Short Answer 
The answer outlines a three-step approach to address a vendor’s declining shipping performance and increasing customer inquiries. First, analyze performance metrics to identify trends, then investigate the reasons for customer questions, and finally, implement solutions such as enhanced communication and support training to improve the situation.
Step 1: Analyze the Vendor’s Performance Metrics
Start by examining the vendor’s performance metrics to identify trends related to shipping. Pay attention to the following factors:
- On-time Shipment Rates: Review the records to determine the percentage of orders that were shipped on time, noting the decline over the months.
- Customer Inquiries: Track the increase in customer questions related to the vendor, particularly during and after the promotional campaign.
- Time Frames: Consider the timeline of the promotional campaign and when customer questions peaked to find correlations.
Step 2: Identify Reasons for Customer Questions
Next, delve into the potential causes behind the surge in customer inquiries. Keep in mind that the reasons may include:
- Shipment Delays: With a decline in on-time shipments, customers may have concerns regarding the status of their orders.
- Uncertainty from the Promotion: The promotional campaign may have created buyer expectations that are not being met.
- Resolution Communication: Assess whether the customers received sufficient updates on delayed orders or campaign-related issues.
Step 3: Develop Solutions to Address Concerns
Finally, implement strategies to address the increase in customer questions effectively. Consider the following solutions:
- Enhanced Communication: Improve communication with customers by providing regular updates on shipping status, particularly for delayed items.
- Customer Support Training: Equip your customer support team with knowledge about common concerns and resolutions related to the specific vendor.
- Review and Adjust Vendor Relationship: Evaluate the vendor’s performance and consider potential changes if issues persist.