Customer Service Skills For Delivery Drivers

customer service for delivery drivers

Who this course is aimed at

Organisations that pride themselves on their customer service are recognising the vital role and impact the delivery driver has on their brand image as service champions as well as on customer loyalty. This one-day interactive course is designed for delivery men and women whose jobs involve delivering to customers on a face to face basis and therefore represent the face of your organisation.

People buy people, and the delivery driver is the first person the customer sees with their goods and the last person they see prior to their next purchase, and for online purchases, they’re the only person they see from your organisation. The customer will use this experience to decide whether to buy from you again or simply go elsewhere.

Course aim

To give delivery crews the skills to exceed customer expectations by providing excellent customer service when delivering goods to a customer’s home or workplace.

Course objectives

  1. What customer service is and its integral role when delivering goods to customers.
  2. How the customer may be feeling about their delivery before it turns up.
  3. What do customers like and dislike about delivery drivers?
  4. Top 10 service standards.
  5. How to greet a customer in a non-threatening way, making the customer feel relaxed and happy to have a stranger in their home.
  6. How to (& how not to) conduct themselves in the customer’s home/workplace, ensuring respect towards the customer, their home and their purchase.
  7. Ways to end a visit, ensuring the customer is left feeling valued and treated as an individual.
  8. How to use positive body language (& avoid negative body language) to positively influence a customer.
  9. Sounding friendly and confident on the phone (the pre-delivery phone call).
  10. Positive ways of handling disputes and complaints from a customer maintaining service levels and protecting the organisation’s reputation.
  11. Using empathy to show understanding of the customer’s feelings.
  12. Using positive language in place of negative and having a can-do attitude.
  13. Ways of going that extra mile for the customer and exceeding customer expectations.

Recommended additional support

To achieve a complete behavioural change in your delivery crews the success of the programme is enhanced through:

  1. Full visible and verbal commitment from the Senior Management Team towards excellent customer service and the development programme.
  2. Encouragement and praise from supervisors and other line managers for delivery crews to practice new customer service skills.
  3. Nominated drivers to become ‘Customer Service Champions’ or ‘Ambassadors’ to drive key messages and standards across the whole delivery team and help keep excellent customer service a top focus in the future.
  4. Active observations, assessment, mystery shopping and customer feedback are carried out regularly to capture standards of delivery and provide opportunities for praise and recognition, as well as coaching opportunities for drivers who would benefit from constructive feedback and guidance.
  5. Coaching support (and other performance management) are provided by line management.
  6. Sharing of learning between teams and distribution centres to ensure consistency across the whole team and foster development through learning from peers.
  7. Active praise and recognition of top performers via a variety of methods such as notice boards, email, internal newsletters, meetings, senior manager visits, appraisals, annual company awards ceremonies, meet the customer events
    etc.

Customer testimony

“You have been instrumental in helping us to improve our drivers’ and other team members’ customer service performance. What has impressed me most is that you are able to relate to staff at many levels in our business and that your approach ensures that our staff try to empathise with the customer and that your training ensures that they are more able to cope with those occasions where the customer might appear to be unreasonable in their expectations.”

Mark Harrison

Director of Service Operations – Concorde Logistics for Bensons for Beds / Harvey’s Furniture Store / Cargo

WHAT TO DO NEXT

This course will be tailored to suit the needs of your people, and your own in-house standards
will be included and reinforced during the training.

Please contact find out how this course can help your organisation.

Contact: Neville Beardsmore

Tel: 0121 247 5736 / 07984 030 180

E-mail: neville@cfatraining.co.uk

We look forward to hearing from you.