Last-mile delivery exceptions

Skills you'll practise

• Choose the right action for common delivery exceptions within company policy and the customer's instructions
• Record proof of delivery or exception accurately, with evidence someone else can rely on
• Communicate delays and failed attempts clearly and honestly to customers and dispatch
• Recognize when to stop and escalate instead of improvising (safety, security, damage)

Course outline

1. 1.Last-mile delivery exceptionsVideo · 2 min
2. 2.When a delivery doesn't go to planLesson · 14 min
3. 3.Handling exceptions wellLesson · 14 min
4. 4.Preventing failed deliveries upstreamLesson · 15 min
5. 5.Last-mile delivery exceptions: knowledge checkKnowledge check · 20 questions
6. 6.Last-mile delivery exceptions: practical exerciseKnowledge check · 1 question
7. 7.Signature required, nobody homeScenario
8. 8.Final exam6 questions · passing it completes the course, so people who already know the material can test out

Sources it draws on

The lessons and questions are written from these references, so learners can go back to the original.

• General last-mile delivery practice (proof of delivery, failed-attempt handling)
• Your company's delivery policy, safe-place rules and customer instructions