Handling Customer Queries During Delivery

Handling Customer Queries During Delivery

Handling customer queries during delivery is a crucial part of providing excellent service. The Home Foods Way Driver App allows drivers to communicate with customers in case of any issues or clarifications.
Clear and prompt responses help ensure smooth deliveries and improve customer satisfaction.

Steps to Handle Customer Queries:

1. Launch the App

  • Open the Home Foods Way Driver App.

2. Log In

  • Enter your registered phone number/email and password to access the app.

3. Access the Current Order

  • Go to the Dashboard section.
  • Active orders are displayed at the top of the Dashboard page.
  • Click on "Details" in Active Orders.

4. View Customer Contact Details

  • Review order information and the customer’s delivery address.
  • Find the customer’s phone number or chat option on the Order Details page.

5. Handle Customer Queries

✔️ Call the Customer (Urgent Issues)

  • Tap the phone icon to call the customer for urgent matters directly.

✔️ Use In-App Messaging (Quick Updates)

  • Use the in-app chat feature to address simple queries or provide updates.

✔️ Send a Message (Conversations Feature)

  • Navigate to Profile (bottom right corner).
  • Select Conversation and choose the thread from either the customer or restaurant.

6. Provide Necessary Updates

  • Inform the customer of any delays or route changes, if needed.
  • Be polite and professional in all communications.

7. Complete the Delivery

  • Confirm successful delivery in the app after resolving any issues.

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