Delivery drivers are your ambassadors and are the face of your organisation
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 and on customer loyalty. People who deliver to customers’ homes on a face-to-face basis, represent the face of their organisation and as such need act as your ambassadors.
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; for on-line 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 to simply go elsewhere.
Top Customer Service tips for Delivery Drivers
- Always phone ahead
- Your customer’s time is precious. Manage their expectations and help relax them by phoning ahead to give an estimated time of arrival. This will also help you ensure they’ll be ready for you when you arrive;
- Use a friendly tone of voice and be polite; remember your customer is about to let strangers into their home so you must sound friendly and unthreatening;
- Call them by their name and introduce yourself and your colleague by name, make it personal and not just ‘another delivery’. Names build trust as well as make it personal;
- Tell them what you’re delivering and from which store, not “we’ve got a delivery for you”. This shows you know what you’re doing and builds trust in your customer. The customer also may have taken a day off work to have multiple deliveries that day from multiple stores;
- Don’t be afraid to ask about parking and access to the property. This shows you’re professional and care about making the delivery as smooth as possible for you and your customer.
2. The delivery
- Knock the door and take one step back as you don’t want to come across as intimidating;
- Smile, show your ID badge (if you have one) & introduce yourself, partner & store;
- If part of a two-person crew, explain that your colleague ‘name’ is in the lorry sorting the product(s) out. If the customer thinks you’re on your own they may think you’ll need their help lifting and carrying, not a great first impression to make;
- Always ask to see where the goods are to be delivered and wearing your overshoes check the route for any hazards and obstacles, especially for larger products.
- While checking the route reassure your customer by explaining how the delivery will take place e.g. duration, if you’ll be unpacking the product, flat pack or build, rubbish removal, and end of delivery satisfaction checks;
- Deliver the product safely to the room of choice as smoothly as possible. Remember, huffs, grunts, groans and moans can be interpreted by the customer as you having trouble with the delivery and raise any anxiety they may have. You’re professional delivery people who have lots of experience and able to deliver goods safely in to customers’ homes, so don’t let yourself down by creating the wrong impression.
3. When the goods are in place – your chance to make the customer feel good
- Ask the customer to check the goods over and check they’re happy with the delivery;
- If appropriate, explain how the product works e.g. tips on putting it together or cleaning tips etc. This shows you care and that you’re more than just a delivery person;
- Compliment customer on their purchase / choice; they’ve spent a lot of money with your store and a compliment at the end reinforces the customer’s choice and help them feel good. Hopefully they’ll also think you’re a nice person complimenting them;
- Reassure the customer that your Customer Service Team can help if the customer has any questions after you’ve left. This goes a long way to pacify and reassure a nervous or apprehensive customer.
4. Leaving the property
- Thank the customer (using their name) for shopping at (store);
- Wish them a good day & that you hope to see them again soon;
- Leave the property tidy and clean like you’ve never been there.
Absolute must nots for delivery drivers
- Not phoning ahead to say you’re on your way;
- Not phoning the customer if you’re running late / stuck in traffic;
- Come across as intimidating, grumpy or impolite;
- Call the customer love, duck, darling, mate, pal, sir or madam. These are too personal and are also gender specific;
- Flirt with women customers. This makes most women feel uncomfortable not complimented;
- Damage the customer’s property or the goods when getting the goods in;
- Look or smell unclean. Remember a customer will judge you and your delivery on the impression you create;
- Swear and use inappropriate language, even when you think the customer is out of earshot;
- Ask to use the toilet. Most customers do not like strangers using their toilet and when asked, they may say yes to avoid confrontation, but will be left with a negative customer experience as a result;
- Argue with the customer. If there is any cause for the customer to complain or criticise, apologise or empathise and phone the depot for mediation.
I hope you’ve found these tips of use and interest. CFA Training specialise in customer service skills and welcome any enquiries we might be able to help with.
Please feel free to contact me. I look forward to hearing from you.