More and more, consumers are expecting personalized, around-the-clock customer service, and this means companies must take strides to offer this degree of service to their customers.
One approach to keeping up with this expectation is to train your entire staff in customer support techniques, including your drivers. The advantages of having your driving staff trained in customer support go way beyond meeting customer service needs. When everybody on staff can provide excellent customer support, it has many other benefits, some of which are listed below.
Why your drivers need customer service training
1. Anyone Can Help with Customer Issues
As a result of high demand and/ or staffing issues, a support team can get bogged down at any point during the day: Employees get sick, take time off, and get pulled into various essential projects. When that occurs, having a driver who can step can helps keep a customer pleased.
Moreover, it’s helpful for support staff to know that drivers and others in your company have their back when they get overwhelmed.
2. More Customer Awareness
Even though customer problems can be tedious, they’re a crucial kind of feedback. If a lot of people are complaining about the same particular issue, you should know it needs to be addressed. When the entire organization has an understanding of how your company makes customers happy and unhappy, it can more readily address customer issues.
3. More Product/ Service Awareness
The products and services of a company are only made better when employees thoroughly understand their qualities and benefits. Involvement in customer support is a good way for employees to learn more about their company’s product or service, which can lead to better problem solving and innovation.
4. Valuable Cross-Training
At many businesses and small businesses, in particular, employees have to wear many hats. Having your staff trained in customer support is a kind of cross-training that causes everybody to get more familiar with the various areas of your organization.
Cross-training also helps workers learn new abilities, allowing them to grow beyond the boundaries of their job. Encouraging truck drivers to find out more about other facets of the business makes them more equipped to improve their skills and advance into leadership positions.
5. More Credibility
When customers can have their questions and minor issues addressed knowledgeably by a driver, it gives your entire operation more credibility. Customers are more likely to think that everyone in your whole organization is on their game if a driver can go outside their specific job duties to address their concerns.
When drivers address customer issues, it also comes as a relief to those who do want to deal with an automated customer support system. Technology can do many wonderful things, but it still can’t provide the same level of service as a real, live human being.
Let Us Connect Your Company with Friendly, Versatile Drivers
At Cornerstone, we help our clients locate smart, personable candidates for their open positions. If you are currently looking to hire drivers, please contact us today.
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