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It is a competitive game out there in the world of logistics and courier work, so setting yourself apart from the other drivers taking on self-employed courier jobs is a must. I know from experience that stellar customer service skills are the key to making a difference, getting yourself noticed and creating a loyal and reliable customer base. My many years in the industry have all led me to believe that for every person taking on self-employed courier jobs and dealing with people face to face, a basic set of customer service skills are invaluable. Below are some of the skills that I deem to be important. Read through and decide if you are as proficient as you thought you were at customer service. Clear Communication Communication is so important, as is getting to the crux of any issue as quickly as possible. Customers want understanding and not superfluous information that they are not interested in. Always treat your customers professionally and be cautious of how your communication comes across. It is best to leave the jokes at home, especially when you are questioning a situation. Be clear and concise and leave nothing to doubt. Be Positive Positivity creates happy customers and using positive language can be very effective in persuading people, as well as creating perceptions about you and any company you might work for. Using positive language to say something can make a difference in how the customer interprets what you say. ‘Read’ Your Customers Sometimes you may only deal with a customer over the phone rather than face-to-face, but try to understand their emotional well being, their mood, personality, and patience level. Knowledge is power, and when you know your customer as well as you can you can create a more personal experience that they are sure to appreciate. Be Gently Persuasive Being persuasive is an effective way of generating more self-employed courier jobs for yourself. You will no doubt get plenty of enquiry emails into your inbox, many of which don’t turn into jobs. You need to take control over some of these and use your skills of persuasion to convince the interested party that your service is the one to go for. Don’t bombard the potential customer, just raise their interest by responding to their email and following it up a day or two later, perhaps offering to give a phone call to discuss further. Tenacity and Patience There is no doubt that having a sound work ethic, being patient with customers, and showing a willingness to do what needs to be done at the very least is a real skill. This is what people today look for in a service. A customer wants to know you care and that you will help out wherever necessary. Be patient but efficient, and be helpful without being taken advantage of, and you will get the respect you deserve. This list is by no means finite but these points I have covered are a good place to start. Whether you are looking to expand your business and bring in more self-employed courier jobs or whether you want to give customer service skills a boost among your staff, my suggestions are there to help. Norman Dulwich is a correspondent for Courier Exchange, the world's largest neutral trading hub for same day self employed courier jobs in the express freight exchange industry. Over 4,000 transport exchange businesses are networked together through their website, trading jobs and capacity in a safe 'wholesale' environment.
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