Table of contents:

  1. Things to remember

  2. Example responses to customers who get upset over the ID check

    The customer is clearly over 25 years of age

    Senior citizen

    The customer is clearly under 25 years of age

    The customer is asking about the handling of their data

  3. Further scenarios and example answers

    Customer is asking if you would accept parent's or a friend's ID

    Will my non-photo ID that has my DOB on it be sufficient?

    Customer is saying to you that they have no valid ID

    Customer is asking if they will get a refund for returning C25 item back to the PU

  4. Indicators that a customer might become agitated

  5. How to keep yourself safe whilst completing Challenge 25 deliveries


Imagine a situation where you delivered an order and you had to ask for ID as it included an age restricted item and you thought it would be a quick transaction with the customer, however as soon as you asked for ID, the customer's face changed from a smile on their face to a frown. Rings a bell? Because we know situations like this can happen.

So what should you do if such a situation occurs again?


THINGS TO REMEMBER


😌Remain calm

👂Listen actively

🙉Don’t take insults personally

🎚️Pay close attention to your tone

😃Be understanding and empathetic

📝Let the customer know you understand their frustration however these are practices in place to ensure Challenge 25 item does not get into hands of someone underage

🙏Thank the customer for voicing their concerns to you


EXAMPLE RESPONSES TO CUSTOMERS WHO GET UPSET OVER THE ID CHECK


The customer is clearly over 25 years of age

I understand if this feels an inconvenience to you, however I am obliged to follow Challenge 25 procedure. ID check is part of the standard process across all Challenge 25 deliveries. Without confirming your age I will not be able to give you your item(s) and it will be returned back to the place it has been ordered from.

Senior citizen

Thank you for raising a concern about the ID check. ID check is part of the standard process across all Challenge 25 deliveries. Whilst you are clearly of age to receive the item(s), however I must ensure that you are the person that ordered the item and that the date of birth entered into the app is validated and correct. Without confirming this, I will not be able to give you your item(s) and it will be returned back to the place it has been ordered from.

The customer is clearly under 25 years of age

Thank you for raising a concern about the ID check. ID check is part of the standard process across all Challenge 25 deliveries. Upon evaluation, you look very young to me and I must ensure that a Challenge 25 item does not get into the hands of someone underage. Without confirming this, I will not be able to give you your item(s) and it will be returned back to the place it has been ordered from.

The customer is asking about the handling of their data

As a courier, I only need to record your date of birth within the app and will not be able to access it once the delivery is complete. Please refer to the FAQ section of the client you ordered from or contact their customer support who will be able to provide you with more information.


FURTHER SCENARIOS AND EXAMPLE ANSWERS


Customer is asking if you would accept parent’s or a friend’s ID

I must ensure that a Challenge 25 item does not get into the hands of someone underage. Hence I must check that you are the person that ordered the item and that the date of birth entered into the app is validated and correct. Without confirming this, I will not be able to give you your item(s) and it will be returned back to the place it has been ordered from.

Will my non-photo ID that has my DOB on it be sufficient?

Unfortunately it will not be sufficient. I must see an ID that has a picture on it, such as a passport or driving licence. I must ensure that you are the person that ordered the item and that the date of birth entered into the app is validated and correct. Without confirming this, I will not be able to give you your item(s) and it will be returned back to the place it has been ordered from.

Customer is saying to you that they have no valid ID

I must ensure that you are the person that ordered the item and that the date of birth entered into the app is validated and correct. Without confirming this, I will not be able to give you your item(s) and it will be returned back to the place it has been ordered from.

Customer is asking if they will get a refund for returning C25 item back to the PU

Yes, you will be refunded by the client. Please refer to the FAQ section of the client you ordered from or contact their customer support who will be able to provide you with more information.


INDICATORS THAT A CUSTOMER MIGHT BECOME AGITATED


The following framework called ‘STAMP’ can be used to best describe the situation in which a customer can become agitated:

S - STARING - prolonged glaring at you

T - TONE - sharp, sarcastic, loud, argumentative

A - ANXIETY - flushed face, heavy breathing, rapid speech

M - MUTTERING - talking under breath, criticising

P - PACING - walking around in confined space


HOW TO KEEP YOURSELF SAFE WHILST COMPLETING CHALLENGE 25 DELIVERIES?


🚶🏢Calmly leave the situation, property or building if you feel unsafe, threatened or uneasy at any point and contact CS.

🏙️🛋️Be aware of your surroundings and have a plan if things escalate.

📟📱Carry a personal safety device, such as a safety alarm or install a phone app that turns your phone into a safety alarm.


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