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Make eye contact as you are opening their door and ask them what route <br />they would like to take. If you have any questions look it up in your Thomas <br />Brothers Map Book If you still can't find it ask your dispatcher to assist <br />you. <br />Defuse the anger: <br />If your customer is angry due to you looking up an address in the map or <br />asking your dispatcher, then just inform them that now you know and that <br />you just wanted to make sure they arrive to their correct destination. <br />Solve the problem: <br />Now that you know where they are going, how to get there, what your <br />customer's name is; solve their problem and take them where they want to <br />be taken safely, and professionally. Remember the most direct route is the <br />fastest route... And the fastest route is the not always the cheapest route, so <br />let your customer choose. <br />DIFFUSING HOSTHJTY THROUGH CUSTOMER SERVICE <br />This 30 min. video produced by "The Richardson Company" is a great tool. It <br />will teach you: <br />Method and techniques that help diffuse difficult and even hostile situations <br />with customers. <br />• Ways of helping you get in touch with your own feelings when these types of <br />situations arise. <br />• Suggestions for knowing when to call in help to diffuse hostile situations. <br />THE DIFFICULT GUEST <br />This video produced by Media Partners Corporation allows you to role play <br />various scenarios individually and also as a group. This 11/2 Hr. video will <br />introduce you to some basic guidelines so that you can understand the vital <br />importance of treating customers like guest. <br />We will provide specific examples, in case you believe you already possess the skills <br />necessary for providing top -notch customer service. We believe that by opening the <br />lines of communication you will begin to feel personally empowered about putting <br />high level customer service policies to work for you. Great customer service <br />determines our fate. Whether a company succeeds or fails depends on its level of <br />customer service. Customers will return to a company where they are made to feel <br />welcome. On the other hand, 681/6 of these same customers will not return with their <br />business if they are treated poorly. No matter how large or complex the business is, it <br />usually comes down to one employee serving one customer one day at a time. <br />33 <br />