CPC Customer Service

Question 1

Why is customer service important for a professional HGV driver?

Accepted Answer

The driver represents the company and good service builds reputation and repeat business

Answer

It is not important — drivers only need to drive

Answer

Only office staff handle customer service

Answer

Customer service only matters in retail

Question 2

A customer at a delivery point is being aggressive and unreasonable. What is the best response?

Accepted Answer

Remain calm, professional, and try to resolve the issue — escalate to your manager if needed

Answer

Argue back to establish authority

Answer

Refuse to complete the delivery and leave

Answer

Ignore them completely

Question 3

What information should a driver communicate to the customer upon arrival at a delivery point?

Accepted Answer

Their name, company, purpose of visit, and any relevant delivery documentation

Answer

Nothing — just drop the goods and leave

Answer

Only their vehicle registration number

Answer

Their personal mobile phone number

Question 4

Why should a driver ensure delivery documents are completed accurately?

Accepted Answer

Accurate documents provide proof of delivery, enable payment, and protect against disputes

Answer

Documents are not important in modern logistics

Answer

Only the customer needs accurate documents

Answer

Documents are only required for international deliveries

Question 5

A driver arrives at a delivery point and discovers the goods are damaged. What should they do?

Accepted Answer

Note the damage on the delivery documentation, inform the customer, and report to their office

Answer

Deliver the goods without mentioning the damage

Answer

Hide the damaged items under the undamaged ones

Answer

Refuse to deliver anything

Question 6

How does a driver's appearance and hygiene contribute to customer service?

Accepted Answer

A clean, professional appearance creates a positive impression of the driver and their company

Answer

It has no effect whatsoever

Answer

Only managers need to look professional

Answer

Appearance only matters at head office