CUSTOMER COLLECTION

INFORMATION NECESSARY FOR PROCESSING CUSTOMER COLLECTION

• CUSTOMER COLLECTION
• Calling customers for pickup- what to say?

CUSTOMER COLLECTION

Customer Collection usually comes up after items have been acknowledged on the app and an SMS is automatically sent to the receiver. CSRs are also expected to contact recipients for pick up via phone call as we know that not all recipients have their mobile phone open to external use.

When a receiver comes to pick up an item, below is the process to follow;

• Ask for the PID
• Input the PID in the app and search to know the current status
• Physically confirm the Parcel if it is already available for pick up on the system. 
• If unavailable, check expected waybills on the App for history of movement and communicate to the receiver.
• Confirm and identify recipients with the ID card provided
• Get the receiver’s details (Name & Phone number) and confirm if it is the same detail on the App. 
• Issue parcel to recipient for confirmation
• Print out POD (Proof of Delivery) for recipient’s signature
• File POD.

Third Party Collection

The customer should provide the following;

• a copy of the valid ID card of the original receiver 
• a letter of authorization/ release note to GUO Logistics stating the PID and the 3rd party’s ID card details.

Or

• the original receiver can send an email with the above details to the <station>@guologistics.com

Or

• The original receiver sends a copy of their valid ID and a release note to the official whatsapp number of the station

• Issue parcel to recipient for confirmation
• Print out POD (Proof of Delivery) for recipient’s signature
• File POD

 

DOCUMENTATION

• The signed office copy of the sender’s receipt and POD (customer collection copy) for the week (Sunday to Monday) MUST be stapled together as one.
• The stapled bunch MUST be sent to the Corporate Office in Lagos every Monday in an envelope addressed to the Logistics Department.

NOTE

• Unbag MSB by using seal code
• Document expenses in the system

Calling customers for pickup- what to say?

When contacting a customer to pickup their parcel at your station that is available for collection, ensure you are very audible and polite.

Hello Good Morning/Afternoon Sir/Ma (must listen first to hear tone of receiver). This is GUO Logistics (Insert name of Station), Your parcel from (Origin) is available for collection, kindly come along with the Parcel ID/Waybill number and a valid ID Card. We are located at (state the address of the station).
Thank you and have a nice day.