Correct Way to Contact a Customer using Amazon Flex
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- Опубликовано: 10 сен 2024
- Amazon delivery drivers sometimes have to contact a customer to get help delivering their package. Drivers should only contact customers when they would otherwise be unable to deliver the package. Amazon wants drivers to use the Unable to Deliver menu and choose a reason, such as Access problem or No Safe Place to Leave Package. When a choice is made, a pop-up window appears with the option to text or call the customer. This way Amazon knows why the driver is calling the customer. If the driver doesn't contact the customer this way their Contact Compliance SWC-CC score on the Driver Scorecard will take a hit.
Good luck, because over 90% of the time they won't pick up and you would have no other choice under these time constraints, but I do believe that once a package is delivered, it should be out of the driver's responsibility, and become the customers responsibility for claiming it themselves once it's been delivered to them.
If your expecting a package be a decent person and be prepared.
Keep these videos coming!!!! Very informative information.
2:39 I don't think I can express words that accurately align with this frustration of being labelled a scam caller.
I had a customer answer, and actively accuse me of being a scammer. That whole function on Android let to a lot of trouble and I am still salty.
GiG__Techz
On Instagram
@@bukaradams5641 It's the Amazon 206 area code number. If I could use my own phone to call direct there are less issues (like when they put the number in the notes).
Generally to be avoided if possible so calls will be recorded.
Thank you for this info. Very helpful
I have been trying to work this out for some time. It's confusing that the first option to contact is not the correct one. The app should be configured to provide the most straightforward steps to resolve the situation.
GiG__Techz
On Instagram
Wtf? In the training it said to call first, do the 3C's, then as a last resort you call again with the popup.
If my phone is in airplane mode and the prompt comes up and I click call but the phone obviously can't receive the call so it goes to next screen where I can swipe to finish, will this count towards the call compliance? I ask bc sometimes I can't access an apt for example the option to click can't access is locked Bc I'm too far from the location. So I put it in airplane mode
hello, can you answer my question about what customer experience score means and how to improve it thanks
What happens if the route is too far & u can't deliver them once u get to warehouse ? Talking an hr away
is around a week something is wrong I don't get call back when I request to call costumer any advised please
I use these methods all the time but I keep getting emails from the support saying I didn’t contact the customer. Highly annoyed by this because it is effecting my delivery quality in the activity hub where I am at risk all the time. Does the phone call have to be a specific amount of time?
I made this video because the way Amazon wants us to do it isn't clear. The key is that whenever you mark a package as undeliverable you must text or call the customer before you "swipe to finish". Preferably text and call through the popup window shown here, not the Help menu. If you retry delivery again later in the day, you have to text or call again if it is still undeliverable. You don't have to do this for closed businesses. It doesn't matter how long the phone call is, but you should leave a message if you can if they don't answer. I would be interested to hear what you might be doing differently that is triggering the delivery score.
@@PeakDeliveryDriver I will record a video of what I have been doing and post a link to it soon. I feel I have done it the same way and the results have been them sending me that email and now my account is at risk. It’s not fair, I deliver a lot of time at 3:30a to 4:00a shifts and people are not up and you don’t suppose to call them at the time so I don’t know I’m confused on how to handle it. I emailed them asking them clearly and all I get is some response that doesn’t answer the question...it’s so f’n annoying!
@@TheOriginalMistaluv Yeah if you are not calling or texting, no matter what time of day, it will ding you. I suspect the scoring doesn't take into account the time of day. Where are you that you are delivering at that time of day? Are you a Flex driver or a DSP driver?
@@PeakDeliveryDriver I always call or text from the pop up dialog box.
Driving and delivering is the easy part. Dealing with their emails and AI is the work....Take a reserved block one day. Then an hour before the block starts. Forfeit the block and take the premium pay block in it's place.....They send the hit squad.....
Can you do something on perfecting scorecard metrics
"scam likely", not good reputation
Thank you! :)
got sent this by one my subordinates 😭
This is BS, you can call or text from the first option and it still counts towards contact compliance just the same (I always get 💯 for contact compliance)
Same dude but lucky enough I got mine fixed by someone I suggest you send a massage request I'm sure he can help you
GiG__Techz
On Instagram
I thought you had to call twice
So what’s the correct way y’all
Hi can you do a delivery on DSP manager entry requirements and pros and cons of version 1 vs Version 2 (I believe this is the one which gives you amazon vans) just an insight for someone who’s looking to invest to become a DSP?
I am not an owner, but I believe Amazon discontinued Version 1 and implemented Version 2 based on lessons learned.
0:51 Ohhhh! (see recent comment on another video)
How do you track the drivers?. Is it thru flex or ementor?.
Your DSP Dispatch and Amazon track through Flex and get reports from Mentor.
@@PeakDeliveryDriver so if you use ementor for personal use to improve your fico score is that consider cheating the system?. Im from DAX8 in palmdale, ca. The reason i ask because a employee from another dsp is doing it.
No you can use a 2nd phone for running mentor. Many dsps actually provide 2 phones for this reason.
Maybe if Amazon got their heads out of their asses and ensured this is how ALL DRIVERS were *trained* on how to go about contacting the customer, there wouldn't be a need to make this video! :-)
Then again, as the old saying goes; "if common sense was so common...we'd all have it!"
3:11 I encourage you and your drivers to be more creative. Us Flex folks get your undeliverables and have to try again - but we don't want to return to the station. Check if a nearby business is open or a neighbor can accept the package.
Aaaaand that's why you're a flex driver.
Unless you get permission from the customer you cannot leave someone else's package, that they paid for, with a random neighbor, or business. That's how packages go missing or get stolen and you get fired
Also, amazon DAs also have to do reattempts on undeliverable packages before we rts. In addition, those same packages that we return can end up on our route the next day.
@@shangki4046 You assume I don't get permission from the customer.
Aaaaaand that's why you're not a flex driver.
Kthnxbye.
@@easymac79 In this video it shows him attempting to contact the customer and the customer not responding making the package undeliverable. So your suggestions make no sense. Ofc you're going to leave the package if a customer gives you an alternate delivery location. It hurts driver metrics to return packages just like flex so we don't want to return them either.
FYI I've been both a top performing flex driver and DSP driver
@@shangki4046 The last time I can recall a delivery of such type was to a used car dealership. I called the customer, texted in app, called again, noted the phone number on voicemail and texted directly.
I did not receive a positive response from the customer but the adjacent business had a good vibe.
I'm not a robot, that's 99% the point here.
Other cases involve leaving a note, or relying on the recipient to fulfill an informal contract of delivery. UPS, FedEx, etc. have done this for ages. My neighbor texted me and asked if I could secure a delivery for a few hours before they got home.
I don't understand why this suggestion is so appalling. If a neighbor opens the package, it's a personal matter. They could decline the responsibility of ensuring delivery and I'd look to the next location.
@@shangki4046 I've been considering your feedback over the course of several days, and re-read it in full. With regards to undeliverables and reattempts, I think this varies a LOT. I have seen evening (same-day) routes mostly, no 're-attempts' lately. I can rant about our inefficient routes for days and have a couple theories. You could consider the environmental impact of "outliers" but I think it's different. I think many drivers traverse the same area, indeed the same roads - not for efficiency, but for reputation: If one DSP route is lost, a whole neighborhood could chatter about poor service. If a neighborhood is served by 8 drivers over the course of a day, there is less copiability..
I know the algorithm is complex, and station managers have overrides. on Christmas Eve, myself and one other driver arrived to a station. We were split a couple bags from a DSP route. We passed by each other multiple times, and IDK if they were vibing, but I considered it a race. Safety and efficiency is my goal and I seek to improve it with every opportunity, up to and including telling Amazon they are buffoons for this inefficiency.