Handle a delayed order with confidence

The procedure

Acknowledge the customer’s question and check the approved order-status source. If timing is unknown, say so. Refer an unresolved question to the shift lead.

Your practice

The status source does not provide an arrival time. What should you say?

1. Promise that the order will arrive in ten minutes.
2. Explain that the time is unknown and ask the shift lead to help.
3. Use an arrival time from an unrelated order.

Work checkpoint

In a role-play, the learner states the known facts, avoids an invented ETA, and makes the approved handoff. The shift lead records an observation.