CPC Customer Service 2 — Questions and Answers
Question 1: What should a driver do if they are going to be late for a delivery?
- Drive faster to make up time
- Contact the customer or their office as soon as possible to inform them of the delay (Correct answer)
- Just arrive late without informing anyone
- Skip the delivery and go to the next one
Correct answer: Contact the customer or their office as soon as possible to inform them of the delay
If a delay is anticipated, the driver should contact their office or the customer as soon as possible. This allows the customer to adjust their plans and demonstrates professionalism. Exceeding speed limits or driving dangerously to recover time is never acceptable.
Question 2: When delivering to a residential area, what additional consideration should a driver show?
- Drive as fast as possible to minimise time in the area
- Be mindful of noise levels, parking restrictions, and avoid blocking driveways or footpaths (Correct answer)
- Sound the horn to announce arrival
- Leave the engine running at high revs
Correct answer: Be mindful of noise levels, parking restrictions, and avoid blocking driveways or footpaths
In residential areas, drivers should minimise noise (especially early morning or evening), avoid blocking driveways and footpaths, park considerately, and be aware of children and pedestrians. Good community relations reflect well on the company.
Question 3: A customer asks a driver to perform a task that is outside their job role and potentially unsafe. What should the driver do?
- Do whatever the customer asks to keep them happy
- Politely explain that they cannot perform the task and why, then offer alternative solutions (Correct answer)
- Ignore the request without explanation
- Complain to other customers about the request
Correct answer: Politely explain that they cannot perform the task and why, then offer alternative solutions
The driver should politely but firmly explain that the task is outside their role or is unsafe, citing relevant health and safety reasons. They should suggest alternatives, such as contacting their manager. Safety must never be compromised for customer satisfaction.
Question 4: How can a driver contribute to their company winning new business?
- By driving dangerously to deliver faster
- By providing excellent service, being professional, and building positive relationships with customers (Correct answer)
- By criticising competitors to customers
- By offering personal discounts to customers
Correct answer: By providing excellent service, being professional, and building positive relationships with customers
Consistent professionalism, reliability, helpfulness, and a positive attitude from drivers can directly influence customers to continue using and recommend the haulage company. Word-of-mouth from satisfied customers is one of the strongest business development tools.
Question 5: What is the driver's role regarding customer confidentiality?
- Drivers can discuss customer information freely
- Drivers must treat customer information as confidential and not share details of other customers' business (Correct answer)
- Only managers need to worry about confidentiality
- Confidentiality only applies to banking information
Correct answer: Drivers must treat customer information as confidential and not share details of other customers' business
Drivers must maintain confidentiality about their customers' business operations, delivery schedules, product information, and any other commercially sensitive information they observe during deliveries. Breaching confidentiality can damage trust and business relationships.
Question 6: Why is it important for drivers to follow site-specific rules at customer premises?
- Site rules are optional suggestions
- Following site rules ensures safety, shows respect for the customer, and maintains good working relationships (Correct answer)
- Only new drivers need to follow site rules
- Site rules only apply during inspections
Correct answer: Following site rules ensures safety, shows respect for the customer, and maintains good working relationships
Customer sites have their own health and safety rules, traffic management systems, and procedures. Following these rules protects the driver's safety, demonstrates professionalism, and maintains the positive relationship between the haulage company and its customer.
CPC Customer Service 2
What should a driver do if they are going to be late for a delivery?