line: we have very little control over our package delivery. Wouldn't it be nice to know when your package is being delivered. Wouldn't it be nice if you could notify the driver you won't be home. Wouldn't if be nice if you could immediately contact the driver after a "missed delivery attempt" and coordinate a pickup? What would you want if your package was missing? PigeonShip can provide that service, and you are a key component to making the delivery experience unique and fun.

Occasionally Pigeon Drivers will communicate directly with the customer, and often do things UPS, FedEx, Canada Post and others can't do. Below are some suggestions and protocol when communicating with a customer and self-resolving a delivery issue.

Here are the topics covered:

You are going to be late

You are unable to deliver

The address is wrong

The business is closed

You are unable to enter the property

Locked gate

Customer requests