ROLO TRANSPORT | MICROSOFT TEAMS & BASIC OFFICE COMMUNICATIONS

ROLO Transport

Service-First Logistics Operations

Handling Difficult Customers

Staying Professional Under Pressure

Purpose

Customers may be frustrated, upset, or rude — especially when there are delays or issues.
Your role is to stay professional, de-escalate the situation, and focus on solving the problem.

Key Principle: Do not take it personally. Focus on the issue, not the tone.

How to Handle a Difficult Call

Stay calm and professional
Do not interrupt the customer
Listen fully before responding
Acknowledge their concern
Focus on what you can do next

What to Say

Acknowledge the issue:

“I understand your frustration.”
“I see why this is concerning.”

Take control calmly:

“Let me check on this for you.”
“I’m going to look into this now.”

Set expectation:

“I will follow up with you shortly with an update.”
“I’ll confirm the status and get back to you.”

What NOT to Do

Do not argue with the customer
Do not match their tone
Do not blame drivers, vendors, or other team members
Do not guess or give incorrect information
Do not ignore or rush the call

Example Scenario

Customer: “This is ridiculous! My delivery is late and no one told me!”

Response:

“I understand your frustration and I apologize for the delay.
Let me check the current status right now and I’ll provide you with an update shortly.”

If the Customer Continues to Be Rude

Stay calm and do not react emotionally
Keep your responses short and professional
Focus on resolving the issue
If needed, escalate to a supervisor

Example:

“I understand the situation is frustrating.
I’m working on getting this resolved and will update you as soon as possible.”

Ending the Call

Summarize what will happen next
Confirm any follow-up
Remain professional until the end

ROLO Standard: Stay calm, stay professional, and focus on solutions. Every interaction should protect the customer relationship and reflect ROLO’s commitment to service.