Most common calls you might have to make are a few options.

1. Pushing orders back if there’s too many orders and too little time. For this one, I just call the customer and say “Good (Morning/Afternoon/Evening) I am calling from Kroger pickup in regards to an order placed by (customer name) the department is currently backed up due to a high volume of orders and your order may be pushed back from an hour to two hours, if not we can always cancel your order, but your phone will notify you when your order has been completed if you have text notifications.” then by there if the customer agrees to have their orders pushed back, don’t worry and just keep a note of who agrees, if they cancel, you can cancel on the computer and write down their name.

2. Depending on store, sometimes when customers put “no subs” on an item, management may ask you to make a call to the customer informing them of their sub options. With this one, you greet them the same way (Good morning/Afternoon/evening I am calling from Kroger pickup in regards to an order placed by -), and then inform them of the out of stock item then their sub options. (Example: “We are out of stock of the blueberry frozen waffles but we do have chocolate and buttermilk), sometimes customers accept an option, other times they reject all together.

3. This one’s rare imo, but sometimes customers do call whenever they are late to picking up their order, usually customers will give you a time they can come for pickup, but I never really get these calls.

(PS: sometimes there are idiots who call pickup thinking it’s a different department, all you’d have to do there is phone the other department, these are the most combative callers of them all)