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Along with its safety record, customer satisfaction is one of the primary measures of the quality and effectiveness of a motor carrier. Often, in today’s intense transportation environment, the only thing that separates one carrier from another is the level of customer service that is provided.
Scope
This discussion applies to all motor carriers and drivers who have contact with customers.
Regulatory citations
- None
Key definitions
- Customer service: Assistance or support provided by a company to those people who buy or use its products or services.
Summary of requirements
Transportation companies are in the customer service business, and everyone at all levels of an organization must keep this idea in mind — especially and most importantly the carrier’s driver.
For many motor carriers, the driver is the only representative that has a face-to-face relationship with the customer.
Because of this, driver conduct, attitude, appearance, and attention to customer service all play an important role in how a company is viewed by current and potential customers.
Drivers must fully understand their role in the customer service chain. A carrier should have written standards and procedures with regard to driver customer service expectations.