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
Tuesday, 16 June 2009
You are all invited to @Tuesdaytweetup Southampton
What is a TweetUp?
noun, A real world meeting between two or more people who know each other through twitter.It’s for all those addicted to twitter and those just getting the hang of it - to share ideas, TweetUp or just network.@Tuesdaytweetup is organising the time and the place for people to meet, to have a few drinks, exchange ideas, network and to just "TweetUp"Its free, kicks off at 6:30pm at Dockgate 4 Piano Bar, Southampton on the 16th June and yes you are all invited.
Not an hour goes by on twitter when tuesdaytweetup doesn't witness followers helping followers out.
It is really great to see and that was the inspiration for the tuesdaytweetup. It's a local event, to share ideas and bring the world of twitter into the real world. It's so true, at the last tweetup people felt as if they already knew each other, when all they'd been up until the event was just an avatar on the twitter timeline.
Twitter is a great ice-breaker and the tuesdaytweetup provides the time and space to really get to know your followers better and maybe find time for some business as well.
For more information you can twitter http://twitter.com/clar_key or http://twitter.com/tuesdaytweetup
noun, A real world meeting between two or more people who know each other through twitter.It’s for all those addicted to twitter and those just getting the hang of it - to share ideas, TweetUp or just network.@Tuesdaytweetup is organising the time and the place for people to meet, to have a few drinks, exchange ideas, network and to just "TweetUp"Its free, kicks off at 6:30pm at Dockgate 4 Piano Bar, Southampton on the 16th June and yes you are all invited.
Not an hour goes by on twitter when tuesdaytweetup doesn't witness followers helping followers out.
It is really great to see and that was the inspiration for the tuesdaytweetup. It's a local event, to share ideas and bring the world of twitter into the real world. It's so true, at the last tweetup people felt as if they already knew each other, when all they'd been up until the event was just an avatar on the twitter timeline.
Twitter is a great ice-breaker and the tuesdaytweetup provides the time and space to really get to know your followers better and maybe find time for some business as well.
For more information you can twitter http://twitter.com/clar_key or http://twitter.com/tuesdaytweetup
Labels: social networking, tweetup, Twitter
Friday, 12 June 2009
Walk In The Park
In our industry where it is commonly agreed that formal training should be supplemented with on the desk coaching, it is great for me to walk into our Birmingham office with my manager Mike Collins, Senior VP of Global Operations & Sales. to hear how Tony Calnan our regional manager of 15 years talks so enthusiastically about his business unit as well as how he looks forward to Friday when he holds coaching sessions with his team.
These sessions can vary from simple "Customer First" examples to customs duty saving opportunities via regimes such as "first sale rule" or more in depth supply chain solutions.
The great thing to hear is how these are all focused on 'what else can we do for our client'. My job is a absolute walk in the park with guys like this on our team and staff in our offices so eager to be the best in the industry.
These sessions can vary from simple "Customer First" examples to customs duty saving opportunities via regimes such as "first sale rule" or more in depth supply chain solutions.
The great thing to hear is how these are all focused on 'what else can we do for our client'. My job is a absolute walk in the park with guys like this on our team and staff in our offices so eager to be the best in the industry.
Labels: Birmingham, Minimum Service Standard, Training
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