Case Study: Improving Customer Satisfaction in a Trucking Firm With DiSC
DiSC provides a common language and insights into the behavior of self and others in a non-threatening way.
The Client
The consultant had been working with the parent company of a trucking firm on communication issues and supervisory skills training. The president of the company realized that the contracted delivery firm needed to be more sensitive to customer needs and asked us to help out in that arena.
The Business Need
The trucking firm wanted its employees to gain a higher level of understanding of how their behavior impacted others.
The Solutions
It was determined that DiSC® would help the individuals gain not only a common language but also new insights into their behavior and how it affected others.
The Delivery
First, the consultant administered DiSC Classic. Then I led small groups through integrated case studies developed from real-life examples to help them focus on customer behavior and responses.
This program took an interesting turn. In most cases, the drivers rarely dealt directly with the end-users. They would normally deliver to a delivery person or a job-site laborer. The lack of communication skills and style recognition from dispatcher to driver and back was responsible for the bad attitudes that were being noticed in the field. As one driver put it, “Obviously I’m a ‘C’ and our dispatcher is an off-the-chart ‘D.’ I asked for directions and get a napkin with arrows. I was thinking something more along the lines of MapQuest, and they wonder why I have a bad attitude after wandering around the countryside for an hour.”
The Results
The organization has seen dramatic improvement in communications and has even received several positive letters regarding its customer service. Productivity is up, and not coincidentally, driver turnover is down.
Download PDF of Case Study: Improving Customer Satisfaction in a Trucking Firm Using The DiSC Classic.
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