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What CAN You Do? PDF  | Print |  E-mail

concernedAs the most public representative of your company, you probably see more customers, more frequently, than anyone else in your company. Your customers know you, or they think they do. They will depend on you when they have a problem. Since you are the only one around and the closest thing to a company official, you are their “go to person”. Too often the client’s requests may be beyond what you can do. Don’t tell them that! Tell them what you can do for them. This requires using good interpersonal skills, being up front with customers, and demonstrating the concern to resolve an issue.  Be aware of these three things:

  • Express empathy.
  • Stay calm and positive.
  • When an error occurs, notify the proper person.
  1. Express empathy: Express empathy for your customers who are experiencing difficulty. Do not take their concern personally but you can certainly attempt to understand why they are having a problem. Even if their concern is not the result of your company’s performance, try to understand how they are feeling. You get a lot of good points for that. If your customers issue is with your company, remember the boundaries of your position and then express your concern about the situation and offer to help.
  2. Stay calm and positive: Mistakes will happen and you will hear about them.  Don’t take it personally. First of all: listen. Do not interrupt while they are talking. If you have questions, get as much information as you can. Focus on finding solutions; do not place blame. Remember, you are part of the solution. Tell them what you can do for them rather than what you cannot do. For example, say, “I will be glad to get you a copy of the _(fill in the blank)__. I can drop if off for you tomorrow.”
  3. When an error occurs, notify the proper person immediately. If you encounter an unusual situation, if you’re not sure who to contact, or if you are uncertain about the notification procedure, ask your supervisor for help. You do not have to do it alone. You have a support team, so find out who they are, what they do and use them. Help is always within reach. Studies prove, the quicker the issue is resolved, the more understanding and loyal the customer will be. Right after you hear about an issue, even if you think you fixed it, call someone back at your base. When you get back to your vehicle, let your supervisor know what happened and verify you covered all the bases to resolve the problem. Help is always available. Ask for it when you need it.

Remember these three things to demonstrate the concern and sense of urgency to resolve an issue:

  • Express empathy.
  • Stay calm and positive.
  • When an error occurs, notify the proper person.
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