Fleet Management News & Business Info | Commercial Carrier Journal
Issue link: http://read.dmtmag.com/i/303798
Dave Dallas is Chief Commercial Officer of Sunteck Transport Group. Sunteck is a non-asset based transportation services company, providing transportation capacity and related transportation services through its agent network to shippers throughout the United States and Canada. Sunteck's services include ground transportation coast-to-coast, local pick-up and delivery. Sunteck has agreements with less than-truckload, contract carriers, truckload common carriers and independent owner-operators. For more information, visit www.sunteckagent.com. M O S T C U S T O M E R S W I L L A C C E P T O C C A S I O N A L M I S TA K E S . H O W Y O U R E S O LV E I T I S W H AT W I L L D I S T I N G U I S H Y O U A S A R E A L P R O F E S S I O N A L . " " 38 IT MAGAZINE Vo l . 8 , N o . 3 8. LET YOUR CUSTOMER SUGGEST ALTERNATIVES. Every customer has some idea of what they want as a solution to every problem. If any of the alternatives the customer suggests is reasonable, agree to them immediately and follow up aer you've complied with their request. 9. DO SOMETHING EXTRA. Recognize the fact that the customer has been inconvenienced. 10. TRUST THE CUSTOMER'S SINCERITY. It's better to err by believing too many people than by not believing enough people. 11. NEVER JUST SAY, "I DON'T KNOW." When you don't have an answer, simply say, "I'll look into the matter," and then look into it, soon. Resort to this when (a) you are unable to satisfy a customer aer offering reasonable alternatives, (b) the solution the customer wants is beyond your authority to grant, or (c) the situation is too unusual to classify as a normal complaint. 12. EMPATHIZE WITH THE CUSTOMER. If you can't relate to the complaint itself, at least relate to the process of complaining. 13. ASK FOR FUTURE BUSINESS. Let the customer know this does not represent your company's usual high quality of service. "Give me a chance to make this up to you and prove that you have chosen a partner that can deliver…" 14. FOLLOW-UP. Make sure the customer is truly satisfied. 15. DON'T LET IT AFFECT YOUR INTERACTION WITH THE NEXT CUSTOMER. Most customers will accept occasional mistakes. How you deal with the problem and how you resolve it is what will distinguish you as a real professional. 16. LISTENING TO YOUR CUSTOMER IS THE BEST WAY TO HELP IN AN UNCOMFORTABLE SITUATION. Some people want to be listened to even more than they want their problems solved. Now brush yourself off and get back in the sales game! CONTINUED FROM PAGE 13