ROLO TRANSPORT | MICROSOFT TEAMS & BASIC OFFICE COMMUNICATIONS

ROLO Transport

Service-First Logistics Operations

Phone Skills Job Aid

Clear, Professional, and Effective Communication

Purpose

Phone communication should be clear, professional, and solution-focused.
Every call should leave the caller confident that the situation is being handled.

How to Answer the Phone

Answer promptly
Use a professional tone
State your name and company

Example Greeting:

“Good morning, ROLO Transport, this is [Your Name], how can I help you?”

During the Call

Listen carefully — do not interrupt
Take notes (route, driver, issue, timing)
Ask clear questions if needed
Confirm important details before responding
Stay calm and professional

Providing Updates

Be clear and direct
Explain what is happening
State what you are doing next
Give a timeline if possible

Example:

I understand the issue with Route 255.
I am checking on driver availability now.
I will follow up with you within 10 minutes.

Common Call Scenarios

Late Delivery

Acknowledge the delay
Stay calm and professional
Explain what you are checking
Provide a follow-up time

Example:

I understand your delivery is running late.
I am checking the current status with our team now.
I will follow up with you shortly with an update.

Missing Package

Do not guess or assume
Gather key details (name, address, order, timing)
Let the caller know you are investigating
Provide a clear next step

Example:

I understand you are missing a package.
Let me gather a few details so I can check this for you.
I will follow up once I confirm the status.

Important

Always acknowledge the issue
Do not place blame
Focus on solutions
Follow up as promised

If You Do Not Know the Answer

Do not guess
Let the caller know you are checking
Provide a clear follow-up time

Example:

Let me confirm that information for you.
I will follow up shortly with an update.

Ending the Call

Summarize the next steps
Confirm any follow-up
Thank the caller

Example:

We are assigning a backup driver now.
I will confirm once the route is covered.
Thank you.

Common Mistakes

Sounding rushed or unprofessional
Interrupting the caller
Giving unclear or incomplete answers
Making promises without confirmation
Failing to follow up

ROLO Standard: Never guess — always confirm. Every call should be clear, professional, and solution-focused. The caller should leave confident that the issue is being handled.