Agero Industry News - Wintertime and Customer Service

It’s 3 a.m. and there are 6 inches of snow and ice on the ground. Your newest driver is woken from a deep sleep and sent to a tire change 10 miles from his bed. Is customer service on his mind?

Your driver has worked 40 hours in the last two days. While buying his 12^th cup of coffee that day and on his way home, he gets a call for a winch out 50 feet down an embankment. Is customer service on his mind?

A first impression is one of the most important pieces of the customer service experience. When a customer is stranded on the side of the road they may be stressed, upset or even scared. Your arrival, demeanor, and appearance set the tone for the entire customer experience. Fortunately, a few small changes can go a long way in improving this first impression. 

Proper attire and arriving prepared are a must in customer service

Clean Truck and Uniforms – Are you proud of your trucks and uniforms? These are the first things that someone on the side of the road will notice when a driver first arrives. Ensure that trucks and equipment are presentable and reinforce to the customer that they’ll be receiving high quality service that they’ll be receiving. A clean uniform conveys professionalism and puts the customer at ease. Agero Service Providers can access savings on uniform rentals, leasing, or purchases at AgeroProviderPerks.com

ETAs and ATAs – Part of the first impression isn't just how you look when you arrive, but also when you arrive. While we encourage that ETAs are as aggressive as possible, we also want customers to be prepared for your arrival – not walking around a mall or waiting 30 minutes longer than expected. Work with dispatchers and drivers to create the most accurate ETAs and ATAs possible.

Manners – We stress manners and courtesy to our children and young people, but sometimes we can forget these common sense things ourselves. Introduce yourself to the customer when you arrive on scene. Be polite and calm throughout your interaction – either in person or on the phone. If a customer is stressed – don’t lose your cool. Be respectful – treat them as you would want one of your family members to be treated if they were in this position. Maintain the highest level of professionalism throughout your interaction.

What are some Customer Service tips you always follow?