¿Cómo resolvería un conflicto entre un conductor y un cliente con respecto a discrepancias en el tiempo de entrega?

It’s always important as a service provider to listen and apologise firstly for any inconvenience caused. Then try to find solutions to the problem for future transactions. Generally accepting the failure and illustrating the future remedy will create a long standing understanding between two organisations. As service provider it’s important to have a positive mindset and look to learn from experiences. Most things in life are seen from different perspectives and allowing yourself to see someone else’s view point. is an essential quality when looking to improve.

First steps are to gather facts. In order to resolve the issue and implement corrective action, you first need to know exactly what happened that caused the delay/service failure….

To solve it, Perhaps identify the issue first by get all the facts, speak openly, and collect specifics to settle a delivery time dispute between a client and a driver. Make the necessary adjustments to prevent such problems in the future and reach a fair settlement, including paying the customer or changing delivery processes. Building trust and avoiding future disagreements are both aided by keeping lines of communication open and concentrating on a fair conclusion. This method eliminates potential problems and makes sure everything runs well. Finally, use the appropriate system and calibrate it regularly. Thank you

Resolving a conflict between a driver and a client regarding delivery time discrepancies requires clear communication, empathy and a structured approach. Listen to Both Sides Gather as much of relevant information (evidence of what actually happened) Analyze the Situation Arrange a meeting and encourage both parties to express their views (ensure the conversation remains respectful) Find a Solution Client: Apologize for the inconvenience and offer some sort/kind of compensation Driver: Provide feedback on how to handle similar situations in the future Implement Preventive Measures Follow Up -check in with the client to ensure their satisfaction with the resolution -monitor the driver’s performance and adherence to the new protocols

O setor de rastreamento deve interagir antecipando as tratativas ANTES de esgotado o prazo e informar ao cliente sobre a excepcionalidade.

Após levantar os dados, hora de entender a causa raiz, o que falhou? foi falha humana? processual? é com base nessa parte que as ações futuras virão para evitar mais problemas.

A análise de causa deve ser junto ao acompanhamento em tempo real, com isso, possíveis imprevistos podem ser comunicados ao cliente para melhor entendimento e estratégia de entrega sem prejudicar a operação. Vale a transparência para que o cliente se sinta seguro e acolhido.

I would definitely look at causes first. The dispatcher should have seen the issue in real time with communication from the driver and GPS tracking, then immediately notify the customer and let them know what's going on and try to establish a solution that works with the customer.

On things I will find a driver with no sedule service in a timely manner and the vehicle is highly broken and maintenance cost increased.

Beeing open on such cases allows you to maintain trust with the customer, letting him take compensatory measures if needed to minimise the impact of delay while at the same time give you the chance to investigate reasonable take corrective action and improve for the future.

I’ve learned that your reaction to the issue can be just as impactful as the issue itself. Things are going to go wrong at some point and not being transparent about the issue could cost you more than just money. You have to look at the issue from your customer’s perspective. Apologize, empathize with them, and clearly explain what happened. Then state what YOU are going to do to solve the problem. Remind your driver or team member how important their role is to the operation as a whole. Not only should you provide feedback to them, but ask for their feedback as well. Including your team member in problem resolution will empower them!

TODOS tem como dever cumprir suas responsabliidades e a empresa tem de garantir todas as facilidades para a execução do serviço.

We need to communicate openly about issues, offer possible solutions and strive to find a resolution that meets their needs. Transparency and a proactive approach can help rebuild trust.

Bom apos levantar os dados, entender a causa raiz, chegou a hora a de comunicar cliente, motorista, e todos os envolvidos, deixando todos a par do que houve e porque houve fica mais tranquilo achar uma opção de resolução sem stressar a todos.

A chave é interagir ANTES e negociar com as partes a definição ! Não se pode jogar a responsabilidade ao elo fraco que é o motorista.

One solution is to have a proper agreed SLA, getting the records from GPS and another solution is to use customized apps through which drivers update each milestone achieved, which also covers loading, offloading time and in temperature controlled trucks it records temperature as well throughout the journey.

Para o cliente, pode-se oferecer um pedido de desculpas e, dependendo da situação, um desconto ou um crédito para futuras entregas como forma de compensação. Para o motorista, fornecer feedback construtivo e verificar se há algo que pode ser feito para evitar atrasos no futuro, como rotas alternativas ou melhor coordenação.

Solutions may vary from cases to case or individuals and as such it will important to give an opportunity for both client and drivers to share their displeasure to 3rd party who is well vested in conflict management to prevent minor disagreements to grow into huge conflicts ,thus there should be some systematic platform that parties could communicate their displeasure for redress.

IMPARCIALIDADE ANTES DE TUDO!!!! Depois de chegar ao denominador comum, deve-se propor e acompanhar as soluções. Pois não adianta, chegarmos a um consenso e em seguida trilharmos pelo caminho errado novamente.

It may be beneficial to consider using soft skills to manage the human factor in logistics. Additionally, it could be helpful to agree and implement acceptable contract terms and conditions at the contracting stage, both with drivers and customers. It may be constructive to allocate financial, operational, and information responsibilities for each party to the contract and to establish clear divisions of labour in logistics companies, as these measures could help to avoid conflicts and disputes and ensure the fair and timely distribution of compensation, in the form of penalties or discounts, according to each party's areas of responsibility.

Após identificar a causa e se comunicar com ambas as partes, proponha uma solução que visa satisfazer o cliente sendo justa com o motorista. Se o motorista teve culpa, considere oferecer um desconto ou frete rápido no próximo pedido do cliente. Se fatores externos forem os culpados, explique essas circunstâncias ao cliente e discuta como as entregas futuras podem ser gerenciadas melhor.

Montrer que nos devoirs sont fait en tant qu'intermediaires en soumettant la ou les procedures ou ajustements a celle ci ainsi le tout sera clair pour tout le monde

Transparência para com o cliente, esse é um fator fundamental para evitar futuros desentendimentos. Acompanhar e agir na razão do problema, trazer o cliente em para dentro da operação.

Follow up started before taking the freight which is important to deliver on time. Suggest solutions to clients and drivers which can help to prevent late delivery.

Its important to identify the root causes of delays and address them accordingly. Human errors should indeed be acknowledged and rectified through proper training and process improvements. In the context where drivers may face various external factors beyond their control, effective communication with clients is crucial. Keeping clients informed allows them to make necessary arrangements on their end, which can help manage expectations and mitigate any negative impact of late deliveries. By fostering a culture of open communication and collaboration both parties can work together to navigate challenges and find solutions that ultimately lead to better outcomes for all involved.

It requires a systematic and empathetic approach. - Understand the driver's reasons for the delay. - Listen to the client's concerns about the delay and how it impacted them. - Review the delivery logs, GPS tracking, .. etc. - Assess if the delay was due to factors beyond control like weather, traffic, or accidents. - Check if there were misunderstandings about delivery times or expectations. - Clearly explain the reasons for the delay to the client, supported by the facts and evidence gathered. - Acknowledge the inconvenience caused to the client and express understanding of their frustration. - Streamline delivery processes to minimize delays and improve accuracy in delivery time estimations.

This is one of the common issue in Transportation Management, always there are issues in between Driver and Client. To resolve this issue, you must have proper Service Level Agreement with Transporters. There must be deviation clause for any delay and Reward for Excellent Service.

I would like to see a discussion about drivers that are delayed for pick-ups and deliveries due to customer constraints. Whether it be fleet drivers getting preference for deliveries over third party carriers or drivers delayed at suppliers (particularly internal suppliers). I feel that’s the elephant in the room that never really seems to get addressed. Maybe it is… I’d be interested in learning more.

Always be ready with communication and follow up during the whole transit until it's delivered, let them know facts and issues encountered and suggest solutions. It is common in Transportation but there is a possibility, with the help of these things we can prevent late delivery.

I agree with the above points, I want to add something , if you agree or not. First of all we see the SLA with the party, because the party sends another transporter. ( third party transporter), The third party transporter is new to the company and system, and they send different transporters each and every delivery, then the conflict happens each and every time. Thank you.