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The customer contacted DHL regarding a failed pickup for order number 60120184249492, which was scheduled between 12 and 6 PM. After confirming the details, the agent rescheduled the pickup for October 30, 2024, at no additional cost and provided a new tracking number. The agent also requested a 5-star rating for their assistance during the chat.

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Chat Transcript

The customer contacted DHL regarding a failed pickup for order number 60120184249492, which was scheduled between 12 and 6 PM. After confirming the details, the agent rescheduled the pickup for October 30, 2024, at no additional cost and provided a new tracking number. The agent also requested a 5-star rating for their assistance during the chat.

Uploaded by

boomshaka269
Copyright
© © All Rights Reserved
Available Formats
Download as TXT, PDF, TXT or read online on Scribd
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*Your chat transcript:*

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DATE/TIME: 2024-10-28 15:28:23 America/Jamaica

[ChatBot]: [multicontent]

[Me]: Yes

[ChatBot]: Please enter your Order number (e.g. DHL1234567)

[Me]: Hello, concerning 60120184249492. No one came to pickup today & I cleary
stated in the instructions that it is to be done between 12 and 6pm today. Whats
going on?

[ChatBot]: Please enter your Postcode (e.g. AB1 2C3)

[Me]: e6 5ns

[ChatBot]: Your booking could not be found.

We cannot assist with bookings made outside of send.dhlparcel.co.uk/.

Did you book directly with us, or through another retailer or website like DHL.com?
- I booked on dhl.com
- I booked through a retailer
- I booked on send.dhlparcel

[Me]: 60120184249492

[ChatBot]: [multicontent]

[Me]: Start chat

[ChatBot]: Let me pass you to a member of our team who will be happy to help.

[System]: We are experiencing busier contact than usual and this may increase wait
times.

We sincerely appreciate your patience and understanding whilst our team work to
serve all of our customers as quickly as possible.

[System]: Thank you for waiting. You are now connected with an agent.

[Me]: 60120184249492

[Me]: Hello, concerning 60120184249492. No one came to pickup today & I cleary
stated in the instructions that it is to be done between 12 and 6pm today. Whats
going on?

[Agent]: Hi! My name is Karla. I hope you are doing well and safe. How can I
assist you today Shineika ?

[Me]: See above

[Me]: DHL12941772

[Agent]: I'm very sorry to hear this. I'd be more than grateful to assist you with
this matter and I'll put my best effort to resolve it as quickly as possible.
[Agent]: Unfortunately the driver has not left record of why the collection failed,
so I'm unable to clarify why this happened. Failed collections can happen for a
wide variety of reasons. I'd like to check that we do have the right details for
you, could you confirm the full collection address for me please?

[Me]: 2 Tansy close, London e6 5ns

[Agent]: I apologize for the failed collection even though the address is correct.
Unfortunately the service is operated on estimated basis only and not guaranteed as
collection may fail for many reasons. If you prefer this to be collected, we can
rearrange a collection on next suitable working day at no additional cost to you or
an upgrade/alternative service. How does it sound to you?

[Me]: that is ok, Let me get the details for reschedule. 2 minutes. Dont close the
chat

[Agent]: Sure. I'll stay here.

[Me]: What is the drivers work time or hours for pickup?

[Agent]: Collection generally takes place between 9am to 6pm.

[Me]: 2 minutes

[Me]: Ok Karla, Pickup can be scheduled on Wednesday October 30, 2024 between the
hours 11 am and 6 pm at the same location 2 Tansy Close, London E6 5NS from Dawn
Shakes. Kindly confirm this reschedule at no exra cost to me.

[Agent]: I have now re-booked this for you as requested. Same collection address
and yes at no additional cost for you.
Collection Date:30/10/2024

[Agent]: Thank you for your understanding and patience during this time. If you
have any further questions or require additional assistance, please do not hesitate
to get in touch.

[Me]: Is there a confirmation number for this change?

[Agent]: I can provide you your new tracking number 60120184387594 .

[Me]: Excellent thanks Karla. Have a good day

[Agent]: Is there anything else I can help you with today?

[Me]: Unless youre able to tag the pickup as failed on first schedule so they know
its priority

[Agent]: Yes no worries, it was well noted on our system.

[Agent]: Before you go can I ask you a favor? Please Shineika if you could leave
a 5 star rating on how I assisted you today at the end of the chat would be greatly
appreciated. :) It will really help me achieve my monthly target. Take care!

[Agent]: Wishing you a great evening. Thank you for contacting us. All the best!

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