Download Powerpoint - Trucking Solutions Consortium

Professional Truck Driver
Certification
Transportation Customer Service 141
Clackamas Community
College
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Grant Funding
This product was funded by a grant awarded under the
President's High Growth Job Training Initiative, as
implemented by the U.S. Department of Labor's
Employment & Training Administration. The
information contained in this product was created by a
grantee organization and does not necessarily reflect
the official position of the U.S. Department of Labor. All
references to non-governmental companies or
organizations, their services, products, or resources
are offered for informational purposes and should not
be construed as an endorsement by the Department of
Labor. This product is copyrighted by the institution
that created it and is intended for individual
organizational, non-commercial use only.
Clackamas Community
College
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Workshop Outcomes
1. Identify the foundation skills for
creating loyal customers.
2. Describe behaviors for managing
service opportunities.
3. Apply skills, strategies and choices
for handling challenging customer
situations.
4. Identify and use methods for
managing stress to ensure service
success.
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Agenda Day One
1. Welcome and Introductions
2. Marketing and Branding
3. Customer Service Basics
4. Listening Skills
5. Day Review and Wrap-up
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Agenda Day Two
Welcome Back
Verbal and Non-Verbal Communication
Communication Devices
Difficult and Challenging Customers
Day Review and Wrap-up
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College
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Agenda Day Three
Welcome Back
Difficult and Challenging Customers
Negotiation
Conflict Resolution
Anger Management
Day Review and Wrap-up
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College
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Agenda Day Four
Welcome Back
Stress Management
Time Management
Road Life
Day Review and Wrap-up
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Marketing and Branding
Identifies your
company
Sets an image for
others
Provides a memory
Describes your
specialty
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Company Expectations
Ensure your clothes are clean and you are personally well
groomed
Wear company uniforms when required
Follow company policy regarding personal hygiene and other
dress ornamentals
Be positive when you approach the customer
Keep a smile on your face
Apologize if you are late for any reason (call ahead if possible)
Be aware of customer peak hours
Gain permission to unload from customer
Be polite
Say please and thank you to the customer
Be professional at all times
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Perspective Quote
When we change
the way we look at
things…the things
we look at change.
– William Dyer
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Characteristics of Customers
Serving them is the reason for which the organization exists
The purpose of work, not an interruption from work
People who rely on the organization to provide for their wants and
needs
Know what they want - are not wrong when they tell us what that is
Human beings with attitudes and feelings that we cannot ignore
Are not concerned with and do not care about the day-to-day
dealings inside the business operation
Self-centered - only want solutions to their own problems
Give loyalty based on a continuously satisfying level of service –
loyalty fades as soon as service declines below expectations
See the entire cycle of service, not just one element of the
organization
The source of our paycheck
Not all customers are alike, and they do not want to be treated alike
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Facts About Customer Loyalty
It costs 5 times more to attract a new customer than to keep an existing one.
American businesses will lose 20 percent of their customer base this year.
Each unsatisfied customer will tell about 10 other people of their experience; 12
percent tell up to 20 people.
Satisfied customers will tell an average of 5 people about their positive experience.
68 percent of customers leave because they feel companies are indifferent or did not
like the human side of doing business.
95 percent of customers will give company another chance if their complaints are
handled well and quickly.
Only 4 percent of customers with complaints, voice them.
15 percent of customers will leave because of quality problems.
15 percent of customers will leave because of price.
In many industries quality of service is one of the few variables that can distinguish a
business from its competition.
Customers are willing to pay more to receive better service.
Good service leads to increased sales.
The first 30 seconds of a phone call or meeting sets the tone for the remainder of the
contact. The last 30 seconds are critical to establishing lasting rapport.
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Assess Yourself
Complete the Customer Service Self
Assessment
Discuss your responses with one other
person
Identify areas to focus on and develop
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Customer Service Basics
Listening Skills
Tone of Voice
Follow-through
Questioning
Techniques
Non-Verbal
Behavior
Clackamas Community
College
Managing
Challenging
Behaviors
Language
Positive Attitude
Getting Creative
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3 Levels of Listening
Empathic
Listening
Hearing Words
But Not Really
Listening
Listening in
Spurts
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Types of Questions
Open
Focused
Closed
Multiple Choice
Situational
Leading
Threatening
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Verbal and Non-Verbal
Communication
Listening
Paraphrasing
Asking questions
Expressing
Empathy
Providing
Objective Data
Clackamas Community
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Clarifying
Using Silence
Building rapport
Giving Feedback
Receiving
Feedback
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The Power of Words
Positive Words
I can’t
I won’t
No way
I don’t have time
I’m afraid
You made me
I don’t want to
Clackamas Community
College
Negative Words
I can
I will
I am sure
I will make the time
Positively
I must/shall
You bet
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Communication Devices and
Effective Use
Be safe when using communication
devices
Pull off the side of the road if necessary
Know how to use them properly
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Managing Challenging Customers
Bullies
Power Freaks
Gripers
Seemingly Nice
Customers
Egotists
I Want Your
Supervisor
The Curser
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7 Steps
Respect
Empathy
Crack the Egg
Listen
Identify the Problem
Avoid Blame
Resolve the Problem
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H.E.A.T. Model
HEAR them out. Take the time to listen to their
concerns.
Respond with EMPATHY. Let them know you
understand their frustrations.
APOLOGIZE. Let them know we are sorry for
their inconvenience.
TAKE actions. Call or leave a voicemail to a
Supervisor, Marketing Associate, Customer
Service Representative, etc., who can solve the
problem.
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College
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9 Tips to Keep Your Cool
1. Keep your voice tone and volume low and speak slowly.
2. Ask no threatening questions.
3. Listen to find out what the customer's real reason is for being
4.
5.
6.
7.
8.
9.
difficult.
Treat the objection as important even if what the person's saying
doesn't seem important to you.
Acknowledge the problem, then repeat it to the person to make sure
you understand the issue.
Don't argue.
Apologize—even if you think the customer is wrong.
Offer to rectify any problem. If you can't, offer an alternative.
Act professionally at all times.
Afterwards, analyze the behavior that led to the problem so you can
avoid repeating it.
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Negotiation Process
Separate the people from the problem
Focus on interests, not positions
Invent options for mutual gains
Insist on using objective criteria
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Negotiation Strategies
Tell
Sell
Negotiate
Facilitate
Inquire
Listen
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Conflict Prevention
Building relationships and improving
communication is a powerful way to
prevent conflict from happening in and out
of the workplace.
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Conflict Management
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Resolution Process
Step One: Own your part of the conflict. If you are in conflict with another
individual or group, think about what you could have done to help cause the
conflict. Remember, every time the finger points, three fingers are pointing
back. Take some time to reflect upon the situation and be honest with
yourself.
Step Two: Determine the real problem. There may be many symptoms or
reactions to the problem but what is the root cause. Think about this
individually and then work with the other party to see if there is consensus
around the real problem.
Step Three: Determine situation improvements. What needs to happen to
improve the situation? What do both parties agree and disagree on and
what solutions can be put in place to solve the real problem.
Step Four: Create an action plan. Define what the mutual goals, steps,
responsibilities and completion dates are for the action plan.
Step Five: Check progress. Determine time frames for following-up with
one another to make sure the real problem has disappeared. Without this
step, it is easy to fall back into old patterns and behaviors.
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Anger Management
Anger refers to an internal state (feeling)
experienced by the person in question. An
angry person experiences some
physiological changes, some invisible and
some visible. There are some important
things to note about anger, and angry
people.
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Stress Management
People today are feeling stress at
unprecedented levels
The need for realistic education and
training about stress is more important
than ever before.
Today’s global economy calls for each
person at every level to be informed,
motivated and working for continuous
improvement.
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Stress Quote
“God grant me the serenity to accept
the things I cannot change, the courage
to change the things I can, and the
wisdom to know the difference.”
– The Serenity Prayer of Reinhold Niebuhr
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Signs of Burnout
Communicating Less
Feeling Less Energy
Experiencing Lower
Productivity
Late More Often for
Work or Appointments
Sleep Disturbance
Appetite Disturbance
Preoccupied with Health
and Body
Decreased Wants
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Methods for Managing Stress
On the Job
After Hours
Throughout the Day
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Time Management
Prioritize your daily work.
Do it right the first time.
Prepare for phone calls prior to making them.
Set aside time for creating new ideas.
Listen more -- you will not have to do too much re-work
if you listen.
Allow time for the unexpected -- do not try to cram too
much in a short period.
Do not tackle too many tasks at one time. Finish what
you start.
Make sure you get the instructions from someone else
right the first time.
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Time Management Continued
Prioritize your daily tasks.
Be a decision maker instead of procrastinator.
Keep a time log. Record all of your activities,
notice what activities are time wasters.
Deal with the root cause, not the symptom.
Give good instructions.
Try to manage your workload during your work
hours. Only take work home if it is absolutely
necessary.
Get organized.
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Managing Personal Resources
Finance
Immediate
Relationships
(significant other,
children, parents,
etc.)
Health and Wellness
Extended Family
Other
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College
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Managing Fatigue
In any one year of driving, there is a one in 200 chance
of a semi-trailer being involved in a fatal accident.
A recent study reported that car or truck driver fatigue
was a contributing factor to between 9.1 % and 19.9% of
fatal accidents involving trucks, with fatigued car drivers
being involved at least as much as fatigued truck drivers.
Semi-trailer accidents are more likely to be severe and
involve fatalities, as compared with car accidents.
Fatigue-related accidents are a major occupational
hazard for truck drivers, especially long distance drivers.
A recent study reported that "articulated trucks have a
high involvement fatigue accidents in comparison with
their involvement in other accidents".
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College
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Signs of Fatigue
Poor concentration
Tired or sore eyes
Restlessness
Drowsiness
Slow reactions
Boredom
Feeling irritable
Making fewer and larger
steering corrections
Missing road signs
Having difficulty in staying
in the lane
Micro sleeps
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Methods for Managing Fatigue
Adjust your car's environment
Do not use cruise control; keep your body involved with the
driving.
Watch your posture.
Take frequent breaks.
Stop for light meals and snacks.
Avoid alcohol entirely.
Don't allow your eyes to become fatigued or hypnotized. Wear
sunglasses to fight glare (but never wear sunglasses at night).
Break the monotony. Turn the radio on for a while, then off.
Vary speed levels. Chew gum. Stretch your legs, slap your
thighs. Talk to yourself. Sing. Keep your eyes moving.
Sleep.
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Managing Life on the Road
Finance
Relationships
Eating Habits
Physical Fitness
Fatigue
Time Management
Stress Management
Prevention Steps for Successful Trip
Planning
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College
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Workshop Closure
Assessment(s)
Feedback
Evaluations
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College
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