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Haulage, despatch and courier providers
are by classification, a Service Industry, so why is
it, so many fail to deliver good customer service?
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
Duration - 10 days
Location - Customers premises
Certificates will be issued on successful completion
of the course.
Lift Truck Operator 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
• 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 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
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
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
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