Beware of Deception Many of the items we deliver contain valuable items, so you must make sure they are not delivered into the wrong hands. Appearances can be deceptive and not everyone is honest, so always be on your guard against deception.
Make every effort to deliver to the authorised recipient at the designated address.
Never agree to make a delivery outside, or to any other unofficial location away from the main building, such as a car park or side entrance.
Don’t be talked into handing over a consignment if you are suspicious about the person you are dealing with. Always satisfy yourself by making further enquiries – after all, if that person does not turn out to be the authorised recipient, he or she will be grateful for your concern.
Handling Difficult Situations
There are times when some of us are faced with customers who, for one reason or another, are not satisfied with the service they have received from Whistl.
As this does not happen often it can be difficult to know the best way to handle the situation, so here are a few tips to help you.
Always apologise – even if you are not to blame, the customer sees you as Whistl.
Always be loyal to Whistl and your colleagues.
If the customer is unhappy, ensure that the delivery note or pod is signed in accordance with the situation.
If the customer is still unhappy, offer to contact your base location to inform them of the situation . Never blame a particular person or set of circumstances. Do not react to any adverse customer comments by taking them personally even if they appear to be “having a go at you” it is the company they are dissatisfied with, not you!
Always outline customer complaints/difficult situations at your debrief.
Personal Security
The personal safety and security of all staff is vitally important. In the event of any breach of security or crime being carried out at, or towards an individual or the organisation, staff must not resist or knowingly place themselves in danger.
All drivers should be aware of the security risk involved in their work, including the potential risk of physical violence through a hijack or a “road rage” incident.
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