Have you ever been on the receiving end of an irate customer conversation?
What did you do? How did it make your feel? Helpless?
At some point we have all been on the receiving end of poor customer service so we know how upsetting poor results can be. One thing I ask myself is what can I do right now to defuse this person’s anger, and what can I do to create some satisfactory results.
As commercial drivers we can always think about safety first. Are we being careful on and off the job? We are always the best person to do our own route, so consistency is one of the keys to good customer service. Drivers also must observe all traffic laws and regulations. The general public may not know all the ins and outs to driving a commercial vehicle, but they do know when unsafe maneuvers are being made on the road. Make sure that you are responsible and understanding of all state and local laws and regulations you must follow as a commercial driver.
Another way to provide good customer service is establishing a positive rapport with parents and saying everything with a smile. I have found it very difficult to sound snippy when I have a smile on my face! Always think before you react or speak. If the words sound sarcastic in your head, they more than likely will out loud. Remember, your customer is a human being too. They are someone’s mother, father, sister, brother and you would not want someone being rude or disrespectful to yours.
In closing, always demonstrate genuine care and concern for the customer. The children you transport are valuable not only to the company but to the community. You are a vital resource on how people can and should behave towards one another. Positivity is infectious. Your smile and calm positive state can change an angry customer around and set the tone for their children’s day.