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Have you heard of the Orion System, what do you know?
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<blockquote data-quote="soberups" data-source="post: 1149861" data-attributes="member: 14668"><p>In my opinion it is unprofessional to solicit complaints to the 1-800 number or to actively encourage customers to seek refunds.</p><p></p><p>A better choice when dealing with an irate customer is to simply give them your center manager's phone number, prefaced by a statement to the effect that "we are experimenting with a new dispatch system and trying to work out the issues. Here is the name and number of the person in charge who will resolve this issue for you." Its polite, professional, direct and to the point, and you as the driver are <strong>not</strong> bad-mouthing the company you work for. You are also helping that customer to avoid wasting time on hold dealing with a useless 800 number. And, you are forcing your management team to <em>personally speak</em> with the customers they are screwing over instead of just continuing to hide behind a desk and a stack of compliance reports.</p><p></p><p>Remember that, in the first phase of ORION at least, your management team is going to be blindly chasing that compliance number to the exclusion of pretty much everything else. They arent going to give a rats ass about losing volume or complaints called in to the 800 number. Failing to generate the compliance number makes them look bad on the report; missed stops, missed pickups and late air make them look <em>worse</em> on the report. Giving them 100% compliance while shoving the resulting service failures down their throat is probably the only way you will be able to force them to back off and let you get your job done.</p></blockquote><p></p>
[QUOTE="soberups, post: 1149861, member: 14668"] In my opinion it is unprofessional to solicit complaints to the 1-800 number or to actively encourage customers to seek refunds. A better choice when dealing with an irate customer is to simply give them your center manager's phone number, prefaced by a statement to the effect that "we are experimenting with a new dispatch system and trying to work out the issues. Here is the name and number of the person in charge who will resolve this issue for you." Its polite, professional, direct and to the point, and you as the driver are [B]not[/B] bad-mouthing the company you work for. You are also helping that customer to avoid wasting time on hold dealing with a useless 800 number. And, you are forcing your management team to [I]personally speak[/I] with the customers they are screwing over instead of just continuing to hide behind a desk and a stack of compliance reports. Remember that, in the first phase of ORION at least, your management team is going to be blindly chasing that compliance number to the exclusion of pretty much everything else. They arent going to give a rats ass about losing volume or complaints called in to the 800 number. Failing to generate the compliance number makes them look bad on the report; missed stops, missed pickups and late air make them look [I]worse[/I] on the report. Giving them 100% compliance while shoving the resulting service failures down their throat is probably the only way you will be able to force them to back off and let you get your job done. [/QUOTE]
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Have you heard of the Orion System, what do you know?
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