Customer service plays a vital role in shipping and logistics. When providing a logistics service it is useful to build a partnership that benefits both sides. The customer should be taken on a journey that results in satisfaction with little to no detours. This should be the case for new and old customers; regardless if it’s in shipping and logistics there should be a consistent level of exceptional customer service. There are three things needed to provide superb customer service: open communication, being a subject expert, and building on past experiences.
You cannot have customer service in shipping, logistics, or any kind of business if there is no open communication. In logistics, communication is needed so that the customer knows that their freight is covered and in good hands. This means providing updates along the way, letting them know when the driver will be there, when the freight will be delivered, and any other requested updates. When providing a logistics service, the customer sets the level of communication they need so that their expectations are met.
In order to provide a truly exceptional customer service, you have to know the ins and outs of the industry you are working with. This goes beyond knowing the logistics industry; you should know the specifics of the industry that the customer is working in. All freight is different and the customer came to you because you are the expert. As the expert, you should be able to answer any questions the customer has and ensure that the best service is delivered.
Building on Past Experiences
When surveying our customers, we found that their past experiences with our associates is one of the key reasons they continue to work with us. Consistency is key and when providing a logistics service it is important to have a dedicated account manager. All the customer service related to shipping and logistics should come from one dedicated contact. This allows a relationship to form where problems can be resolved before they even arise.
The Customer Service Cycle
Customer Service in shipping logistics is a constant cycle; it causes processes and patterns to form and develop. It is good to have this consistency so that the customer always knows what to expect and is never surprised. Shown in the graph below is the customer service cycle that we employ at Becker Logistics.
- The cycle starts with the customer coming to us with a need – shipping their freight from point A to point B.
- The next step is using our expertise and processes to find a solution that works for everyone involved. This step is where most of the work goes into. As a logistics service, it means calling on carriers and negotiating a rate and then getting the pickup and delivery in place.
- Once everything is set, move on to the next step – sending updates and progress reports. This step is vital in providing excellent customer service in shipping logistics. As mentioned before, communication is key and the customer deserves to know the status of their freight.
- Next, the customers need is met, which for logistics means that the shipment was delivered.
- The final step is evaluation and review. This is meant to find new process improvements and make sure that every need was met. Once everything is all squared away, the cycle repeats itself once the customer has another need.
There are many parts in play that add to the customer service cycle, with the three most important being: open communication, being a subject expert, and building on past experiences. These are what lead to an exceptional customer service experience in shipping and logistics.
Next time you have a shipment that needs to be delivered, make sure to partner with someone that can provide all three and you are guaranteed to have a great shipping experience. 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.