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work to get to the heart of the matter, to determine the real causes
of problems and why the actions to date haven't worked. This process
involves looking at communications within the company and outside
to the carriers that handle your shipments to find out if there are
breakdowns that are interfering with the smooth and efficient flows
of information and goods. Business Logistics services also compare carrier capabilities with
customer expectations to assure that the right carriers are being
used, and we evaluate ways to better coordinate shipment bookings
and commitments with all parties involved.
One of the most effective tools we use is to develop standard operating
procedures for each carrier used to assure that they know precisely
what to do and who to contact when anything occurs that has the
potential to interfere with their planned and agreed upon handling
of your company's business. This plan includes whom to contact and
when to do so as well as corrective steps that they can take to
get back on track with their service commitments. It works very
well with most carriers, but in cases where problems persist we
don't hesitate to recommend replacement carriers. The bottom line
is that we work to make sure that you and your customers are very
happy with the service quality the carriers produce for you, and
we're very good at turning service problems around.
Other Questions related to Customer Service Improvement:
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