Talking Sense to a CSR

How is it that so many who have never BEEN a Mentor...seem to know so much about Mentoring? Is the fact that you have been a student on a Mentor's truck that qualifies you to critique the "what should/shouldn't the Mentor do"...to a small extent yes....the example your Mentor gave you will tell you what was good and what was not so good (or even bad) about his/her style of teaching...to that point the knowledge you gained from your Mentor should/could be put to use as a Mentor yourself. But to say what is/should be done is limited to your own personal experience...not to what the program is actually set up to teach....actually the Mentor Program at Swift is well designed, the classroom training for the "soon to be Mentor" is as complete as time allows, and is presented to the future Mentor very well....then you get to the real application world....each individual is different, and teaching styles differ...but the curriculum is set and should be followed completely with the "personal touch" added to the curriculum. This topic is very well covered also in the Mentor Class...at least in Phoenix it is!

 

Always the "optimist" aren't you Mr. Jones!??? LOL

 

so as long as it actually is productive for the mentor to do it. right now, it dont pay well enough to do it the way of your example. The mentor's truck is used as a crash test vehicle for the most part, and if you're a L/O, they wont pay for repairs.

Sounds good on paper, but unless Swift actually cared about producing a few GOOD drivers rather than cranking out 100s of drivers a week, then letting them wreck trucks, total 4-wheelers cars and/or rack up a huge hospital/funeral home bill, all for the sake of weeding out the few good drivers from the hundred of others who wont make it 2 months because they dont know how to keep their truck between the lines, use side mirrors and turn their heads all at the same time.....

 

I was kind of liking seeing what and how to talk to the office people. It has nothing at all to do with "driving". But, this is something that normally WOULDNT be taught. Sure, you would pick up some from the mentor, but the way THEY talk to someone may not be the way you or I would talk to someone.
Its all information. Whether driving, backing, shifting, or anything else. I learn from almost every post on here. And this is also something I CAN learn without actually driving a truck, YET.
So, Thank you Injun for this thread.....

 

There was no "talking" to anybody....her post was the Qualcomm "conversation" what she was sending (like we are now) and what the "empty" responses are. Even the DM doesn't directly "talk" to the CSR (in some instances they do if they are in the same room/building...like at the Lathrop, CA terminal, the CSR for the Hewlett Packard account is right there in the same room...so sometimes the DM can actually talk to the CSR...), but most of the time it is a message sent (like an E-Mail) to the CSR...which is why the response to the driver will read....."Have sent a message to the CSR!" No personal contact about 94% of the time.

 

I agree with you. I couldn't imagine watching my 14 burn up waiting for some knob in the office to make a decision and send the message to some ABC and then ABC has to send the message to XYZ so that they can send it to ME!

That being said some of the knuckle dragging neanderthalls in this industry shouldn't have phone access to customers as they can;t formulate a two word sentence.

 

Even I know Injun wasnt "talking" to anyone. I know it was a "communicaton". It is still a dance of words and I stand by MY earlier post that this is STILL something us lowly noobs can learn from.

 

Well; there is the problem. First you have to learn to think and speak like one....