7. DELIVERY
A smooth delivery service is very important. This is the last contact point that the customer will have with us. Delivery staff should act as our ambassadors.
• Require delivery staff to be presentable and polite.
• Determine the day and time of delivery, and confirm with the customer. Clear communication is essential to customer satisfaction and reduces complaints and problems.
• The delivery staff should know how to handle the furniture appropriately.
• If the delivery staff is to set up the furniture make sure that they understand they are to do so.