Shipping Customer Service – What to Expect?
Exceptional customer service is an overused term by many companies in all industries. It is typically an aspect of the business that is under-delivered on, leaving customers wanting more attention and support.
At FlagShip, exceptional shipping customer service is not just something we promote in a pamphlet, it’s a philosophy that the entire company lives and breathes and rallies around. Making our customers happy is top priority.
Here are just a few examples of how FlagShip takes shipping customer service to the next level:
A live representative is always available: In most cases an automated customer service system just doesn’t cut it. That’s why FlagShip offers a live representative at the end of the phone for our customers – even after hours and on weekends.
We do not stop until there is a positive resolution for our customers: We do not close a file until every possible step has been taken. We will call the customer, the carrier, the receiver and any other party that is involved until we have a positive resolution. Example: On several occasions when a customer’s package was at the depot, but could not go out for delivery, we have arranged for a private taxi or trucking company to go to the depot, pick up the package and deliver it.
Constant communication with our customer: We notify the customer when we are working on something for them, when there is progress and when it is completed.
Knowledge of industry: Between all of us at FlagShip we have incredible knowledge of the transport industry, we always help each other out, share information or contacts in order to provide a positive experience for our customers
We answer every question, no matter how big or small: Many customers comment that they are never made to feel stupid no matter what they ask, or how often they ask it.
We provide a personal service: We get to know our customers, what they want or need and provide an individualized service to meet their needs
Do you have a customer service tip or experience you would like to share? Please share it with us on our Facebook page!