Importance of Good Customer Service

Customer service is an important part of any customer based business, but it is especially important for businesses in a service industry like logistics. In recent years, many companies have lost their focus on the customer and have been more worried about the bottom line profits. The problem is that much if the bottom line is directly impacted by customer service whether good or bad. Having poor customer service in logistics services can send your customers directly to another carrier, freight forwarder, trucking company, wherever. There are so many struggling companies out there that you need your customers happy and confident that you will take care of them.

Customer service should be the strongest part of your operations team. If there is good customer service, you may never hear anything from your customers, it is what they expect. If there is exceptional customer service, you still may not hear from them, but they are most likely singing your praises to other people and you could even get a good referral from them. If there is poor customer service, you will not only hear about it from your customers, but you may even lose the account.

It only takes one bad experience to send a customer away. It is how you handle the experience that can keep them your customer. If a shipment is lost, you show them that you will do whatever it takes to find it. If they are finding better freight rates elsewhere, and you cannot match them, you need to find a way to keep the customer happy: good customer service. Shipping and logistics has become incredibly competitive in recent years, the more you can do to keep customers happy, the better for your business.