In a world where switching companies is easier than ever, good customer service is vital to secure customer loyalty.
We’ve compiled a list of quick tips, FAQ’s and advice from leading, customer-focused pallet carrier and delivery service, Pallet Online.
Customer service in logistics – what is it?
It is a common misconception that customer service in logistics doesn’t matter, but that’s completely false.
As with any industry, customer service is vital to the success of your business and without it, you’re bound to see a loss of sales and custom.
Why good customer service is vital
1) Customer loyalty – building a relationship with your customers is essential in gaining trust and loyalty. If you convert regular customers into loyal customers, you will likely see recurring sales from them frequently. It’s a good idea to make a spreadsheet of all your customers, sorting them into loyal, regular and lapsed. That way, you can tailor each response depending on the type of customer.
2) Creates a good brand image – if you have a poor public brand image and reputation, it’s very likely that potential customers will look elsewhere. If you have a review system, which you should, make sure you keep on top of every single review, especially the bad ones. This will provide a positive brand image,as it clearly shows you care about your customers. Did you know: Only 13% of consumers will consider a business with 1 or 2 stars.
3) Prompts word-of-mouth advertising – any marketer will tell you that word-of-mouth advertising is by far the best form of marketing for any business. Great customer service encourages exactly that. People will experience great customer service, and then tell their friends and family about your business. This creates a domino effect.
When things go wrong
Unfortunately, not every customer is always happy. Maybe they’ve had a bad day, or maybe your service levels have dropped a little. Whatever the problem, there should always be a plan in place on how to deal with a disgruntled customer.
Whether it be a bad review or an irate caller, having a plan will make you look both professional and authentic.
Tips for good customer service from a leading pallet carrier
Sometimes, providing great customer service may not always be a walk in the park. Here are three top tips from popular pallet delivery service, PalletOnline, on how to provide great customer service:
1) Respect your customers – a defensive attitude when dealing with customers will not end well. More often than not, they will just go elsewhere if they do not feel respected.
2) Be prompt – customers HATE sitting in a hold queue for hours on end.
3) Communicate clearly – poor communication can lead to mishaps and confusion later down the line.
How pallet carriers are changing how things are done
PalletOnline are one of the UK’s top pallet carriers for shipping to the UK and overseas. They are extremely customer-focused, with just under half of their staff employed to oversee customer support.
They believe that the lack of good customer service in logistics needs to change, which is why they have a full team of dedicated customer care assistants running Live Chat and phone lines whenever any of their customers need help or advice with their pallet delivery service – something rarely seen in the industry.
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PalletOnline are offering 10% off your first order if you book now. Their quick and easy quoting system will give you an instant, no-obligation price!
