Importance of Customer Service in Shipping & Logistics
One of the best ways to ensure that your business keeps growing is to work towards improving your customer service. Be it shipping and logistics or some other industry; good customer service is critical to the growth of your business.
When offering a logistics solution, both the parties involved must benefit from the deal. The customer should be provided service that results in nothing, but satisfaction and this should be the case irrespective of how big or small, new or old the customer is. Besides, in shipping and logistics, exceptional customer service would mean consistent good service till the time you work with a particular client.
While exceptional customer service could encompass a lot of things, at its core, there are three critical elements to ensuring efficient customer service; those are as follows:
Clear and open communication
The very foundation of customer service in shipping, logistics, or any other kind of business is clear communication between the customer and the service provider. Especially in the case of logistics, where the customer is dependent on the service provider to know the status of their goods, there must be open and consistent communication.
Open communication in logistics would mean sharing prompt updates on the movement of the goods, informing the customer about when the goods will be delivered, giving updates in case of any delays and disruptions and more. Generally, the level of communication expected by the customer is set right from the beginning. It simplifies the communication process between the parties and eliminates scope for confusion.
Thorough understanding of the industry
One can offer exceptional customer service in the most real sense only when he is equipped with enough knowledge to address each query a customer may raise. Moreover, a mere understanding of the logistics industry is not enough. As a logistics service provider, one needs to study and thoroughly understand the sector of the customer as well.
It is crucial to bear in mind that every industry is unique in its way and that certain goods require extra precaution while in transit. There is no way that you can help your customer with a suitable solution without fully understanding his product and industry. As an expert, it is your job to do your homework and ensure that the best service is provided.
Learn from past experiences
When it comes to offering efficient customer service in logistics, the idea is to minimize unpleasant experiences or disruptions. When offering logistics solutions, it’s essential to assign a dedicated account manager; it helps ensure consistency.
Moreover, it makes sure that all the customer service related to logistics and shipping comes from dedicated contact. This helps build a bridge between you and your customers. It makes it possible to foresee problems and address them efficiently without letting them adversely affect business.
You can always learn from your past mistakes and improve your service. Naturally, more the experience you gain, more refined your service becomes
Remember, customers are your brand makers
Good customer service helps you boost your company’s brand image. Satisfied customers tend to give positive reviews and feedbacks, which consequently enables you to discover new business opportunities and gain more customers. Undoubtedly, exceptional customer service is the key to running a successful business.
Many elements contribute to successful customer service in logistics and service. But above everything comes the willingness of your team to address the queries that your customers may have proactively.
If you are a shipper and would like to know how GoComet’s Logistics Resource Management software can help you drive savings while building an agile and resilient supply chain network, reach us here today.