Kuehne+Nagel Drinks Logistics Customer Service

Kuehne+Nagel Drinks LogisticsCustomer Services TrainingJanuary 2016

Domestics

Introduction toKN Drinks Logistics04/08/2020Weekly Update Reportp. 3

UK LogisticsTurnover circa £600m75 locations10,500 employees 2,000 vehicles10 million ft2

KN Drinks Logistics•KNDL established in 2006 with a single customer•Shared user network for warehousing, primary and secondary distribution•Specialist drinks only service provision•Industry Leading Service as demonstrated by the annual Advantage Retail Surveyp. 5

KN Drinks Logistics – Key Factsp. 6•2,000+ Employees•2 million ft - Warehouse space 2•530 tractors with 942 trailers•112 bulk liquid tanks with 107 skeletal frames•320 rigid vehicles•9.8 million hectolitres per annum – On Trade•100+ million cases per annum - Off Trade•3.6 million hectolitres tanking per annum

KNDL Client Basep. 7PrimarySecondaryBoth

KNDL Culture - Our Wheel of Behaviours Delivering Customer Excellence We continuously seek to improve the quality of services, products and processesYour are the ‘face’ of KN Drinks Logistics and you are key to ensuring we provide the best‘Customer Experience’Right First Time! Delivering as Promised!

04/08/2020Weekly Update Reportp. 9Customer ChallengesHighly Competitive MarketCustomer Expects more – Focus on Customer ExperienceAggressive pursuit from competitors, e.g Greene King15% of lost accounts state ‘Delivery Service Issues’Average of 9 Heineken accounts lost per day Good Services Makes A Difference – Even when things go wrong

04/08/2020Weekly Update Reportp. 10NPSQ3 2014Q4 2014Q1 2015Q2 2015Q3 2105Deliveries, overall32%42%46%47%48%Delivering accurate orders58%55%57%61%58%On time, at the time requested40%46%47%54%53%How well they deal with issue39%46%45%45%53%Emergency deliveries when needed1%28%30%17%32%Professional / helpful draymen47%54%51%58%61%Collecting all empties53%53%47%51%54%MEAN SCOREQ3 2014Q4 2014Q1 2015Q2 2015Q3 2105Deliveries, overall8.18.48.48.48.5Delivering accurate orders8.78.78.78.88.8On time, at the time requested8.28.48.48.68.5How well they deal with issue8.38.48.38.48.6Emergency deliveries when needed7.17.87.97.57.9Professional / helpful draymen8.68.68.68.88.8Collecting all empties8.68.68.48.68.6Customer Feedback and SurveysHeineken ontrack Survey , Sept – Oct 2015Customers are leaving at a score of 8!

04/08/2020Weekly Update Reportp. 11Customer Expectations

Poor Service leaves a lasting impression and easily and more frequently discussed with colleagues, family etc than Good Service

Group 1: Flip a list of what you believe excellent customer service is all about – think about your own experiences.Group 2: Flip a list of why giving excellent service matters to you, to KNDL and to your team How good are we now?Feedback answers to the rest of the group.(10 minutes)Let’s Exercise!What is Excellent Customer Service & why should we focus on it?

They want to be listened to & heard –It’s about their idea of good service, not oursTo be treated well & given a positive experience–on occasion they like to be ‘blown away’ with the service they receiveGiven value for money– they want to know they’re not wasting money or time & that you are working ‘for them’Not to be kept waiting– for anything! They want us to get things ‘right first time’Continuous active searching for ways to improve the quality of what we offerInformation on products and services that’s easy to get, relevant and helps them make a decisionWhat do Customers want......?

Why bother with customer service?As an individual you want to:•Be someone people think of positively•Feel good about the job you do •Feel valued•Have a high level of job satisfaction•Have a positive impact on someone elseAs an organisation we want to:•Achieve our objectives and make profit•Focus on the growth of the business•Keep customers coming back•Be the best in the marketplace•Portray a quality brand image and maintain an excellent public reputationAs a team we want to:•Meet and exceed the expectations of our internal and external customers•Be seen as an effective, efficient team or department meeting it’s objectives

Why keep customers?Keeping customers allows us to earn back what it cost us in the first place to get themHappy customers are more likely to increase the amount of businessExperienced customers make our job easier because they know us & know how we workRecommendation from an existing customer is more powerful than advertisingGood customer relationships help to improve the service from both sidesIt’s a very competitive industry – Every Customer Matters

04/08/2020Weekly Update Reportp. 17Customer Perception

04/08/2020Weekly Update Reportp. 18Let’s Exercise!Group 1: Flip a list of what you believe makes a good impression and why does it matter?Group 2: Flip a list of what makes a bad impression and how does that reflect on the Customer and how they may behave?

Words and Tone19Body languageToneWordsRAPPORT

Version 1 / February 2008p. 20Positive CommunicationsConsider the possible impact when communicating by phone…..!**%+!!***%!!XWhat did I say?Tone of voice = 82%Words Used = 18%

p. 21•It’s your problem not mine•We’re here to help•Perhaps it might be this•That’s nothing to do with me•I might be able to look at this tomorrow•I’m not allowed to do that•It’s not my fault•We look to do things as quickly as we can•You should have been told about that•Yes, I can do thatHow do you feel when you hear each of these responses?

p. 224-Aug-20KUEHNE NAGEL +DRINKS LOGISTICSTLC/Red Flag Customers•Client contract negotiation •Experienced a number of Service Issues•Poor communications over deliveries•Failed Deliveries – Rolled Orders•Short or Wrong Products•Outside Time Window – Early/Late•Problematic drop •Empties/Ullage not being collectedExtra Focus and ‘TLC’ Required to ensure all of the above happen for these accounts as may LOSE them.

p. 23When it Goes Wrong…Keep Calm and CourteousMake a telephone call to explain the issue immediately to one of the following:-•Transit Point Manager•Planning Manager•Team ManagerThe site induction will confirm the name/contract details at your site.

•Delivering with a ‘smile’….even if you are having a bad day•Helpfulness, calling 15-30 mins ahead to confirm delivery ETA•Problem solving when difficulties are encountered, Customer feels valued•Customer can accept shortages etc but it is how you communicate it•Body language and delivery etiquette – all customers are different and respond differently to ‘banter’•More often customers would like ‘bad’ news than no news and be uncertainCustomers often rate a service better and are more loyal if there has been an issue which has been well recovered than a service with no issues!04/08/2020p. 24Good Service Actions… a final thought

04/08/2020Weekly Update Reportp. 25Role Play & ScenariosManaging Customers

04/08/2020Weekly Update Reportp. 26Situations to Consider? Discussion and HandoutNew CustomerDeliveryWhat can you do to make a first good impression?Returned CustomerHow can you help to rebuild the relationship?Red Flag CustomerWhat does this mean and what should you consider doing differently?

04/08/2020Weekly Update Reportp. 27Let’s Exercise!In Groups: Flip a list of what makes are reasonableand unreasonablecustomer requests when you arrive at the delivery point.What should you do if you are not sure?Customer Requests

04/08/2020Weekly Update Reportp. 28Situations to Consider? Discussion EmptiesA customer has asked you to collect their Empties or Ullage – What is the process?Delivery TimeA Customer trades until 2.00 am and you try to delivery at 6.00 am, 1 hour before there time window – How do think the customer feels?Customer Behaviour The customer is upset and rude when you arrive – How should you react?

04/08/2020Weekly Update Reportp. 29Situations to Consider? Discussion Delivery The customer asks you to deliver into another location – What should you do?DeliveryYou unload the order and the wrong stock has been loaded – What do you do?Delivery The Customer is not answering when you knock on the door – What do you do?

04/08/2020Weekly Update Reportp. 30DelaysYou have been held up by an RTA or your vehicle breakdown – What should you do?Upset CustomerThe customer is annoyed you are 2 hours late and they have paid staff to come in to handle the delivery – What should you say?Situations to Consider? Role Play

04/08/2020Weekly Update Reportp. 31Training approach – Slide Show, Scenarios, Role Play…what should you do if?.....1.Customer does not answer2.Customer is rude or unhelpful3.Customer asks you to delivery to a point which is not agreed/risk assessed4.You will arrive outside of time window – Early or Late5.You are delayed on route6.Goods are Broken in Transit7.Shortage when unloading delivery at Customer8.Empties and Ullage need collecting9.Vehicle Breakdown Occurs10.There are errors with documentation

Content•Understand Customer Expectations and how the Driver can help manage those and develop a good working relationship•Customer benchmarks against other delivery services not only Drinks•Delivering with a ‘smile’….even if you are having a bad day•Helpfulness, calling 15-30 mins ahead to confirm delivery ETA•Problem solving when difficulties are encountered, Customer feels valued•Customer can accept shortages etc but it is how you communicate it•Body language and delivery etiquette – all customers are different and respond differently to ‘banter’•More often customers would like ‘bad’ news than no news and be uncertainCustomers often rate a service better and are more loyal if there has been an issue which has been well recovered than a service with no issues!It about the customer feeling important enough to warrant the effort04/08/2020p. 32