subject: The Critical Role Of Consistent, High-quality Customer Service In The Transportation Industry [print this page] For anyone in the transportation and logistics industry, the importance of consistent customer service is all too familiar. You are aware that being able to effectively respond to your clients questions in a timely fashion keeps you ahead of your growing competition. But how do you accomplish exceptional customer service that keeps your clients coming back? Here are a few tips to consider:
To start, make sure you are up-to-speed on what is happening in your industry. You should be able to respond to questions, which means knowing the subject matter. If you stay well-informed on emerging trends within the logistics and transportation industry you will be able to adequately handle customer concerns. Knowledge doesn't just end with trends within the industry. You should also know where to find the answers.
After that, consider making sure you have proper channels of communication. You should be able to properly communicate with your clients but also your employees and other stakeholders. Quality communication will equip you to more effectively answer customer's questions. Let your clients know where to voice their questions and concerns. This means hiring the correct staff to be the front line of your customer service team. Their verbal and written communication skills should be excellent and reflect your business standards.
Make sure you are able to anticipate the many needs of your clients. Customer service doesn't start when the client asks a question. Instead, customer service is the ability to determine, in advance, what the goals and expectations of your customer might be. Try establishing the expectations of your client from the beginning. Keep in mind that the golden rule is to under promise and then over deliver. By doing this over and over, you will keep your customers impressed and they will return. They will also be more likely to recommend you to friends and colleagues.
Finally, make sure that you are constantly striving to improve aspects of your company, including operations, so that you can offer competitive services and prices to your customers. If you are a shipping and freight company, you might want to consider, for example, partnering with a freight brokerage such as GlobalTranz. Being receptive to such business partnerships can yield significant savings for your customers.
