NTS Issues Phone Script

📞 1. Answering the Call

Hi, this is [Your Name] from Mediapoint — how can I help you today? 

📝 2. Collect Information from NTS

The Driver is at the delivery location, but there is know one to receive the order...

📝 3. Investigate

Ask for a job number J......

Search the job and find details of the receiver (Name and phone number)

YES - We have the information. Pass this on to the caller

NO - Go on to the next step

🧩 4. Options

Is there a safe place to leave the order? 

YES - Please take photos and attach them to the POD, We will contact our customer

NO - Please bring the order back to us, We will contact our customer 

Is there a neighbour who will accept the order for the customer?

YES - Please include the details on the POD of who you gave the order to and where the customer can find it, We will contact the customer

NO - Please bring the order back to us, We will contact the customer

🙏 5. Close Professionally

Thank you for your call we will contact our customer to let them know the outcome

✉️  6. Make Contact with the customer 

Call or email our customer and let them know the situation and what the outcome is.