Curriculum
Customer Service Strategies for Logistics Professionals
Module 1: Introduction to Customer Service
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Module 2: Mastering Communication & Professionalism
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Module 3: Speed & Responsiveness in Customer Service
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Module 4: Managing Customer Interactions & Problem-Solving
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Module 5: Accuracy & Attention to Detail
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Module 6: Building Long-Term Customer Relationships
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Module 7: Leveraging Technology & Tools for Efficiency
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Module 8: Growing Your Career in Customer Service
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Case Studies
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Text lesson
Managing Performance
KPIs and SLAs are your scorecard and promise to clients, ensuring that you and your company maintain trust in every shipment.
Service-Level Agreements (SLAs)
They outline specific commitments—like responding to inquiries within 1 hour or ensuring a trucking pickup within 4 hours. They’re contractual promises clients count on.
Key Performance Indicators (KPIs)
Key Performance Indicators (KPIs) measure actual performance against SLA targets—like response time, on-time delivery rates (how often shipments arrive as promised), or customer satisfaction scores. Many KPIs focus on customer outcomes, helping CSRs track and improve service quality.
Key Takeaways:
KPIs hold you and your company accountable (e.g. “Did I solve that delay fast?”) while SLAs set clear rules clients rely on (e.g. average response times).
KPIs hold you and your company accountable (e.g. “Did I solve that delay fast?”) while SLAs set clear rules clients rely on (e.g. average response times).
Examples in Action
Picture yourself as a freight forwarder managing air shipments. You track:
- Cargo Handling (SLA): Your SLA guarantees a delay update, for example within 2 hours. When weather grounds a flight, you alert the client early, keeping their trust intact. As a CSR, your goal is to take note of this requirement.
- On-Time Delivery Rate (KPI): This KPI tracks shipments that land on schedule, for example with a target of 90%. As a CSR, if a flight’s delayed, you dig into why—customs holdup or carrier issue?—to boost future performance.
- Response Time (KPI): This KPI indicates that you are meant to reply to clients promptly, for example within 30 minutes. As a CSR, your goal is to ensure that your response time falls within the stipulated time frame.