Email : Info@cargotopakistan.co.uk
0203 325 2606
020 8520 9346
Most cargo services fail due to the damage rates during the transit process, delay and hidden costs. These are the known reasons and business owners think that by just eliminating these issues, their cargo company can be an exceptional service provider in the cargo industry. But they are absolutely wrong because they just ignored the customers as the major stakeholder of their company.
The subjected issues are just part of the entire failure story, the actual problem starts from their front desk where they collect the deliveries. The front line customer staff is the backbone of cargo business and can spoil entire estate of your cargo.
They will have to face hundreds of customers every day and every customer has a different behaviour, some might understand the issues and accept the suggestions as solutions however some can be choosy and demanding or may use an abusive language.
Of course, sometimes it is a science to handle the customers in a proper way to get their package as a cargo consignment. If a single customer refuses the cargo company on the basis of bad customer services, he or she can lead to serious issues. But a wonderful customer service means a loyal customer forever.
So being in the cargo to Pakistan business, any situation is ultimately manageable by having one mission in mind, to provide exceptional services. Following 5 things to be must follow to attain the results at the front desk.
It is the first and most important thing that a front end customer service staff should adopt, always maintain a polite and humble smile while being professional while the exchange of ideas with the customers.
If the front staff exposed to personal attacks on its character, must keep calm and resist the urge to react with abusive and harsh language. Just try to calm down the situation by calling someone else and get out of the situation.
When the customers approach the front desk and straight away ask any question in an abusive manner, staff must realise that they are at the front desk to help them in odd matters. If the customer has any issues with the services rendered, try to facilitate them by addressing the concerns in a civilised manner.
Always try to understand the frustration of the customers in a manner that if you were in their position. If the complaint is valid, try to solve the issues and apologise for the inconvenience.
Reassure the customer that he is very important and Cargo Company always prioritise them as loyal customers. Repeatedly inform them that the company is acting upon their request, if customer interrupts the work offer them a seat and explain, why it is taking too long.
Be honest and never try to bluff your way through the situation and try to resolve the issues as soon as possible. Refer to the policies and contract that the company has made with the customer. Respectfully refer the customer to the terms and conditions before entering into any kind of agreement.
