Thursday, 23 October 2008
European Transportation
At YRC Logistics EU we have an online system which allows any client thank you message to be electronically filed, this allows us to use them for internal recognition and for training. Although we aim for perfection, I would not want anyone to think we are not also realistic, and we recognise that not every shipment goes to plan.
Whilst I do not enjoy reading bad news, I believe that we should not just share good news case study’s, but that it is just as important to share case study's of shipments that have not quite gone to plan, so that we show how we have applied the proactive & corrective actions, so that hopefully if a similar situation arises in the future, the risk of the same mistake being repeated is reduced to a negligible amount.
Anyway, I always try to end the day by reading the client thank you messages and one today was extremely satisfying because our recently launched European Transportation service has not only literally exploded but is adding real value to our prospective and existing clients.
The below client message sends me home happy today not only because it shows we are adding value, but the message is from a new client trading with us and have so far only used us for 3 full loads into Europe.
"Morning Dawn,
I just want to take this opportunity to say that in the very short time we have used your service, I have noted the difference in the level of customer service you have provided as apposed to what we are currently receiving from our existing transport company.
The confirmations I have been receiving from you when goods are picked up and dropped off are extremely helpful and much appreciated.
As we can update our customer along the way and pre-empt them chasing us for information, which helps us offer a better quality customer service. One of our customers have commented on your service already. I hope we can carry on building a professional relationship and get more comments like this."
Whilst I do not enjoy reading bad news, I believe that we should not just share good news case study’s, but that it is just as important to share case study's of shipments that have not quite gone to plan, so that we show how we have applied the proactive & corrective actions, so that hopefully if a similar situation arises in the future, the risk of the same mistake being repeated is reduced to a negligible amount.
Anyway, I always try to end the day by reading the client thank you messages and one today was extremely satisfying because our recently launched European Transportation service has not only literally exploded but is adding real value to our prospective and existing clients.
The below client message sends me home happy today not only because it shows we are adding value, but the message is from a new client trading with us and have so far only used us for 3 full loads into Europe.
"Morning Dawn,
I just want to take this opportunity to say that in the very short time we have used your service, I have noted the difference in the level of customer service you have provided as apposed to what we are currently receiving from our existing transport company.
The confirmations I have been receiving from you when goods are picked up and dropped off are extremely helpful and much appreciated.
As we can update our customer along the way and pre-empt them chasing us for information, which helps us offer a better quality customer service. One of our customers have commented on your service already. I hope we can carry on building a professional relationship and get more comments like this."
Labels: Case Study, Minimum Service Standard, Service
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