1. What is Customer Service?It can be simply explained as “the way in which an organisation delivers its products and/or services to meet the needs of its customers.”

Here we will look at why it is important:• To the customer• To YOUR company• To the driver

2. What is Exceptional Customer Service?Once in a while we come across service that is exceptional,something above and beyond what we might expect. Thesecret of providing exceptional service is therefore toanticipate the customer’s expectations and to exceed them.

Here we will undertake the following:Exercise – Good and bad customer service, think about the experience and the person• What they did right• What they did wrong• What was the likely effect of what happened• What the person could have done to improve the situation

Through two case studies we will look at:• What would be acceptable service• What would be bad service• What would be exceptional service

3. Identifying OUR CustomersA customer is not just the person or company that buys ourproducts or services. It is anybody – inside or outside ourcompany – who benefits from our work.

Here we will look at;External Customers• Consignee • Consignor• The transport company • The supply chain• General public • Media• Other organisations

Internal Customers• The agency, labour provider• The boss• Our staff• Our friends and family

Customer Service inthe Transport IndustryOverview:Every business should have objectives. One of those objectives should be to find new customers, and to keep those customers.

Customers of a business can be new, or current customers returning tobuy more. The significance of good customer service can be shown infinancial terms, as it costs at least five times as much to win a new customeras it does to keep a current one. Much of the profits of most businessesrely on repeat custom.

This is where Driver Hire’s unique Customer Service in the TransportIndustry training module can help. This module is designed to help youexceed your objectives of exceptional customer service.

Within this training module your drivers will go through 11 key elementsof training. They will be required to work through a number of exercisesand team work as well as watching 5 Driver Hire production trainingvideos on good and bad customer service.

Training ObjectiveTo develop an understanding of what makes the difference between acceptable, bad and excellent customer service, and to appreciate the effect of our own actions in how our customers see the services we provide

The 11 parts of Driver Hire’s Customer Service Training module are:

Key Facts

• 1 dissatisfied customer will tell 8 other people• A customer who has had a bad experience is twice as costly as one who has had a good one

• It is up to 20% more expensive to gain a new customer that retain an old one

• 4% of dissatisfied customers complain• 91% of them never come back• 95% of dissatisfied customers will return if the complaint is dealt with on the spot

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4. The Financial ImpactPoor service will ultimately hit our pockets, while exceptionalcustomer service ensures profits and job security.

In this part of the module we will give examples and talkthrough with your drivers on some simple figures that couldmake or break a customer and even a business.

We also highlight that 99% is not good enough. If you thinkthat getting it right 99% of the time is good service, then here’ssomething to think about:• 12 babies would be given to the wrong parents every day• 1,312 phone calls would be misplaced every day• 22,000 cheques would be deducted from wrong bank accounts within the next hour

• 291 heart pacemaker operations would be done incorrectly this year

• 268,500 defective tyres would be manufactured this year• 880,000 credit cards would have incorrect information put on the chips or magnetic strips

5. Poor Service; Brand ImageHere we look at a variety of brands, their image and what itrepresents. We also go through and discuss what makes abrand what it is, and how it can be damaged. What does their own brand means to them and how do they think it is perceived?

A good product is a basic first step, but good or excellentcustomer service can build an average product into a greatbrand, and poor service can destroy the brand image of anexcellent product.

6. The Customer Code of ConductNot every company has one. But as an individual this does not stop you from displaying the same ideals and values

Here the trainees will be asked:• What should a customer code of conduct contain• What will the benefits of having a code of conduct be to your company

• What the benefits will mean to your customer• What we need to do to make it work

We will go in to the following to understand each above point;

7. Meeting Customer ExpectationsThe transport business is very simple in theory – all that has tobe done is to collect goods from one place and take themsafely to another! Understanding customer service is whatdifferentiates good from bad transport companies.

Here we will use two case studies to look at:• What customers really want• What is expected from the driver• What’s in it for the driver• Staying in touch• Managing expectations

8. Positive CommunicationTwo things happen in any exchange between two people.There’s what one person says and there’s what the otherperson hears. These are unfortunately not always the samething. Accurate communication is vital in business.

Here we will look at;• Exercise on communication, the message, listening and feedback

• Staying in touch• Written and verbal communication• Body language

9. The Awkward CustomerDo’s and don’ts when confronted by an angry or awkward customer.

• Strategies for defusing a difficult situation

10. The Satisfied CustomerWhy customer satisfaction is so important, and valuable.

• Group discussion points and exercises• Reputation – positive and negative

11. Self AssessmentTrainees will discuss and answer a series of questions based on what they have learned and what they are going to do differently.

• Timelines• Appearance• Courtesy• Quality• Efficiency• Ease of doing business• Problem solving• Commitment at all levels• Credibility• Culture

• Competence• Responsibility• Resources• Managing customer service

• Quality• Feedback• Continual improvement• Internal communication

Appointments

Call us on (08) 9474 4077email: training@driverhire.com.au

SUMMARY

Driver Hire’s Customer Service module covers:• What is exceptional customer service?• Who are your customers?• Poor service: brand impact• The customer service code• Meeting expectations• Communications• Solving problems

www.driverhire.com.au

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