Como você pode se comunicar efetivamente com um cliente que está preocupado com o tempo de entrega?

Yes, i totally agree with this. Understanding customer needs and acknowledging their concerns are very much important in any industry. Only through understanding , we would be able to plan, execute and deliver it well before the deadline. Setting realistic expectations and providing timely updates also would help customers to a great extent.

Adherence to delivery time is one of the key factor for long term sustainable trustworthy customer relationship. The customers are concerned about delivery time as their performance or commitment is linked to delivery time. The best way could be to understand the need , delivery date , timelines from customer and make internal arrangements accordingly to meet up the expectation. Sometime delivery may get delayed due to unforeseen situations so it is important to keep the customer updated. Transparent and precise communication shall be helpful while dealing with such customers.

This step is important to keep customer updated. Do the internal arrangements to ensure timely or before delivery. Also it could be good option to develop tool for live tracking and updating to customer. Do not give false promises and do not over commit. Be genuine in approach and keep internal stakeholders aligned to meet customer expectations. Please keep customer updated.

Ask for feedback and referrals - This is very crucial for long term relationship and creating loyal customers. The feedback shall taken positively and acted upon if feedback is negative. The customers only give feedback when they care for you, company , services and products. Ensure to act on feedbacks and communicate the progress. loyal customers help to generate more leads and get more referrals so it is always good to ask for referral. This shows that customer is happy and satisfied so he is referring.

Any Customer expects his/her issues to be resolved or delivery to be completed within an acceptable time limit. While raising any ticket or while communicating any TAT to the customer, advisor has to be careful in communicating the "EXACT" TAT, along with an explanation, if possible, as to why this particular TAT is required from the organisation end.The customer should get a similar communication which mentions the TAT over text or email where he can use these as another medium of communication. The most impactful method of winning the customer confidence is close looping the completion of the delivery or ticket by a phone call from a LIVE agent because at the end of the day AI cannot replace the impactfulness of the Human touch.

This is one of the common problem statement from a customer in today's e-commerce industry. We shall look at it in a different way...few things we need to understand as a industry leader... 1. No customer can be happy if his/her is not getting delivered on time. End of the day it's the money which is locked! 2. Instead of a reactive approach the service provider ( delivery or product) must notify customer proactively on the delay in delivery. No AI or automated message rather a human touch. 3. Put a policy in place if delivery is late. Like a) periodic proactive update to customer b) based on late delivery time let's compensate customers on their next order. There will be a cost but this has long term benefits..retention and revenue