How do I handle a customer who thinks my $50 rush fee is too high?

Remind them that they are paying for a dedicated driver and an immediate 'Hot-Shot' departure. If they want it cheaper, offer a 'Standard' 4-hour window for $25 if your schedule allows.

What should I do if a customer gives me the wrong delivery address over the phone?

Always repeat the address back using the phonetic alphabet (A as in Alpha, B as in Bravo) and send a confirmation text immediately so there is a paper trail.

Is it worth answering the phone while I am currently on a delivery?

Yes, but only if you can do it safely. Use an AI service like SkipCalls to handle the initial 'Where are you located?' questions so you only pick up when a job is ready to be booked.

How do I quote a job for a package I haven't seen yet?

Give a 'base rate' for items under 50lbs and tell them the price is subject to a 'Heavy Item' surcharge if it requires a dolly or extra labor upon arrival.

Phone Scripts

Phone Script Templates for Couriers (2026)

In the courier world, speed is the only thing that matters. If you miss a call while you are driving or unloading a heavy crate, that customer is going to call the next driver on the list within seconds. These scripts help you close jobs quickly and stay professional even when you are on the road.

Rush Delivery Inquiry

Use this when a customer needs a 'Hot-Shot' or 'ASAP' delivery for a document or small package.

Thanks for calling [Your Company Name]! For a rush delivery right now, our fee starts at $50 for local drops under 10 miles. I can have a courier at your pickup location within 30 minutes. Do you have the pickup and drop-off addresses ready so I can give you a firm quote and get a driver dispatched?

Tips for this scenario

-Always ask for the deadline first to ensure you can actually make the window.
-Mention the 'Hot-Shot' fee immediately to filter out price shoppers.

Common Mistakes to Avoid

!Answering the phone while breathing heavily from carrying a 50lb box.

!Forgetting to ask for the weight and dimensions of the package before giving a price.

!Not repeating the suite or apartment number back to the customer to verify.

!Taking notes on scrap paper that gets lost in the van cab.

!Failing to mention additional fees like 'wait time' or 'stair carries' up front.

Phone Script Templates for Couriers (2026)

Rush Delivery Inquiry

Tips for this scenario

Common Mistakes to Avoid

Explore SkipCalls

Pro Tips

Frequently Asked Questions

How do I handle a customer who thinks my $50 rush fee is too high?

What should I do if a customer gives me the wrong delivery address over the phone?

Is it worth answering the phone while I am currently on a delivery?

How do I quote a job for a package I haven't seen yet?

Stop Losing Courier Jobs to Your Phone's Voicemail

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