KEY FACTS ABOUT THIS COURSE
- This course can be delivered at our site in our Training Suite or we can come to your premises.
- This course is usually delivered in one day.
- You will be provided with a Certificate of Attendance.
This course is designed for any professional driver needing to attend their Drivers CPC Course. The course is aimed to provide our learners with the knowledge and skills to become more aware of the needs of our customers and ways we can vary how we communicate and interact with them appropriately. Our course also looks at what we can do as both the Haulier and individual driver to meet our customer’s needs, but also how we can deal with customer complaints.
This qualification includes:-
Session 1 – State the qualitites and effects of both good and bad customer service.
Session 2 – Identify customer’s needs, potential problems, PPE’s required and specific requirements of haulier customers.
Session 3 – State the importance of maintaining high standards of Health and Safety, including Identifying Hazards in the Workplace.
Session 4 – State the importance of fuel efficient driving.
Session 5 – List the features of lorry safety technology and the importance of Fresnal Lenses.
Session 6 – Identify hazards and changing characteristics of Urban Environment & state why it is changing.
Session 7 – State driver’s responsibilities for defect reporting, daily defect checks & how to carry out wheel & tyre checks.
Session 8 – List most common customer complaints and excuses used by employees.
Session 9 – State positive & negative communication, factors that affect it, barriers to communication & ways to communicate.
Session 10 – Understand the benefits & importance of training.
Session 11 – Vulnerable Road Users, who are they? How can they be harmed? State importance of Route Planning & Defensive Driving Techniques.
Session 12 – State what Conflict Management is, types of negative behaviour, how can it be managed, How can you respond and solve customers problems?