In the midst of a competitive market, customer service has become essential in winning over and retaining customer loyalty. With so many similar services delivering similar results, good customer service means showing real interest in the business and operating in a way that brings reliability and quality.

A logistics operation involves a number of complex procedures with characteristics that vary from client to client. Staying ahead with technological and innovative solutions is a differentiator, but all this needs to be combined with good service.

The controls developed bring efficiency, leaving the customer satisfied, so the company that keeps its operation organized avoids setbacks that directly reflect on the relationship.

The customer’s main focus is to receive their cargo on time and at cost, and fulfilling the negotiation between the parties is fundamental to strengthening the partnership.

In addition, drawing up a service policy with guidelines for the team helps to provide direction and quality standards for the service.

What is customer service?

Customer service involves all communication from pre-sales to after-sales service. Basically, this complete cycle is essential so that, as well as making the sale, the customer remains loyal.

It’s about establishing a long-lasting partnership, providing clients with solutions and all the support they need.

Service channels must be diversified, leaving customers comfortable with the option that best suits them.

It is through customer service that the customer’s needs are understood and resolved, which promotes retention and, above all, a competitive edge.

How do you guarantee good service in logistics?

A logistics operation needs to be aligned according to the criteria established by the client followed by the type of cargo, origin and destination.

Customers don’t always know what they want, or even understand logistics operations. But everyone needs companies that deliver what they set out to do.

There are different types of cargo that require different procedures, and one mistake could doom a shipment completely.

As in the case of refrigerated or frozen products, the lack of constant and adequate monitoring can lead to the loss of goods.

Know the customer and the operation well

Understanding the operation is one of the main activities related to customer service. It is necessary to identify all the details and particularities of the companies so that the logistics take place within the previously determined standards.

Personalized service increases the level of satisfaction, generating more sales.

A satisfied customer is the best marketing any company can have. Satisfaction surveys are a good practice for improvement and avoiding losses.

After all, not all customers speak up when they don’t like something. Many simply look for competition.

Invest in training your team

A trained team can eliminate repetitive activities that don’t add to the routine, focusing on productivity and high performance.

Training must be continuous, keeping staff up to date and in line with market requirements.

In addition, you need to have sufficient knowledge to work with clients, having the intellectual and procedural capacity to solve problems and suggest solutions.

How does customer service influence the success of logistics operations?

The service in the logistics operation will identify the customer’s needs and deliver the expected results.

To do this, the company needs to have a prepared team and a structure that can meet all demands in a timely manner.

The logistics scenario is volatile and communication needs to be fast, with information pertinent to decision-making and in a way that avoids any inconvenience to the customer.

Get specialized service with Línea

Logistics is a strategic part of any company, and having partners who deliver quickly and with quality makes all the difference to the operation.

Línea Logistics has been on the market for a decade with solutions for all segments and modes.

With a highly qualified team, we value agile and transparent service, always seeking the best scenario and opportunity for our clients.

We offer customized services according to your company’s import or export needs, cargo insurance and project cargo.

In addition, we have advisory services such as customized training for each client and document management.

Get in touch with our team and find out about all our solutions.