Top 5 Traits of Great Customer Service in the Transportation Industry
When you think about the companies with whom you do business on a regular basis, what distinguishes the great ones from the rest?
If you’re like most people, you probably consider strong customer service to be not only an attribute, but imperative of a good business. In fact, one source points out that a customer is four times more likely to switch to a competitor if his or her dissatisfaction is based on service (as opposed to an issue with the price or the product itself).
Providing excellent customer service is integral to both customers and businesses. In the transportation industry, up-to-date information is highly valued.
Transportation companies that prioritize the customer experience know a few things that others don’t. In addition to the usual features and supports, here is a list of some of the ways that exceptional companies differentiate themselves by the quality of service they provide.
- They provide the service and information that customers need
If you have questions, your transport company should be able to provide the answers or at least a sense of when the information will become available. Many customers are unaware that customer service representatives (CSRs) are not usually at the transport terminal (for larger companies, they may be in a different state entirely). In order to get up-to-date tracking info, the CSRs need to contact the shipment’s terminal dispatcher, who then needs to reach the driver, which can be difficult if he or she is driving or making a delivery. Still, while the CSR may not have precise tracking information for your shipment at all times, they should be able to give you a sense of how long it will be before an update will be available. Instead of “I don’t know,” good customer service representatives say, “I’ll find out,” and do their best to provide that information as soon as possible.
- They provide tools and resources to help customers answer their own questions
Great companies know that their customers want to be able to help themselves, and they equip them to do so by providing online quotes, tracking resources, an FAQ file, and access to documents such as proof of delivery forms (POD’s) and bill of lading forms (BOL’s). They also provide multiple contact channels—phone, email, web forms, etc. to make it easy to get in touch if you have a more complicated query (or just want to speak to a live person!)
- When things go wrong, they do everything in their power to make them right
Sometimes, even the best companies encounter issues, or a problem arises that is outside of their control. Great CSRs differentiate themselves not by always getting things right, but by how they handle themselves (and your concerns) when things go wrong. When problems arise, great transport companies do their best to provide insight into what may have gone wrong and why, and they are proactive in offering to do whatever they can to resolve the issue. Often, extra assistance is offered to make up for any inconveniences.
- They plan to be along for the long haul, and want you there with them
Established companies value experience and long-term relationships with their customers. They have a great deal of pride in what they do, and have every intention of sticking around for generations to come, so they value the relationships that will help them do so.
- They have well established practices
Companies with a solid history and foundation are usually able to apply their best practices with consistency. You want to partner with carriers who understand the market, know how to innovate with change, and yet through change are able to maintain reliable customer service. At Wadhams, we see the value in family-run companies that have generations of well-trained personnel who understand the importance of building a culture of quality and dependability.
When it comes to providing great service, leaders of the pack distinguish themselves by their commitment to going above-and-beyond the call of duty. In part, this comes from having experienced and well-trained staff who know where to look for the information their customers need, and who can think outside the box to come up with creative solutions to customer needs.
Strong service representatives have the experience and understanding to exceed their customers’ expectations in every aspect of their performance. If your transport company is not meeting your needs, it may be time to look for one that values you as much as they value your business. Look for a transport partner that can exceed your customer service expectations.