Procedure for Managing Difficult & Disruptive Customer Behaviours

Procedure for Managing Difficult & Disruptive Customer Behaviours

Scenario; Chaos at the Last Mile – When SOPs Are Missing:

DGC Logistics assigned a rider, Emeka, to deliver a fragile package to a customer on the Island. The customer then sent a new voice instructions via WhatsApp contradicting the original app delivery note, which further confused Emeka and caused another 20-minute delay.

1. Due to internal miscommunication and an unverified address, Emeka arrived 90 minutes late.
2. The customer rejected the delivery outright, stating the delay makes the item useless.
3. While inspecting the package, the customer accused Emeka of tampering, claiming the seal looks broken.
4. Upon further investigation, it was revealed that the customer had entered the wrong estate name but blamed Emeka for being “incompetent.”
5. The package had light packaging because the warehouse ran out of branded boxes. The customer refuses to pay full delivery fees due to the “unprofessional packaging.”
6. The customer then asked Emeka to wait 30 minutes while she finished a call before inspecting again. Emeka complied, throwing off his schedule.
7. Frustrated by the interaction, Emeka got irritated and spoke rudely. The customer later called to report rude behaviour.
8. A report was sent in, but the operations team ignored the complaint, citing a busy day and lack of follow-up protocol.
9. This same customer had repeatedly missed previous delivery attempts, wasting fuel and time, but the company has no record-keeping or rider protection policy.

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Consequences Without SOPs:

• Emeka returns frustrated, tired, and demotivated.
• Customer posts a negative review, tagging the company online.
• The operations team blames Emeka without hearing his side.
• No clear escalation, compensation, or documentation process exists.
• Company loses both the rider’s trust and the customer’s business.

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This type of multi-issue mess is common when SOPs for customer situations are either absent or not followed. A proper Customer Issues Handling SOP would have prevented 80% of this chaos.

 

What You will Learn

• Active listening & professional tone
• Evidence collection: photos, time stamps, GPS logs
• Knowing when to escalate
• Staying calm under pressure
• Respecting SOP above emotional response

 

Who The Course is For

• Dispatch Riders / Delivery Agents Who need practical, real-world skills to handle difficult customer behaviors calmly and professionally.
• Operations Supervisors / Rider Managers Responsible for resolving customer complaints, enforcing SOPs, and ensuring rider conduct aligns with company standards.
• Customer Service Representatives (CSRs) Who must manage feedback, complaints, and customer escalations efficiently and respectfully.
• Fleet Managers & Logistics Coordinators Overseeing dispatch systems, route planning, and performance reporting with a focus on customer experience.
• Logistics Business Owners / Team Leads Who want to reduce operational disruption, protect company reputation, and prevent revenue loss due to poor customer handling.
• New Staff & Interns Onboarding into customer-facing roles and needing orientation on proper SOPs and communication protocols.

 

Certification

The participant receives a Certificate of Completion, confirming their understanding and practical application of customer service SOPs, escalation protocols, and effective resolution of delivery-related customer issues in courier/logistics operations.