When deliveries are delayed or parcels go missing, customer frustration can escalate quickly — putting extra pressure on your customer service team. However, by working smarter (not harder), it’s possible to both enhance the customer experience and reduce average handling time (AHT). Here are four practical strategies to manage delivery-related enquiries more effectively.
1. Be Transparent and Proactive – Take the Lead
Simply saying “we’re chasing it up” is no longer enough. Customers expect regular, meaningful updates that show you’re actively managing their case.
How to do it:
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Provide a clear status update:
“We understand this is frustrating. We have already contacted the courier and are following up daily.” -
Take ownership: It reassures the customer and builds trust.
Impact:
Customers feel cared for rather than forgotten — reducing frustration and avoiding unnecessary follow-ups.
2. Give a Realistic Time Frame – Even If It’s Uncertain
It’s better to provide an honest estimated time window than to offer no information at all. Setting expectations helps customers feel more in control.
How to do it:
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Offer a reasonable range:
“Based on the latest updates, delivery should occur within 2–4 working days after dispatch from the terminal.”
Impact:
You help manage expectations and maintain transparency, even without a definitive answer.
3. Offer a Concrete Solution – Not Just an Apology
While an apology is appreciated, sometimes customers need tangible gestures that show you value their time and loyalty.
How to do it:
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Offer goodwill gestures such as a discount or free shipping on the next purchase:
“As a gesture of goodwill for the delay, we’re offering you 10% off your next order.”
Impact:
The customer receives something meaningful, making it easier to resolve the conversation on a positive note.
Expert Insight:
“In today’s highly competitive e-commerce landscape, every customer interaction is a chance to build — or lose — loyalty. Offering concrete solutions rather than just apologies demonstrates that you respect the customer’s time and trust. Often, small proactive steps make the biggest difference.”
— Customer Service Analyst
4. Prepare Responses for Common Scenarios
Many delivery enquiries follow similar patterns. Having ready-to-use responses — while still personalising them — can save time and increase consistency.
How to do it:
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Prepare templates for scenarios like Proof of Delivery (POD) queries, international orders, or peak season delays (e.g. Christmas deliveries).
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Always tailor the final message to fit the customer’s specific situation.
Impact:
You respond faster and more effectively — boosting customer satisfaction and confidence in your service.
In Summary: Small Changes, Big Impact
By being proactive, setting realistic expectations, offering tangible solutions, and preparing for common queries, you can:
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Lower your Average Handling Time (AHT)
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Improve customer satisfaction — even in difficult situations
The key isn’t to promise the impossible, but to communicate smarter and build trust at every step of the customer journey.
Want to find out how to take your customer service to the next level?
👉 Let’s talk. We’d love to show you how.
