What should Paul do regarding the late delivery?

Explanation: • Do nothing, he will get there as soon as possible: No, this does nothing to allow the customer to make provision for the late delivery.
• Continue driving until he reaches his destination to minimise disruption to the customer: No, this does not let the customer know what is happening.
• On arrival make up a story as to why he was late: No, this does nothing to help the customer and fosters a feeling of mistrust between customer and operator.
• Contact the customer to explain the situation and give an approximate arrival time: Yes, this is the best answer here.

Category: CPC Case Studies: Customer Service