Step into the shoes of a UK customer liaison manager balancing delivery drama, operational clashes, and fragile client trust.
Monday: Complaint City
Woke to six emails titled “URGENT.” All the same job. Delivery window missed, driver delayed by a crash, client not having it. Smiled sweetly while getting roasted.
Lesson: Never let them hear the panic.
Tuesday: Damage Limitation
One client claimed we’d scratched a £3,000 coffee machine. Another blamed us for “delayed install.” Neither had photos. Took the hit anyway — sometimes peace costs £50 goodwill credit.
Highlight: Got a “thank you” for once. Framed it.
Wednesday: Internal Battles
Tried to nudge ops team to prioritise a VIP client. Got eye-rolls and a spreadsheet hurled my way. Mediation isn’t in my job description, but here we are.
Moral: Being liked by everyone is impossible. So aim for respected.
Thursday: Small Wins, Big Mood
Sorted a long-running query and got a glowing email from a key client. Felt like I’d cured a disease. Even the transport office offered me tea.
Win: First time this month I didn’t dream in tracking codes.
Friday: Last-Minute Mayhem
Client moved a high-value delivery up by 24 hours. Driver asleep, truck in Wales. Pulled a miracle — just. Finished the week with a headache and a thank you.
Takeaway: You’re the buffer between chaos and complaint. Wear armour.
Final Thoughts
Customer liaison is emotional logistics. You’re spinning plates blindfolded while smiling. But when a tough week ends with client praise, it almost feels like winning.
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