Customer Service – Easy As C.A.K.E.
BGI was founded in 1999 to fill the need for a single source logistics firm that could deliver ocean, air, truck and rail shipping services; while raising the standards of service and commitment.
Domestic Operations Coordinator, Chris Saing best describes BGI’s philosophy on customer service with the following definition:
Great customer service – “To satisfy a customer by delivering high quality service exceeding the customer’s needs.”
I believe there are four main things we need to perform; 1. Communication, 2. Anticipation, 3. Knowledge, 4. Execution.
Communication – Communication sets the tone with customers. This will give the customer the confidence to believe in our ability to perform as an international freight forwarder. Communication has a lot to do with customer service. This includes notifications to your clients and responding within a timely matter to their requests. Make your customer your friend, even if you don’t like them. Listening is also a part of communication. Being a good listener helps us identify the needs of our customers and the message they are trying to deliver. It helps us direct the customer in the right direction and also helps us identify any potential problems before they occur.
Anticipation – Anticipate your customers needs. With effective communication you will be able to anticipate the client needs and provide them with solutions they are looking for. Don’t assume anything.
Knowledge – Knowledge gives us the ability to provide quality service by satisfying the customer’s needs. Be an expert at everything you do. Customers comes to us because we’re expert freight brokers. With knowledge of the industry we’re able to identify the best solution depending on the customer’s need. It also helps us in communicate. We can explain with confidence to the customer on what we’re doing and why we’re doing it. They will be impressed and will come back to us whenever they are in need of assistance. That’s what we want – repeat customers.
Execution – Completing steps A to Z flawlessly will impress the clients. Over performance beats under performance any day. Make your customer believe in our ability to perform. This increases our chances of a customer returning for our services because they trust our ability to perform. That’s what we want a happy profitable customer!
It’s as easy as C.A.K.E.
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