Page 66 - FTL Driver Training Manual

F R E I G H T T R A N S P O R T L T D ( F T L ) D R I V E R T R A I N I N G M A N U A L V E R S I O N 2

27 Customers
You must be aware that you are often the Company’s regular customer contact. It is
important therefore that your appearance is always smart and tidy and you behave with
courtesy and politeness and observe and adhere to the customer’s site rules. Serious
breaches of your conduct may result in disciplinary action.

Please remember the following:

What is a Customer?

A customer is the most important person involved with our Company. They are not
dependent upon us. However, we ALL depend upon them for our living.

Please value them accordingly and ensure that at all times:-

✓ A quality, safe and courteous service is provided:

✓ We will deal with spillages and keep our customer’s storage facility clean and tidy in-line with
contractual requirements.
✓ Our operations are conducted to the highest professional standard. ALL personnel will act in a

responsible manner.

✓ You respond and react positively to every customer’s reasonable needs and requirements.
✓ You dress appropriately in Company work wear and be courteous and helpful.
✓ Customer’s complaints must be reported to your line manager.

✓ All vehicles are to be kept clean and tidy at all times.

✓ Cleaning equipment and chemicals are available at the depot to enable you to keep your vehicle and
trailer clean.

✓ You must report any accidents, dangerous occurrences, near misses, or problems affecting your
ability to give the customer the expected service, to your Manager immediately by telephone or in

person at the transport office on your return to base.

You are the Company’s ambassador.
Treat every customer, supplier and member of the ferry staff as you would expect to
be treated yourself.

Customers make pay days possible.

Remember: If you are banned from the ferry a supplier or customer for a reason that
is upheld your job could be at risk.

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