This document provides an orientation for new delivery drivers at Expert Logistics. It covers important safety checks, procedures and policies including fire exits, phones, and comfort breaks. It emphasizes putting customers first and the importance of attitude, respect, excellence and service. It discusses examples of both positive and negative customer experiences and how to handle difficult delivery situations. The overall message is that customers have expectations of good service and drivers should find ways to satisfy customers even in challenging situations.

2. Welcome

3. Pre-flight checks

4. Pre-flight checks
Fire exits

5. Pre-flight checks
Fire exits
Phones

6. Pre-flight checks
Fire exits
Phones
Comfort breaks

7. Who are you?

8. What
happened in
1997?

9. 1997In 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…

10. 1997The high street frozen food chain ICELAND
formed Expert Logistics to deliver their new
range of fridges and freezers.

11. 2009in 2009 DRL acquires Expert Logistics.
Expert Logistics continues to grow and build on its
reputation for first class and friendly customer service.

12. 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

13. You deliver…
From March 2012 to March 2013
You delivered over a million appliances across the
whole of England and Scotland

14. “everything we do
revolves around
happiness and our
devotion to excellent
customer service”
John Roberts. CEO DRL Limited

15. Do you
CARE?

16. C
A
R
E
S

17. Customers
A
R
E
S

18. Customers
Attitude
R
E
S

19. Customers
Attitude
Respect
E
S

20. Customers
Attitude
Respect
Excellence
S

21. Customers
Attitude
Respect
Excellence
Service

22. “ the Customer
is always right?”
Have you heard the old saying:

23. “ is the Customer
always
right?”
Let’s re-arrange one word…

24. “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)

25. 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

26. Customers
A
R
E
S

27. Customers
have 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?

28. Are you man enough for the job?

29. Customers
have expectations about the
level of service they should
receive.
Some crews will ALWAYS
try and deliver!

30. 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…

31. Customers
Attitude
Respect
Excellence
Service

32. Customers
Attitude
What would you do?

33. Specification:
Make : Samsung
Model: RSH7UNHS BK
American Fridge Freezer
AKA – ‘Yank’
AKA – “This isn’t going in there
love!”
Height: 179.0cm
Width: 92.5cm
Depth: 74.0 cm
Weight: over 130kg
Storage capacity: 625 litres
Value: £1,100 approx

34. How far would you go to complete
service?
DRIVER ISSUES.
Problems?
(Physical Problems)
1.Size - access
2.Weight
3.Unpacking
4.doors off / doors on
5.Time allowed
6.damage customers property.
Contractual Obligations
DRL – room of choice. Packed.

35. This is how far you could go…

36. 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!!!

37. 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!!!

38. Customers
How to deal with difficult
situations.

39. Customers
How to deal with difficult
situations.
Three basic rules.
Rule 1.
Rule 2.
Rule 3.

40. Customers
Rule 1.

41. Customers
Rule 2.
Make sure the customer properly
understands the reason for the fail.

42. Customers
Rule 3.
Use the Call Centre.
Audio Examples of irate customers

43. If you only remember thing from this presentation
1

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