The goal of providing customers with great customer service involves the ability to handle a business’s transportation and logistics needs in an efficient manner.
To that end, the logistics company can do a lot about it! To meet customer service goals, objectives could include:
- Increase distribution centers (in different geographic areas) to respond to customer’s needs;
- Manage customer feedback, such as complaints of damaged goods, and correct deficiencies in the process that caused the problem;
- Customer service objectives could include reducing complaints by 50 percent in a year;
- Improve resolution times to customer complaints to a minimum of one business day;
- Increase the number of your customer service staff (example: from one to three workers by the end of the year);
- Create and implement a policy where customers are guaranteed to receive a return call back, before the end of the working day.
Retention
If you are experiencing a problem with employee turnover in your logistics company, then one of your primary goals and objectives should be to improve retention. You have to find the way to make them want to stay with you!
