Customer Service is THE biggest problem with Choice

I was told by my Dbl, SNI doesn't set the appointments. The customer sets the appointment. Either way CS needs to do a better job on verifying appointment times. I think they are under staffed or just don't give a puck.

 

Yes CS is very unprofessional..incorrect load info,wrong times etc.
When will someone realize they are losing the company money?

Needless to say we live and die by the load board..when information there is wrong it cuts into our revenue stream.

 

Yes the load board is customer services responsibility to make sure the info is correct.

Customer service is losing customers not the drivers.

If the customer sets the appointments then Schneider should bill detention from the minute the appointment is wrong and we should be compensated.

Of course it's easy to say the customers set the appointments but how many times have you guys and gals gotten to a customer and they say this load was supposed to be here yesterday or earlier yet the work flow states you're on time.

That typical response from dbl/ICR is just a line they tell drivers to shut us up.

 

My favorite (company driver here) is when you get to the customer to pick up and they tell you that you were supposed to be there hours ago, but you just got the load assignment in the last 30 minutes...

 

Had a conversation with a CS person last week in Carlisle.

According to them CS gets a lot of bad info because it passes through way too many hands before they get it. Especially so when dealing with large customers and also with getting info through the chain from drivers.

They said a lot of problems could be solved if communication was more direct.

Another complaint was that customers don't update in a timely manner, or at all, and if someone who isn't familiar with the customer processes the load bad info gets in the system.

They did say that CS does sometimes make mistakes, but they get just as frustrated when they get bad information and everyone is blaming them.

 

Volume, volume, volume.

Sacrificing quality for quantity.

 

Just because the customer states something to you when you talk to them doesn't mean:

A) They know what they are talking about
B) They aren't FOS and lying to you
C) They communicate effectively from their end

There are too many variables and too many different people involved in a huge chain to blame just one person or even one department. And the fact of the matter is there are really good CSR's at Schneider and some really crappy ones too, just like they are really good drivers and really crappy ones, etc etc down the line. Dream all you want but there are always going to be dumb ##### in the customer service department

 

Every single day Houston to San Antonio jobs come on the load board with over $3.00 per mile rates and they sit there all day never confirmed. When they finally become live and you pick the load a few hours later customer service calls and cancels the load for no reason. The ugly truth is the jobs are never actually canceled they are just taken down and given to the dedicated drivers.

Finally today I was able to get this job without it being canceled. I left my house to go pick the job up and once I got there I was told that another driver took my load and they can not figure out what happened or how it happened. After almost 2 hours of waiting and calling/talking back and fourth from Schnider CS and the company i am told that the job was recalled and given to Swift.

Since ive been in the choice program (was a company driver with schneider before this) i can honestly say the choice program is good and there is money to be made. However if you have too high expense such as leasing a truck through SFI like me, will have a miserable time with the load board. With that said the way CS/ICAs treat us like we work for them instead of with them really infuriates me. Anything load related some how is out of their hands and they can never fix any problems. Because of these things I am seriously debating on completely leaving Schneider when my lease is up in January.

Regardless of what I decide i know #### sure if I ever lease to another company it will be one that is completely o/o and no company trucks.

 

Had an issue today with nestle waters in Dallas. ..go to pick up first loaf going to Tyler TX snd find out instead of a d/h it's a live load...then after 3hrs of sitting getting loaded the idiots load 47,976lbs on the trl...I told them it wasn't legal weight wise,but they kept insisting...well after 5.5hrs of screwing with them they finally cut product...after bringing cat scale tkt...caused the 2nd run Tyler 12 hrs late because I ran out of 14 clock....I won't be back there clever again...according to sni,their load sheet stated 43k was the order...