Because of a difficulty at the first farm, Wynn realises that he is going to be at least an hour late at the next delivery. What should he do?

Explanation: • Carry on as best he can and try to make up time: No, this may result in the next customer becoming annoyed at the delay or even going off to another appointment.
• Call the office and ask for help: No, there is little that the office can do now that the driver cannot do.
• Call the next customer once he is back on the main road: No, it would be safer (and better for the customer) if you phone from the current farm rather than phoning whilst driving. It is in any case illegal to use a hand-held phone whilst driving and it has been proven that even using hands-free devices diverts a driver's attention from the road.
• Stop at a suitable place and telephone the next customer advising of the delay: Yes, you should always try to keep the customer informed as soon as possible.

Category: CPC Case Studies: Customer Service