Communication Mode for Damaged /Missing parcels and other Customer Complaints

Shared 5th March, 2025

Dear All,

I trust this message finds you well.

Terms:

Damaged -broken, tear, spillage etc..

Missing

This is to address the mode of communication surrounding damaged, missing parcels and other customers complaints involving our CSRs and customers.

Please take note of the following instructions and ensure strict compliance:

• Under no circumstances should a CSR communicate unverified information to the customer directly or indirectly except there is a directive from the management.
• CSRs are strictly prohibited from sharing, calling, messaging, or giving out any information to customers regarding such matters.
• Any complaints or issues related to damaged /missing parcels should be promptly reported and directed to the Resolution department by the station supervisor or the CSR involved (in the case where the customer is the one reporting, it should be escalated to the customer care department) NB: Direct the customer to the customer care department on the following line: 08144988273, 07011037475, 08083348696 or Feedback@guologistics.com

Failure to adhere to these instructions will attract serious consequences. All representatives are expected to act within these guidelines to maintain order and professionalism in our service delivery.

Thank you for your cooperation and understanding.