greg334
Veteran Expediter
I know that a few dispatchers and other company employees peruse this site and a few pick up on some of the things we say but after meeting a fellow EO member yesterday and discussing a really touchy subject for some of us (last item in the list), I decided to post what I think are some rules all dispatchers, department managers and contract coordinators should live by.
These are not in the order I would like them or refined as I would like – there is overlap in many of the rules with others rules in the list. I will work on the some other time but the inspiration should be clear to all.
#1. The driver is more important than you are; they are second in the line of importance behind the customer and make money for the company you work that provides you your job. Do not forget how important that the driver is for you, without them you do not have a job.
#2. Assumptions are dangerous. If you have a habit of assuming things without asking questions, you are a fool and will not last in any job. Always ask questions and wait for answers before making any comments or decisions.
#3. Remember you do not know everything. Never think that you do and never think that a driver knows nothing. Some of the drivers you talk to may have been driving professionally a lot longer than you have been alive.
#4. Communications is the key to a better working relationship for all and is critical for good customer service. If you have a problem with something or have to tell a driver something bad, do not hesitate. Be honest, be forthright and be clear. Do not rush the conversation, make sure that the driver understands and let him or her a chance to ask questions before ending the conversation.
#5. If you make promises – keep them. If you know you can’t deliver a promise, don’t make promises. Never make a promise to shut someone up; this is a bad strategy that will come back on you. If you make a promise you can’t keep due to something out of your control or say something that is wrong and you find out what is correct, be honest about it, contact and tell the driver – don’t let the driver hang with false or improper information. If you are ever called on something you said, don’t lie and say you didn’t say it, it damages your credibility with the drivers and your superiors.
#6. When dealing with customer complaints, do not assume that the driver is wrong or that you know the entire story to pass judgment, there are always two sides to a story and many times the customer is not always right or communicates the issue from only what they think or heard from someone else. The best thing is to stay neutral, talk to everyone involved and ask questions.
#7. If you receive hostile comments from either a driver or a customer, do not take the comments personal even if you have created a situation to trigger hostile comments. This is a business for you but it is sometimes personal for the driver; it is not personal unless you make it personal and being calm is your best defense.
#8. Remember that the driver is not a child, do not treat him or her as a child and do not try to be a parent, this insults them. Remember that telling the driver how to drive, how to deliver or pick up a load is not your job, as much as the driver telling you how to dispatch is not theirs.
#9. Remember that this is the driver’s career and business. While you receive a paycheck for the work you do by the hour you still can go home nightly but you may not be working in this industry in a week, month or a year from now – the driver may be here for several years doing the same thing. The driver lives in his or her truck and works practically 24 hours a day for the money they receive.
#10. Be patient and understanding, you have it much easier, the driver does not and you should understand and respect that his or her work world is more dangerous and stressful than yours will ever be, even at your worst moments.
#11. Remember when a driver is describing a problem or situation to you, do not assume that this is something that you have run across before. Listen to the driver carefully and take notes especially if the problem may escalate to a superior or another department.
#12. Never hang up on a driver or a customer. For some drivers and customers this is not only insulting but something that is very personally which may led to you being fired or you put in a very bad situations later on. It is best to follow general etiquette and end the conversation properly regardless what the driver or customer is saying or has said to you.
Note that these are also posted on my website so if your company is going to print them use them or use them in training material or modify them for any purpose, they are copyrighted and I would appreciate contacting me for permission to use them. Sorry about the legal disclaimer.
These are not in the order I would like them or refined as I would like – there is overlap in many of the rules with others rules in the list. I will work on the some other time but the inspiration should be clear to all.
#1. The driver is more important than you are; they are second in the line of importance behind the customer and make money for the company you work that provides you your job. Do not forget how important that the driver is for you, without them you do not have a job.
#2. Assumptions are dangerous. If you have a habit of assuming things without asking questions, you are a fool and will not last in any job. Always ask questions and wait for answers before making any comments or decisions.
#3. Remember you do not know everything. Never think that you do and never think that a driver knows nothing. Some of the drivers you talk to may have been driving professionally a lot longer than you have been alive.
#4. Communications is the key to a better working relationship for all and is critical for good customer service. If you have a problem with something or have to tell a driver something bad, do not hesitate. Be honest, be forthright and be clear. Do not rush the conversation, make sure that the driver understands and let him or her a chance to ask questions before ending the conversation.
#5. If you make promises – keep them. If you know you can’t deliver a promise, don’t make promises. Never make a promise to shut someone up; this is a bad strategy that will come back on you. If you make a promise you can’t keep due to something out of your control or say something that is wrong and you find out what is correct, be honest about it, contact and tell the driver – don’t let the driver hang with false or improper information. If you are ever called on something you said, don’t lie and say you didn’t say it, it damages your credibility with the drivers and your superiors.
#6. When dealing with customer complaints, do not assume that the driver is wrong or that you know the entire story to pass judgment, there are always two sides to a story and many times the customer is not always right or communicates the issue from only what they think or heard from someone else. The best thing is to stay neutral, talk to everyone involved and ask questions.
#7. If you receive hostile comments from either a driver or a customer, do not take the comments personal even if you have created a situation to trigger hostile comments. This is a business for you but it is sometimes personal for the driver; it is not personal unless you make it personal and being calm is your best defense.
#8. Remember that the driver is not a child, do not treat him or her as a child and do not try to be a parent, this insults them. Remember that telling the driver how to drive, how to deliver or pick up a load is not your job, as much as the driver telling you how to dispatch is not theirs.
#9. Remember that this is the driver’s career and business. While you receive a paycheck for the work you do by the hour you still can go home nightly but you may not be working in this industry in a week, month or a year from now – the driver may be here for several years doing the same thing. The driver lives in his or her truck and works practically 24 hours a day for the money they receive.
#10. Be patient and understanding, you have it much easier, the driver does not and you should understand and respect that his or her work world is more dangerous and stressful than yours will ever be, even at your worst moments.
#11. Remember when a driver is describing a problem or situation to you, do not assume that this is something that you have run across before. Listen to the driver carefully and take notes especially if the problem may escalate to a superior or another department.
#12. Never hang up on a driver or a customer. For some drivers and customers this is not only insulting but something that is very personally which may led to you being fired or you put in a very bad situations later on. It is best to follow general etiquette and end the conversation properly regardless what the driver or customer is saying or has said to you.
Note that these are also posted on my website so if your company is going to print them use them or use them in training material or modify them for any purpose, they are copyrighted and I would appreciate contacting me for permission to use them. Sorry about the legal disclaimer.
