customer service

The Value Of Excellent Customer Service in Freight Forwarders – What Clients Look For

If you run a service-oriented company, then customer service certainly highlights your day-to-day operations.

As a freight forwarder, customer service is not just basic but a key element to attracting potential customers and retaining a loyal and engaged audience.

At Zip Logistics, we take customer service at heart. It’s not just about responsiveness to your queries but understanding and knowing exactly how we can serve your needs the best way possible.

Our customer service representatives are available at certain business hours to ensure that your queries are addressed immediately even with the pressing COVID-19 situation.

Customer Service in the Front Lines of the Business

It’s this time of uncertainty that we feel we are more able to help people and businesses thrive, move packages, and discover the opportunities amid the economic and health crisis happening globally.

Yes, it’s scary but we can’t and won’t allow it to paralyze our services. This is how we battle COVID-19 head-on.

Logistics is truly an important component that supports global businesses and supply chains. Communication is very crucial at this point in the form of customer service to ensure smooth logistic operations.

Responsiveness and Quick Communications

People trust companies because of how efficiently and quickly they are able to communicate and address certain issues or inquiries on services.

You can’t afford to trust someone that can’t communicate with you when you need it the most. It’s a very deep-rooted gut feel that puts trust and communication aligned and pushes the sales process to the next level.

For instance, updating clients regarding the status of delivery or logistics would speak volumes of how precise your process is and how transparency is valued from beginning to end.

Letting customers know of certain delays is a plus point because it allows your clients to make adjustments in their schedules. It’s good business ethics or practice to be fully invested in informing your clients of shipping status.

Speed is an Edge

We can’t be complacent. When we speak of speed, this does not just point to how quickly the packages or goods are delivered but also on your rate of responsiveness to customer inquiries or complaints.

Being available and reachable at certain hours to provide the information they need will allow your customers to trust the process.

Consistency is Key

This adage is certainly popular because it’s a fact that consistency is about “showing up” in a timely or predictable manner.

If your customers feel gaps along the way or holes in your services then this could signal a red flag for them. Being consistent is also a matter of establishing reliability and trust in your business relationship.

Integrity

This is a gem in the industry. Not every freight forwarder carries the flag or honesty or integrity. You need to be able to communicate all information necessary and be transparent with the process and operations.

You have to set expectations and be able to meet all points. Accuracy and consistency in relaying information and processing of data with confidentiality in place increase your trust score with clients.

Continuous Learning and Training for Your Staff

Manpower is still a company’s greatest resource – nothing beats a dedicated worker. Having a reliable and trustworthy staff is an asset to a company.

You can buy skills on any given day but an employees’ integrity and dedication or love for the company and his or her job is simply priceless. I bet you can’t buy that from any store.

Training your staff to enhance competitiveness and skills at different levels will help you deliver top-notch services plus also improve how you handle customer queries and complaints.

In this time wherein technology drives every curve, your employees should be able to keep up to the shifts and changes in processes or solutions.

This will help you deliver top-tiered services to your clients. Having specialists or trainers in certain technologies or skill sets will help you improve productivity at all levels.

Manage Customer Touchpoints

Increasing touchpoints with your customers is a great way to enhance and grow customer confidence in your company. However, too many touchpoints could be overwhelming and even disappointing.

You need to be able to control the emails that you sent to customers. They won’t have to read your internal communications or having different emails from a number of customer service representations.

Having a streamlined email messaging system for both internal and external communications helps keep emails or communications with your customers clutter-free. Having an automatic routing of messages help to keep your communications organized and relevant at all times.

Use Multiple Communication Channels

Customers would feel more confident in your transactions if you are accessible or reachable on multiple communication channels.

You can have a business SMS service installed for sending timely updates and also make use of social media communications on Facebook and Twitter.

Having a live chat on your site apart from the email and phone numbers would allow your customers to reach you at the best channel possible.

Make Your Customer Service Amazing!

The freight forwarding industry is a very vague or technical landscape. A lot of customers feel like they are in the dark when it comes to the process that happens when it comes to shipping goods from one location to the next.

Your customer service is the most palpable and visible aspect of your business – make that extra special, personal, and memorable. At this point, information relay and transparency are very important to fully provide a personalized form of customer service.

Focus on the Delivery

You can’t just focus on customer service and fail miserably with shipping or delivery. Ensuring that delivery becomes as pain-free and speedy as possible is the best way to cement your company’s reputation to your customers.

The final stretch is really important because it showcases your company’s competency and performance levels. It’s walking the talk.

Personalize Your Approach

Having a real person to provide you feedback gives customers that peace of mind and confidence in the shipping process. It’s an AI world but communication to a real person is still unmatched.

Your process need not be perfect but it has to be transparent and honest. You have to provide feedback and report updates in a timely manner.  

Retaining clients is just one part of the deal. Providing your customers high and reliable levels of communication is what seals any transaction.

Problems in freight logistics are inevitable and customers don’t want people who fake it. Honesty and transparency are the keys to gaining the confidence and trust of clients.

Customer Service is All About Providing VALUE

It’s the customer service representatives that are on the frontlines of the business. It is what puts a human face into a brand name.

Customers would want to feel they are valued and their issues are heard. Providing them the right information and responding to their queries the quickest possible time gives you that edge in the logistics game.

Organizations are a far cry from being perfect but an amazing customer service team that delivers personalized and reliable communications will keep you ahead of the freight forwarding industry on any given day.

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