Customer reply · worked example

A useful reply knows its limits.

SUPPLIED FACTS

Dispatch: 2 business days.
Transit: usually 3–5 business days.
Customer asks: “Will it arrive by Friday?”

UNSUPPORTED PROMISE

“Yes, Friday is guaranteed.”

The supplied information does not support this answer.

A MORE USEFUL REPLY

“I can help check that.”

We dispatch within two business days; delivery usually takes another three to five. What is your delivery postcode, and have you already placed the order?

Ask the learner what they would send and why.