Customer service means taking care of the customer’s needs by providing and delivering professional, high quality, and helpful service before during and after the customer’s requirements are met. It doesn’t matter who you are or where you are; customer service always works its way into the calculation. Customer service is the cornerstone and foundation of a successful trucking business. Customer service keeps things simple, customers happy, and your business growing.
Exceptional distribution services in SLC, Utah, play a huge role in the transportation and logistics industry, and they realize that customer service needs to be taken seriously. Industry statistics and reports state that customer service is often the difference between a customer signing a shipping contract and that same customer going to a competitor.
Exceptional distribution services in SLC, Utah, should be universal throughout the entire trucking industry. The supply chain link needs to present the best possible face for your company, and that includes your customer service. Most consultants will tell you that the customer service department should be the face of your company. From initial contact, pickup, and delivery, every step of the way your customer needs to be met with a smiling and helpful face. Customers are the priority and helping them is a necessity.
Customer Service Creates Value
Consider the value of strong customer service. Having the lowest rate might create an initial draw, but low prices do not mean your service is exceptional. Shippers need to look for partners that create value for their company. Shipping companies need to know that the customer is concerned about their freight getting to its destination on time and in good condition, but good customer service needs to go beyond just shipping. Good customer service is your reputation and states whether you will remain in business or not. Exceptional distribution services in SLC, Utah, realize that customers are willing to come back and do more business if they are treated like people and not just marks on the booking sheet.
Customer service is the heart of any shipping company. In the shipping industry, exceptional distribution services in SLC, Utah have managers who are continually checking in with their customer service department to ensure there are no outstanding customer complaints, all company policies are being followed, and customer service is excellent. Managers want their customer to be treated almost like family.
Unfortunately, not all customers service representatives feel that customers are important. Some representatives can be very unprofessional when called on by a customer to correct a mistake, or that customer has a valid complaint. Impolite and unhelpful customer service is unacceptable and leaves customers wondering if they should take their business elsewhere.
Companies who are shipping lines, freight forwarders, or simple trucking companies need to know that customer service is the first line of contact with customers. It is the duty of exceptional distribution services in SLC, UT to let their customers know that they are important and that the company has clear customer service policies. Never should your customers feel that they are trapped and cannot contact your business or get an answer.
It doesn’t matter if you are quoting freight rates and transit times, or tracking a shipment, there should be open communication for customers to reach the right person to correct mistakes or answer questions. Having open communication also means providing a good way for customers to access managers when they are not satisfied with a customer service representative. Complaints about a service representative can be hard for shipping managers and add to their jobs. However, if you are a manager, you must be accessible. Your customer service representatives need to realize this rule; after all, customer service has the greatest impact on your customers.
When an exceptional distribution service in SLC, Ut hires a customer service representative, they always make sure the representative is smart enough to follow company guidelines. Pleasant enough to keep customers from being unhappy, and savvy enough to now the trucking business. Remember that poor customer service can be the downfall of any business and especially in the shipping industry. Exceptional distribution services in SLC Utah, like Corlett Express value their customer service departments and train them to be pleasant, knowledgeable, and answerable.