Reorganising Deliveries

Logistics companies are the backbone of society in the internet culture that we live in and there are hundreds of these companies offering their services to the public and other companies alike. The demand for logistics companies has spawned from this connection, everyone is always connected to the internet and this means that when a product or service is suddenly needed it is easily accessible. In conjunction with the ease that international travel and communication is undertaken as well, these products and services can also be sent internationally.

However, the problem that many customers find themselves faced with involves receiving the delivery as opposed to organising the delivery. There are several options for the delivery driver if you are not at the requested delivery address when they attempt to deliver: leave the parcel somewhere discrete on your property; leave the parcel with a neighbour; leave a card that instructs you to either reorganise a delivery date or collect the parcel from their local warehouse. It is this final option that can cause problems for lots of customers. With the combination of work and social lives colliding with when these companies are most likely to deliver means it can be nigh-on impossible, particularly because contacting these companies can be a Herculean task in itself.

The details that are left on these cards will include a package/parcel number as well as a customer reference number and one or both of these will need quoting when you call or visit the company’s website  to rearrange the delivery. This sounds simple enough but which one you quote can be confusing and occasionally correct procedures are followed but the options on the website (for example) are so limited that you are no better off than you were before.

Not all companies are this obstructive with assistance though and it has been known for the delivery driver to leave a contact number that is not charged at a premium rate and calling this number will allow you to arrange a specific time for delivery. One instance of this lead to the delivery driver writing on the relevant package that the only available delivery say was Saturday and therefore the package was eventually delivered on the earliest Saturday possible. This is one positive example and unfortunately there are more bad-experience stories circulating than good.

For more information on logistics companies and their willingness or lack thereof to assist with the delivery of your items, please read our Ezine page.

Logistics Companies’ Customer Service

The world revolves around the internet today. Everyone is connected, all the time and it allows us to send and receive information, packages, letters and correspondence – everything, anytime. This means that there is a high demand for logistics companies that act as the middle man between companies and customers.

The ease and consistency with which we are all connected to the internet also means that this service is utilised and people will make last minute purchases – let’s say a birthday present – that is needed imminently and expect to have it delivered in time. This means two things: firstly, that there is a niche market for offering exceptionally fast delivery and secondly that the market allows for a large number of logistics companies, making the competition very high.

Logistics companies need to offer exceptional customer service because their role in the transaction is major; they are nominated by the company selling the product to deliver it to the customer in the same condition that the product left the original company and in a timely manner no less. This means they are accountable for the condition of the product and so must have a well populated customer service department to handle all enquiries. Accidents and misunderstandings do happen and while some of these will be the logistics company’s fault it may just as much be the product provider’s fault or indeed the customers’ looking for an easy return – whatever the reason, the chances are the customer will call the logistics company looking for an answer.

The customer services assistants populating this line must be able to deal with angry customers, the most common reason for customers to contact a logistics company is to complain either about the lack of the delivery, delay in delivery or condition of the product upon arrival. Therefore the customer service assistants need to be able to offer explanations for all of these scenarios in such a way that pleases the customer but also maintains a positive business front for both the logistics company and the product company. No employee can be seen to be bad-mouthing any company, particularly not their own or a partner company but the repercussions of implying that a customer is in the wrong can be devastating.

The rise of the internet means that logistics companies are vertebrae in the backbone of society but society also demands choice and high customer service. Everything boils down to options and to stay ahead of the game in any division of the market, it is important to offer high quality customer service because there is too much choice – customers can move companies at the drop of a hat.

For more articles focussing on the role of customer services in business visit our Ezine homepage.