Multi-Drop Operations & Customer Service

Subjects Covered Customer service, what is it? Levels of service Customers, who are they? Financial impact Brand image BS8477 Code of Practice Meeting expectations Communications Awkward customers Satisfied customers

Customer Service, an Introduction Poor service How do people react to poor service? 72% of customers do not return to a provider who has given poor service If a company managed to reduce its customer problems by 5% an increase in profits follows This can mean more money for new investments in vehicles, equipment and potentially - higher wages for the employees

Customer Service, an Introduction Good service How often do you tell the provider that they have offered good service? Very few customers compliment a provider with good service levels, they will often just smile and say thank you. They may even recommend the service to a friend This is the best endorsement a company can get and it is rare indeed, however a bad word travels like wildfire

Service Levels Expectations Customers all expect a minimum standard of service and don’t even think about it If we buy a radio we fully expect it to work and to receive the programmes we wish to listen to When we turn on a tap, we expect water to come out If we enter a restaurant, we expect good food, well presented and politely served Mail and daily papers through the letter box, trains and ferry’s on time All of these things are taken for granted, to us this is ACCEPTABLE service.

Customers The Customer So, who are the two types of customer? First the external, who are; Members of the public The consignor The person parting with the cash Anyone involved in the supply chain

BAD PUBLICITY HURTS BUSINESSES Customers External Customers Q: Generally, how do you think bad service is received by the media? The media use bad news to sell their stories, they are also quite dependent upon industry advertising Trade press such as Commercial Motor, Truck and Driver and Truckstop news generally give positive stories about our industry. However, the general media love drama and conflict causing an emphasis on the negative side to events For instance those drivers who slavishly follow their sat-navs provide good stories for the press and a poor image of the industry BAD PUBLICITY HURTS BUSINESSES

Financial Impact Your company driver duly turns up for the first collection, he is smart, polite, helpful and goes the extra mile. The goods are well packaged and easily loaded Remember your company has charged £75.00 per consignment based on weight and dimension If the new customer only moves up to 5 consignments a week, this is worth £375.00 Ten consignments a week = £750.00 Ten consignments a week for a year is £39,000.00 So if your company employs 20 drivers and each and every one of them provides excellent customer service and both businesses do very well and expand. That’s £780,000.00 in revenue that could be gained, which in turn secures jobs and prompts investment of new vehicles

Customer expectations Meeting & managing them As a delivery driver you are also the ambassador for your company as you are sometimes the only person the customer has had face to face contact with Always keep in touch with the depot and communicate any problems or issues Look after your vehicle, keep it clean and tidy, legal and always follow speed limits especially through residential areas Bad driving is quick to be reported, good driving never is

Communicating Good body language Warm inviting gestures Smile & show a positive humorous attitude Nod your head when you agree & whilst you listen Relax your stance and posture Relax your arms Keep good eye contact