Relay delivery crews have a key role in our operations and their expertise in installing valuable and fragile equipment is supported by intensive technical training. Frequently, deliveries may have difficult access at locations. Every type of equipment we deliver and every customer’s requirements are different, so we ensure that our representatives are fully trained to deal with every eventuality.

Moreover, we go further than that.   Our crews are Relay’s ambassadors to the customer and we believe they need to be skilled communicators. This is the reason for the special training courses in communication we have held for some time and recently upgraded under the title “Customer Service – Making a Difference”.

The day-long training is held once a month at a neutral venue, since it is important to get away from the normal workplace with its interruptions and distractions. Taking in small groups of 6 to 8 people, the course focuses on getting the job right from the customer’s perspective and adjusting tone and mannerisms to suit the customer environment.

Stuart Berry, Relay’s Internal Process Manager, explained that it was important to meet and exceed customer expectations about service levels. “We deliver to many different types of location, including offices, schools and hospitals as well as distribution warehouses, so we need to train our people to put the customer at ease in each situation. There may be the need to go through paperwork with staff at the location, and to carry out green button testing to make sure the equipment is fully functioning. At every stage during the delivery, it is important to be able to communicate with the customer in a professional and friendly way.”

The Relay customer service courses are interactive and entertaining, and include presentations, role playing and self-motivation elements. We make sure that businesses which may have negative perceptions of truck drivers will be pleasantly surprised when we visit.