Saying that customer service in shipping and logistics is important might be an understatement. The logistics industry requires good planning and efficiency. However, a logistics plan cannot be sustained without customer service.
You need to keep customers satisfied to stand out and to be chosen to work with again and again. The ideal level of customer assistance is proactive with its communication, forthcoming, and ambitious towards the success of supply chain management. Quality customer service enables proactive coordination.
Here are some of the reasons why customer service is important in the shipping and logistics industry:
Customer Service-Oriented Partnership
The transportation industry relies heavily on long-term relationship building, which can be done through quality customer service. These strong relationships are formed from years of customer-centric excellence. Customer loyalty is much more than customer satisfaction. You want to be able to retain the customers, so you must shift your strategies to focusing on customers. When customers receive exceptional service, they will forever be inclined to work with you and continue engaging with your brand.
Problem Solving Services
Customer service provides steady assistance to shipping and logistics issues whenever they do happen to arise. There can be unforeseen weather delays, mechanical issues with the mode of transportation, last-minute driver changes, and much more. The goal would be to solve any of these issues swiftly and in accordance with the customers. Listening is key in fostering smooth supply chain management. Despite potential common issues, customer service representatives need to think quickly on their feet and be prepared for anything. By using 3PL company-provided technology, many shipping and logistics problems can be tracked and solved promptly.
Transparency and Communication in Customer Service
Moreover, there needs to be open and honest communication in the world of shipping and logistics. Customer service means that you will take care of the needs of your clients and provide them with updated information. Delivery updates, delay notifications, and pick-up verification are all a part of the customer service process. Follow the level of communication that the customer is expecting and anticipate their needs. A supreme level of visibility provided to external parties shows good faith and upholds trust.
Understanding the Service Process Cycle
Also, if you are attempting at providing customer service in the logistics and shipping world, you must know the details of the industry. Without having any shipping or logistics knowledge, you will not be able to give the most beneficial assistance. The type of freight can vary, and the equipment associated with certain shipping methods, which only experts understand thoroughly. Proper service provides information and answers that you would have experience with. Shipping and logistics prosper on consistency and evaluation of the supply chain processes. Reviewing what worked and then implementing improvements is an imperative part of the logistics cycle.
Overall, a customer service representative is often the first point of contact for any company. It is an excellent way to increase brand awareness but can also be detrimental if the service is poor. You are always building your brand image in hopes that word of mouth will get you more business. If your brand grows then your company’s image will be highlighted, and you will acquire more clients.
At Becker Logistics, we take customer service very seriously and push ourselves to make sure your shipping experience is exceptional. Reach out or request a quote to see how we can help you and your supply chain.