Welcome

Pre-flight checks

Pre-flight checks

Fire exits

Pre-flight checks

Fire exitsPhones

Pre-flight checks

Fire exitsPhonesComfort breaks

Who are you?

What happened in

1997?

1997 In 1997 Tony Blair’s New Labour sweep to power. The Teletubbies arrive on British

Television. D-ream are no1 in the charts with “things can only get better” and…

1997 The high street frozen food chain ICELAND formed Expert Logistics to deliver their new

range of fridges and freezers.

2009 in 2009 DRL acquires Expert Logistics.

Expert Logistics continues to grow and build on its reputation for first class and friendly customer service.

2012 is a big year for Expert Logistics at the start of the year they relocate to their new depot in Crewe –

Then in December a new outbase at Croydon comes online to cope with increasing sales.

2012

You deliver…

From March 2012 to March 2013 You delivered over a million appliances across the

whole of England and Scotland

“everything we do revolves around

happiness and our devotion to excellent

customer service”

John Roberts. CEO DRL Limited

Do you CARE?

CARES

CustomersARES

CustomersAttitudeRES

CustomersAttitudeRespectES

CustomersAttitudeRespectExcellenceS

CustomersAttitudeRespectExcellenceService

“ the Customer is

always right?”

Have you heard the old saying:

“ is the Customer always right?”

Let’s re-arrange one word…

“The crew (CW***) were grumpy and just wanted to get going. They had no time for me. I wanted the washing

machine put in the kitchen and unwrapped. They dumped it in the hall and were gone leaving me to unwrap it.

Expert Logistics were anything but Experts – Thanks for nothing!”

What about JBA 9234008 Mrs Jones?

(real life example – identity protected)

Had the most awful experience with our delivery yesterday. The crew woke our child by pressing constantly on our door bell (against the knock that was requested), shouted at my partner for not returning calls (called them back twice and left a v/mail), and broke a picture frame in half after being specifically told to be careful around it. Not sure who they were as i was out, but DO NOT USE THIS COMPANY. Appliances Online will pay for our picture frame, which the drivers blamed on my partner for having it on the wall in an awkward place. They did not even apologise. Yobs.

How about JBA 9292044 Mrs Smith? Facebook April 2013

CustomersARES

Customershave expectations about the level of service they should receive.

You may think they are unreasonable

BUT Can you find a way to leave

the customer happy?

Are you man enough for the job?

Customershave expectations about the level of service they should receive.

Some crews will ALWAYS try and deliver!

Big thanks to delivery drivers Andy and Shaun. This company has excellent customer service from order to installation. The guys managed to fit washing

machine perfectly despite and awkward pipe being in the way. They were friendly and professional. Big thumbs up!

Customers say…

CustomersAttitudeRespectExcellenceService

CustomersAttitudeWhat would you do?

Specification:

Make : Samsung Model: RSH7UNHS BK

American Fridge Freezer

AKA – ‘Yank’AKA – “This isn’t going in there love!”

Height: 179.0cmWidth: 92.5cm Depth: 74.0 cmWeight: over 130kgStorage capacity: 625 litres

Value: £1,100 approx

How far would you go to complete service?

DRIVER ISSUES.

Problems?(Physical Problems)1.Size - access2.Weight3.Unpacking4.doors off / doors on5.Time allowed6.damage customers property.

Contractual ObligationsDRL – room of choice. Packed.

This is how far you could go…

For Mark and Julian, Cw100k. Lads I cannot thank you enough!! What an exceptional delivery team, they're worth their weight in gold. They went over and beyond to get my American fridge freezer into my flat, might I mention up about 20 stairs with hardly any room to manoeuvre. On top of that my fridge weighed 130KG! I'm so pleased as most people wouldn't even attempt the task but these two wouldn't leave until it was done! I'm over the moon... your welcome back to my pub for a pint any time, thank you so much!!!

For Mark and Julian, Cw100k. Lads I cannot thank you enough!! What an exceptional delivery team, they're worth their weight in gold. They went over and beyond to get my American fridge freezer into my flat, might I mention up about 20 stairs with hardly any room to manoeuvre. On top of that my fridge weighed 130KG! I'm so pleased as most people wouldn't even attempt the task but these two wouldn't leave until it was done! I'm over the moon... your welcome back to my pub for a pint any time, thank you so much!!!

CustomersHow to deal with difficult situations.

CustomersHow to deal with difficult situations.

Three basic rules.Rule 1.Rule 2.Rule 3.

CustomersRule 1.

CustomersRule 2. Make sure the customer properly understands the reason for the fail.

CustomersRule 3.Use the Call Centre.

Audio Examples of irate customers

If you only remember thing from this presentation1

Treat each customer as if they are the most important person that day you will meet.