Customer Service & Regulatory Compliance - DR21A
Course Overview
This course has been designed to ensure employees for LCC are aware of Customer Service, Customer Focus procedures, policies and issues when working on behalf of LCC. The course also includes knowledge and skills awareness training on Regulatory Compliance when working and operating vehicles on behalf of LCC.
Course Aim
This course has been developed to ensure that drivers for L.C.C are aware of Customer Service procedures and guidelines to follow, also the legal implications and regulations involved with driving or operating vehicles and trailers within L.C.C.
Learning Methods
A range of teaching and learning methods including presentation, demonstration, will be used with a focus on individual and group participation.
Learning Objectives
The learning objectives are to create:
- Improvements in Customer Service & Customer Focus
- Improvements in customer satisfaction experiences
- Improvements in L.C.C driving standards
- Improvements in performance and efficiency
- A reduction in L.C.C vehicle & trailer incidents, maintenance, and associated costs
Learning Outcomes
The candidates will understand the following:
- What is Customer Service
- Who are our customers
- Communication Skills
- Dealing with Conflict
- Going the Extra Mile
- Managing Expectation
- Operator Licencing
- Vehicle Maintenance Systems
- Weights & Dimensions
- Drivers Hours & Working Time Directives
- Vehicle Daily Checks
- Road Safety
Learning Methods
A range of teaching and learning methods including presentation, demonstration, will be used with a focus on individual and group participation, including practical elements.
Course Effectiveness
The underpinning knowledge and understanding is evaluated by question and answer sessions throughout the course culminating with a final re-cap quiz.
The Learning & Development centre will be responsible for keeping records of attendance on this course and maintaining the standard of delivery and making improvements from trainee and trainer feedback.
Course duration
7 hours (420 Minutes) excluding any breaks