Haulage Industry
Haulage, despatch and courier providers are by classification, a Service Industry, so why is it, so many fail to deliver good customer service?
The following course outline is aimed at the Company’s primary representative - The Driver.
It centres around the occupational standards required to achieve a vocational qualification in customer services at level 2, but is tailored to meet the every day duties of the driver.
- What is Customer Service?
- Customer Service aims and objectives.
- Preparing to meet your customer.
- Establishing effective relationships with customers.
- Greeting and communicating with customers in a way that is appropriate to their needs.
- Adapting behaviour to respond effectively to different customer behaviour.
- Meeting your Organisations standards for appearance and behaviour.
- Responding promptly and positively to your customer questions and comments.
- Explaining clearly and courteously to your customer why their needs and expectations may not be met.
- Giving customers a positive impression of yourself and your Organisation.
- The importance of consistent good service - the detrimental effect of poor service.
The course will require maximum delegate participation, and will involve numerous role play situations and visual aids.
Lift Truck Instructor Training
Instructor Training Course
Duration - 10 days
Location - Customers premises
Certificates will be issued on successful completion
of the course.
Lift Truck Operator Training
In Centre Training
Duration - Depends on experience of
trainees, however courses are designed for novice operators,
experienced but untrained operators, conversion courses
and refresher training.
Location - Customers premises
Certificates will be issued on successful completion
of the course.
Lift Truck Operator Training
Equipment
- Counterbalance lift trucks
- Reach trucks
- Narrow aisle trucks
- Pedestrian lift trucks
- Side loaders
Duration - Depends on experience of
trainees
Location - Customers premises
Certificates will be issued on successful completion
of the course.
CPC and Tachograph Courses
- CPC Road haulage (National) 6 day course. Max 12 delegates.
- CPC Road Haulage (International) 3 days. Max 12 delegates.
- CPC Passenger (National) 6 or 7 day. Max 12 delegates.
- CPC (International) 3 days. Max 12 delegates.
- Drivers Hours and Tachograph Regulations. Half day induction/refresher. Max 12.
Traffic Management
Seminars and workshops delivered in the following areas:
Transport Operations Awareness
Including:
- Operator Licensing
- Vehicle Maintenance Programmes
- Police/VOSA Fleet Inspections and Roadside checks
- Driver’s Hours and Driver’s Hours of Work records
- Traffic crash procedures
- Driver licensing
- Speed Limits and Traffic regulations
Driver Awareness Workshop
Including:
- Driver’s Hours and Driver’s Hours of Work records
- Defect reporting
- Vehicle checks
- Police/VOSA Fleet Inspections and Roadside checks
- Traffic crash procedures
- Driver licensing
- Speed Limits and Traffic regulations