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The Importance of Customer Service in the Logistics Industry

By May 26, 2023January 22nd, 2024No Comments

Customers are at the core of the logistics industry. They’re the reason we do what we do. As a freight management partner, we partner with our customers and walk alongside them through the entire process to deliver the best freight transportation service possible. From pick-up to delivery, we make it a point to stay in constant communication with our customers.

While the logistics industry values precise and effective freight delivery, that doesn’t matter if customer relationships aren’t fostered. Freight management partners don’t just work with freight — we work with people.

Key Elements of Good Customer Service 

So, what constitutes good customer service? To start, freight management partners need to be responsive to their customers. Any feedback or concerns they receive should be listened to and taken seriously. Nothing shows customers how much we care like taking the time to make sure they feel heard. Customer complaints should be addressed quickly and resolved appropriately. Customers have taken the time to invest in us, so it’s only fitting that we take the time to invest in them.

As freight management partners oversee the transportation process, they should provide customers with up-to-date information about their freight. A customer’s business can hinge on successful freight pickup and delivery, so they deserve to be kept in the loop every step of the way. These updates can be both good and bad. Freight management partners should be transparent with their customers when there’s been a delay or challenge somewhere in the process. The real opportunity lies in admitting there’s been a problem and rising to the challenge to make things right.

At the end of the day, logistics service providers should constantly work to improve their systems and processes to provide the best possible experience for their customers. From the technology they use to the agents they hire, there are countless ways for members of the logistics industry to set themselves up for success and raise the standard of customer service.

What Does a Good Customer Service Process Look Like?

In logistics, the customer experience begins with the initial contact. From the first information request or service inquiry, freight management partners should establish the customer’s needs and requirements and be fully transparent about their capabilities and services. A healthy customer relationship can only be built if both parties feel confident that they are a good match for each other. With all the essential information gathered, the freight management partner can then develop a plan for how to best meet the customer’s needs.

The next step is arranging for the transportation of the customer’s goods. This step includes selecting a reliable carrier and managing any delays or problems. Throughout this process, freight management partners should maintain contact with the customers. They don’t need to overwhelm with every little detail, but consistent updates go a long way to building trust.

The final step is the delivery of the freight. Once the logistics service provider confirms the freight has been delivered at the right time and place, they should contact the customer and notify them of the successful delivery. This is also a good opportunity for freight management partners to check and see if any customer needs still need to be addressed.

Why Good Customer Service Matters So Much 

Providing quality customer service benefits both the customer and the logistics service provider. A freight management partner who provides exceptional customer service will have a competitive advantage and be recognized as such within the industry. 

Quality customer service can produce a strong, stable relationship between the customer and the logistics service provider. Customers are more likely to stay loyal to a logistics company that has been communicative and responsive. Additionally, customers will talk amongst themselves about which freight management partners they’ve found to have the best customer service. This will help the logistics service provider establish a reputation for clear communication and exceptional service. Thanks to positive word-of-mouth recommendations,  freight management partners stand a better chance of closing more deals and securing long-term success.

A long-term relationship between logistics service providers and their customers offers several key benefits. Customers will experience more long-term transportation savings, and, with better assurance of on-time delivery, they’ll have peace of mind and the freedom to focus on other aspects of their business.

The UCW Difference

Here at UCW Logistics, we are driven to serve. We strive to provide exceptional logistics solutions by prioritizing the customer’s experience — and we do it by using advanced technology and building authentic relationships. Since we leverage the best technology platforms and services to ensure reliability, efficiency, and economical solutions, you don’t have to worry about compromising reliability or slowing your freight down. 

We make ourselves accessible to you at all times, so you never have to wait for days on end for a callback. Even if your main point of contact is unavailable, someone familiar with your account will always be ready to help. Additionally, we always stick to the rates we set in contracts because when we say we’re going to do something, we mean it.