In today's tough transportation environment, rapid turnover of drivers, dispatchers and customer service personnel is widespread. High driver turnover leads to frustration among dispatchers and customer service personnel. Often, unclear expectations and inadequate training are at the root of the problem.
The Marsh Solution
Marsh consultants utilize a 'best practice' approach to front line training. Specific training modules have been developed for three key roles on the front line: Driver Manager, Customer Service Representative, Load Planner. These are customized to meet the needs of the client and are specific to the operation. The program is designed to provide complete training and develop skills for the front line personnel.
Typically, the Marsh consultant trains a client resource to facilitate on-going training for future hires. The highlights of the training consist of:
- Roles and Responsibilities of Key Front Line Personnel to include job descriptions and performance dimensions. The individuals have a clear understanding of the scope of their role and the impact they have on organizational results.
- Training Outlines for future use with new hires.
- Implementing a Best Practice Training Process assures a logical flow of information and concepts for the new hire.
- Specific training modules provide skill enhancement and a solid understanding for the new hire. Practical exercises in Communication and Listening, Problem Solving and Conflict Resolution, Leadership Skill Development, Conducting Business Meetings and Key Factor Management are part of the training provided.
The cost reduction in retention of driver capacity and front line personnel is one of the key benefits of having a well-trained and knowledgeable front line staff. With improved retention many related conditions improve as well. This can improve the bottom line performance of the whole organization.