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Customer service is a differentiating element for Value Added Third Party Logistics business. It defines how the company works and is critical for business continuity. Customers want quality and fast service. Having the proper structure to deliver consistent service is crucial.

How can a Value Added 3PL company provide good customer service?

Since it often involves external agents, there must be coordination between all the participants. Having excellent customer service will minimize delays, customer complaints, and rework. It also benefits the company by keeping costs low for the client, helping retain them, strengthening the relationship, and improving the company’s image in the market.

Tips to improve customer care and service in your logistics company:

1- Maintain continuous communication with customers:  Investing in ways to communicate with customers helps the company to be perceived more positively and therefore be more valued in the market. Ensure that each internal or external communication channel is effective, that emails are promptly answered and well structured, and work on having continuous communication with customers.

2- Waiting times

Customer waiting time is one of the elements that most influences a customer’s experience. We must incorporate how to reduce their waiting times and procedures for correct customer care into our strategy. 

Internal procedures to minimize delays and errors must also be incorporated.

3- Measure customer satisfaction:

A prevalent error is the lack of measurement. Without this, it is impossible to know which actions worked and which did not. 

To continue improving, survey your customers frequently, and get their opinion, to better understand their needs and enhance their experience.

4- Invest in your customer service staff

Training, training, training! Yes. It is vital for any business to have trained personnel at all points of interaction with the client. To some extent, everyone is responsible for customer service satisfaction and sales. The lack of adequate induction in your customer service, call center, sales, or counter staff can cause you to lose many business opportunities and damage the company’s image.

We must not forget that the main purpose of a business is to achieve our customer’s needs through personalized and differentiated service. They must be satisfied with our service, and it is our obligation to make them feel well cared for, providing solutions and services that make a difference.              

Good attention and customer service in your logistics Value- Added 3PL company is the key to keeping customers, achieving their loyalty, and achieving the success of your organization.

At Freeway Logistics, we love to have happy clients; we strive to serve them daily with passion and commitment. We offer a complete array of services: Warehousing, Pick and Pack, Cross Docking, Value-Added Services – like kitting and light assembly, and e-Fulfillment. 

About the Company

Freeway Logistics has been in the industry for over 18 years, offering a complete array of value-added logistics services from Houston, Texas, and San Juan, Puerto Rico.

For more information about how we can support your growing business, or request a quote, contact us at: hello@freewaylogistics.com or by phone at 787-795-2539 or 832-767-5835.