Thursday, 18 June 2009
Customer First Policy = Immediate Answer To Customer Requests
Over the last couple of weeks we have seen shipments increase from some of our key clients, this is a promising sign and I hope that it continues. I believe a logistics company with its core service offering of freight forwarding needs to differentiate itself and at YRC Logistics we believe that the "YRCL Way" and our customer first policy helps us to achieve this. Over the last 6 months we have ran fairly lean so it is with mixed feelings when I see staff concerned because they have not been able to answer every single request immediately. But what I do know is that having an almost 'frenzied' approach from our staff is the right standard to set.
If an answer is not immediate but it is achieved as near to immediate a possible (plus a few minutes), then we continue to be true to our DNA which makes us duty bound to serve our clients better than anyone else would do.
The YRCL internal minimum service standard (MSS), highlights this as a formalised customer service process which I do not believe is common to our industry or competition. This culture has been nurtured and evolved over 15 years through many long days and nights and with many 10 year plus veterans treating every call as though it was their own business. The satisfying aspect for me is to see our teams pull together, help each other out and end their day with a sense of real achievement, even if that is late into the night. Nothing is more important than us serving our clients better than anyone else would do.
If an answer is not immediate but it is achieved as near to immediate a possible (plus a few minutes), then we continue to be true to our DNA which makes us duty bound to serve our clients better than anyone else would do.
The YRCL internal minimum service standard (MSS), highlights this as a formalised customer service process which I do not believe is common to our industry or competition. This culture has been nurtured and evolved over 15 years through many long days and nights and with many 10 year plus veterans treating every call as though it was their own business. The satisfying aspect for me is to see our teams pull together, help each other out and end their day with a sense of real achievement, even if that is late into the night. Nothing is more important than us serving our clients better than anyone else would do.
Labels: Communication, Customer Requests, Minimum Service Standard, Staff
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Hi Andy. Very intersting reading your comments and postive outlook on your company. But despite being a contented customer for over 3 years, we no longer share your oppinion of your company - to such an extent that we have been forced to seek alternitive freight forwarding arrangemets. We note particularly your comment of "Nothing is more important than us serving our clients better than anyone else would do." We suggest you investigate your Manchester office to establish why they do not share your commitment to customer service. We have found new freight fowarders that appear to be committed serving us better than yrc, and furthermore, this does not seem important to YRC. This contradicts your bold statement on both counts don't you think ??
We as a company live and breath this philosophy and Manchester is a high service provider and we receive many letters of recommendation from our clients about this branch. So I am disappointed that you have had this bad experience and appreciate you taking the time to post this comment. I would very much like the opportunity to discuss this further with you, because whatever the failure is, it is important to ensure that we react positively. Please would you mind emailing me directly your contact details, as I would very much like to fly up and meet with you to discuss this further? andy.martin@yrclogistics.com
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