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Multi-Drop Operations & Customer Service

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. Service Levels.

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Multi-Drop Operations & Customer Service

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  1. Multi-Drop Operations & Customer Service

  2. 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

  3. Service Levels SERVICE LEVELS 4% of dissatisfied customers complain However most damage is caused by the customer who never complains but tells everyone they know how bad your service or product is 91% of dissatisfied customers never come back 95% of dissatisfied customers will return if the complaint is dealt with on the spot .

  4. Service Levels Discussion Point Look to your own job & place your thought to one thing that you could do to make the service that you provide excellent The old bike was just too Small for the new customers orders

  5. 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

  6. 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

  7. Brand Image What is it? What does it stand for? Why do we have them? What would you do or say to management if you received poor or inadequate service?

  8. Code of practice Customer Service - Code of Practice BS8477 The British Standards Institute has produced and published a ‘Code of Practice for Customer Service’ It contains recommendations and suggestions on how a company should deal with its customersand it has three main sections • Retaining existing customers • Improving sales to those customers • Winning new customers by recommendations from existing customers

  9. 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

  10. Communicating Problem solving • By responding in a positive way, even if you cannot help, is better than not offering help at all • It is always better to say words like, “I can certainly try, or “I can make a call” or even “I can deliver again tomorrow” • When offering a solution always let the customer decide the outcome

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