Terms of training content or ideas as what all we can provide for the last mile delivery executives?

Hi all,

A very good afternoon to everyone. I want help in terms of training content or ideas on what we can provide for the last-mile delivery executives. Please share your views and ideas if possible.

Dear Wasim Z Shaikh,

The last-mile delivery is a part of the e-commerce or food delivery business. To understand the challenges that the delivery staff faces, you need to accompany them for the food delivery or delivery of the shipments/consignments. Most of the delivery staff are issued with handheld devices. You need to teach them how to handle the device, how to accept the deliveries, how to key in the information, and how to generate the reports, etc.

Secondly, time management is also a challenge. This is because most of the cities are overcrowded, and delivery takes time. Furthermore, the delivery agent has to park his 2-wheeler at a place that may not be very near to the delivery address. Therefore, he loses time walking to the doorstep.

Thirdly, you can teach them customer handling skills. This includes business etiquette, grooming, and deportment, etc.

Lastly, for devising the training program, please take inputs from the Customer Service department. They will tell you why the past customers were dissatisfied. Pick up the stories from them and let the training session become a storytelling session. Rather than theory, the stories always register in the mind ineffaceably.

All the best!

Dinesh Divekar

To add to what Mr. Divekar has mentioned, being one of the customers at the receiving end, and also a soft skills trainer myself, the following things need to be inculcated.

1. In case the delivery executive has several destinations, he should know how to read Google Maps effectively so that he does not need to criss-cross between locations but can plot his delivery points in such a way that he does not waste time and vehicle fuel.

2. He should have sufficient change even when many customers have paid online. I have noticed several times the delivery executives saying, "Sorry sir, no change."

3. Inculcate in them the importance of customer service; the ratings that you receive determine future customers. Therefore, they need to be polite, soft-spoken, and apologize for any short delays.

4. His vehicle should be in good condition with enough fuel to last the day.

5. His dressing etiquette should be important, such as the way he dresses and his appearance. Some people may say, "So what, how does it matter," etc., but if you need to enhance the brand image, it is necessary that the delivery boy or executive presents himself as a professional. It does make a difference in the customer perception, and please remember, it is a highly competitive world. Try to stay ahead always.

Best wishes

Dear Wasim,

Dinesh and Sundaram have given you some valuable advice based on the limited information you have provided about the scenario. Please give more details about the organization and its activities. Also, kindly take a look at https://www.capgemini.com/wp-content...Challenge1.pdf.

Thank you.