Case Studies
 

Customer Care Program for One of the World’s Leading Logistics Companies

This Company is one of the world’s leading providers of forwarding and logistics services, specializing in intercontinental air freight and ocean freight shipments and associated supply chain management solutions. In China, it has over 20 offices to provide door-to-door comprehensive forwarding and logistics services tailor-made to meet clients’ individual needs.

Issue

The Company recognized the need to improve the quality of its customer service in Hong Kong and Mainland China in order to enhance its competitiveness in the increasingly challenging market.

The Company wanted to:

  • improve the customer service skills of its local and expatriate managers and frontline staff
  • create and sustain a culture of excellent customer service
  • develop customer service standards for future evaluation and monitoring
  • train managers to give feedback in order to enhance employees’ customer service skills
  • gain staff commitment to the company’s customer service program

Approach

We undertook a thorough training needs analysis in order to understand their current workflow and issues and thus identify problems.

Based on the findings, we tailored a series of training workshops from senior executives to clerical staff in conjunction with the development of a service model. The workshops were filled with activities, experience sharing, service skills drilling and role plays. Role plays were shot for team’s review and feedback sharing. All discussion topics and case studies were customized to put participants in real challenging customer service situations.

Results

The training courses, which were found to be enlightening, have helped the Company upgrade the customer service skills of over 100 staff, and enhance the management of their customer service staff. The customized service model has enabled the Company to stipulate service standards in the entire servicing cycle, as well as measure their customer service performance on an on-going basis.