Customer service is vital for companies and their third-party logistics providers. Satisfying customers helps businesses grow through continued and new business. 3PL providers must maintain high customer service and treat all customers - their customers, their customers' customers, and internal customers - well to be successful. When choosing a 3PL, companies should evaluate factors like communication, shipping capabilities, technology, employees, ethics and cultural fit. Prioritizing customer needs at every stage helps 3PLs meet the complex, strategic requirements of shippers.
Training Slides of Managing Service Quality and Customer Satisfaction discussing the importance of Quality.
For further information regarding the course, please contact:
info@asia-masters.com
www.asia-masters.com
This presentation discusses how the quality of logistics operations can leave a deep impact on customers and what impact it can leave on customer service. Also helps understand management about the tradeoff between service levels, related costs and their impact on the bottom line.
Petroleum Logistics helps you fight the global issue of fuel theft with its wide palette of dyes and gasoil markers solvent to easily trace your fuel and diesel.
Training Slides of Managing Service Quality and Customer Satisfaction discussing the importance of Quality.
For further information regarding the course, please contact:
info@asia-masters.com
www.asia-masters.com
This presentation discusses how the quality of logistics operations can leave a deep impact on customers and what impact it can leave on customer service. Also helps understand management about the tradeoff between service levels, related costs and their impact on the bottom line.
Petroleum Logistics helps you fight the global issue of fuel theft with its wide palette of dyes and gasoil markers solvent to easily trace your fuel and diesel.
A presentation done at the Namibian-German Institute for Logistics 6th annual Logistics and Transport workshop 2014.
Themed Managing Supply Chain risks and turbulence: A Southern African perspectives.
Top 10 Logistics Risks in the Spirit of David LettermanThomas Tanel
The simple fact is that in today’s longer, more global supply chains, product moves over greater distances and across more multinational borders than in the more localized supply chains of the past. The coordination and execution required for international shipments has always been a challenge. But now we find that market conditions, security considerations, transportation versus inventory costs of ownership, increasing regulatory and political pressures, and even natural events (such as storms and earthquakes) with increasing frequency and havoc are converging in such a way that it makes the task even more daunting.
Proactive discovery and visibility of logistics risks is the key to the prevention and management of supply chain disruptions. And a key ingredient in managing supply chain disruptions is risk identification; so attend this valuable presentation to find out what the Top 10 Logistics Risks are (in the spirit of David Letterman) that you will be facing in the coming years. Donald Rumsfeld, former US Secretary of Defense quipped in 2002, “Reports that say that something hasn’t happened are always interesting to me, because, as we know, there are known knowns; there are things we know we know. We also know there are known unknowns; that is to say we know there are some things we do not know. But there are also unknown unknowns-—-the ones we don’t know we don’t know.”
General Gus Pagonis, in charge of logistics during the First Gulf War in 1991 describes it best in his own words, “Logisticians deal with unknowns. They attempt to eliminate unknowns, one by one, until they are confident that they have done away with the possibility of paralyzing surprises.” Are you equipped to succeed in a supply chain world of increasing difficulty and insecurity and multiple interconnected supply chains? Do you have the correct response to a supply disruption in the supply chain and the attendant Top 10 Logistics Risks?
Why is logistics risk management in the supply chain so important now? You’ve spent years streamlining operations, reengineering processes, integrating with partners, implementing purchasing, contract management and supply chain systems, and moving production to low-cost, offshore locations. You’ve done all of this in order to get a global supply chain that really works. Finally, you can take a deserved rest, right? Unfortunately, the answer is no-—-you must learn to continuously adapt to a volatile, uncertain, complex, and ambiguous logistics environment!
As noted by Charles Darwin, “It is not the strongest of the species that survives, or the most intelligent that survives. It is the one that is the most adaptable to change.”
Risk management is about having a systematic way of dealing with thin
Study of 2 papers on Risk in Transportation and Logistic industry. It deals with key factors in Logistic management and various risks involved in transportation.
THE ORIGIN OF LOGISTICS
DEFINITIONS OF LOGISTICS
EXAMPLES OF LOGISTICS SOLUTIONS
OBJECTIVES OF LOGISTICS
FUNCTIONS OF LOGISTICS
SCOPE OF LOGISTICS
LOGISTICS INDUSTRY IN INDIA
This presentation is a brief overview of the services that LMI can offer to any business regardless of size. By controlling your freight expenses and increasing visibility of freight expenditures, companies can capture 10-30% off what they are currently spending...why have you not looked into collaborating with a leader in the marketplace? Call today for a FREE analysis to see if you can increase your bottom line figures today!
Strategic Plan Part 1: New Product or Service
Jon Thompson
BUS/475
November 7, 2016
Michael Portillo
Running head: STRATEGIC PLAN PART 1: NEW PRODUCT OR SERVICE
1
STRATEGIC PLAN PART 1: NEW PRODUCT OR SERVICE
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Strategic Plan Part 1: New Product or Service
Swift Transportation Company realizes the great exposure it has to the public as compared to other industries. This is because, the organization does not just have to maintain a department in-charge of the customer service, but also to ensure a continuation of the contracts with the customers that it via their drivers, sales representatives, logistic coordinators, and agents. This is the reason why the organization has a solemn commitment of ensuring that even though it is creating a new division, there is a continuation improvement in the experiences of the customers.
The importance of innovation in Swift Transportation Company's vision, mission, and values, and determine your business model for this new division. Include the following:
Swift’s vision is to ensure achievement in unity. This provides a reflection of the support that the organization gets from its community to help with raising its ambitions and the economies of its times. By stating ‘more’ the firm implies through the strategic thrusts that it has. ‘Together’ implies the strength, and the ability to draw the available resources in the wider SWIFT community. Through the vision, the firm will become the leading trucking company in history.
Mission
Swift Transportation has a mission of attracting and retaining customers by ensuring that they get the best transportation solutions and putting in place profitable, culture regarding safety that is disciplined, a never-failing trust, and the best services in the industry. To achieve this, the organization holds to the following set of values that helps with spearheading it ahead. They include upholding safety, respect, balance, proper communication, teamwork, and accountability, just to mention a few.
To ensure maximum customer satisfaction, the organization has put in place the most workable professional code of ethics for its employees, the officers, and the organizational board members to help with governing their ethical standards when in the premises of the company. With this, the organization has ensured that its customers gets the best of the services that is necessary for them.
Propose a new product or service for the new company division. The division should be customer-focused with an innovative mission statement.
To foster a good customer service, relation, and service, the organization is working with its innovative team to ensure the incorporation of the 3PL technology. 3 PLs will work in closeness to help the created division with creating the best types of collaborative relationships that will help with fostering the experiences of the consumers. The organization understands the existing relationship between the shippers, the carriers, and.
Third Party Logistics Singapore: An Overview, Benefits, and Use CasesRaks International
Third-party logistics (3PL) Singapore refers to the outsourcing of logistics and supply chain management functions to a specialized external service provider. In Singapore, 3PL providers play a crucial role in facilitating efficient and cost-effective distribution and fulfillment operations for businesses across various industries. Contact Raks International at +65-62653228.
Criteria for Selecting a Third Party Logistics Provider for Your BusinessAngela Carver
Shippers continue to follow the trend of outsourcing non-core competency activities to third party logistics partners as it can provide significant benefits such as cost reduction and higher customer service levels. Finding a 3PL partner that is able to meet all of your business needs is not a task to be taken lightly as they are truly an extension of your business.
The process of searching for and selecting a third party logistics partner is one that must be structured and detailed to ensure that the best decision is made for your business. Many shippers choose to utilize a request for proposal (RFP) to assist in keeping the decision making process structured. A major portion of the selection process, whether an RFP is used or not, is clearly defining the criteria that must be considered when making the final decision.
The top factors to consider include:
-service capabilities – match your required services with their capabilities and eliminate those providers that cannot meet all of your needs and be sure to communicate these needs clearly
-flexibility/scalability – a “one size fits all” solution will not be best for your business – find a 3PL that will meet your needs now and is able to grow with you in the future
-3PL reliability – ensure customers receive only the highest level of service – your 3PL must be able to meet and exceed customer expectations
-cost – this should not be the only factor considered, but do ensure your 3PL can effectively manage costs, passing savings on to you
-geographic location – strategic facility locations will allow you to better meet customer needs – a developed geographic profile will allow you to expand nationally, and in some cases, internationally
-information technology capabilities – technology has now become a necessity – ensure your 3PLs software is easy to use and provides real-time data so you can adapt and make quick decisions
-corporate culture – in order to build a strong and effective partnership both parties must understand one another’s corporate culture – this affects how you run your business and how you will need your 3PL to perform in turn
-corporate stability – consider the financial standing of your 3PL partner when making your choice – be sure to protect your assets
To learn more about selecting the best 3PL for your business contact Wavelength Logistics experts today at marketing@wavelengthlogistics.com or at 855-645-2766.
Internal Customer Satisfaction Assessment in the Public sector: A case study ...paperpublications3
Abstract:Internal customer satisfaction is a major component of quality improvement that most companies should embrace together with developing strategies to improve quality of external customer service. When the internal customer isn't satisfied, relationships with the external customer suffer. The researcher set out to examine the quality of fleet management services to internal customers by use of SERVQUAL scale to measure the gap between quality expectations and perceptions of the services so as to establish action plans. The objectives of the survey were, to examine the various dimensions of service quality on internal customer satisfaction, to establish the level of internal customer satisfaction and to establish the expectations of internal customers and areas for improvement with the dependent variable being internal customer satisfaction. The study adopted a descriptive case research design and the study population comprised of 118 management staff of Nzoia Suagr Company. A purposive sampling technique was employed to select a sample size of 34 respondents. Questionnaires, interviews, secondary data and observation were used for data collection. Descriptive statistics data analysis method was applied to analyze numerical data gathered aided by Statistical Package for Social Sciences (SPSS). Results show that 48% are highly satisfied, 40% moderately satisfied and 12% had low satisfaction with fleet management services, SERVQUAL five scale had relationships to satisfaction and internal customers expect quick responses to requests. It is recommended that transport department that manages fleet should always try to enhance customer satisfaction via presenting high quality fleet management services, as a key element, in order to, first, not weaken those dimensions which the internal customers are satisfied with and secondly, improve those services that aren’t quality from internal customers perspective.
Keywords: External customer, Fleet Management, Internal customer, Service level agreements, Service Quality, Supply Chain Management, Total Quality Management.
Discussion 1A service company is a specific business that helps .docxcharlieppalmer35273
Discussion 1
A service company is a specific business that helps to produce income by delivering services without selling any physical products. In the modern world, there exist different types of service type of business like consulting, education, entertainment, and media. Yes, I agree with the statement that many of the organizations are traditionally known for superiority intangibles, for example, IBM in computers and Xerox in copiers. For example, most companies like the manufacturing organizations, in the present situation they are describing themselves as service enterprises. Most of the organizations are feeling themselves as service companies because customers prefer to purchase items from the enterprise that delivers excellent customer service (Iacobucci, 2016). Initially, when the organizations consider themselves as a service organization, there is a need to consider major factors like intangibility of output. This is because service companies deliver intangible output which is not an easy activity.
For a business organization to declare as a service the company, the firm not only requires a specific percentage of service instead the firm requires to successfully resolve the issues experienced by consumers. Service mainly includes an intangible product that involves performance or effort and this could not be processed. The organizations delivering services are intangible which may include personal services, rental goods, of items owned by consumers. Service organizations consist of technical and marketing expertise to attract customers. Most of the service organizations determine themselves as service companies by considering factors like intangibility, the involvement of buyers, homogeneity, and inventory. The intangibility is complex to be conceptualized where creative visualization is most important for a business organization to deal with customers (Kotler, Keller, Brady, Goodman, & Hansen, 2019). The service performance surely depends on performance-related attributes that could be measured only when individuals experience purchase experience.
The service organizations mainly focus to deliver exclusive services that involve various factors, this might include key activities. The service definition is identified to be important while offering service management. To declare a firm as a service organization, the initial focus should be on customers (Iacobucci, 2016). The organizations should ensure to develop a vision where customers are primarily targeted individuals. If the customer's problems are resolved and customers achieve satisfaction with company offerings, then firms could be able to declare themselves as a service organization. For example, IBM is described as a service-based organization that offers global services to individuals across the world. By describing themselves as a service organization, IBM services ensure to create new business revenues for the company. IBM is a service-based organization and this is s.
These case studies touch on subjects that all FMs know are central to our role, wherever you operate in the world, and pretty much whatever your role: procurement, innovation, technology, sustainability, talent management and health and safety. It’s quite a diverse list of subjects,
but there are common themes running through all six case studies. All these organisations seem to have worked out a similar formula for success that could be applied in any business, sector or region. Read More!
Internal Customer Satisfaction Assessment in the Public sector: A case study ...paperpublications3
Abstract:Internal customer satisfaction is a major component of quality improvement that most companies should embrace together with developing strategies to improve quality of external customer service. When the internal customer isn't satisfied, relationships with the external customer suffer. The researcher set out to examine the quality of fleet management services to internal customers by use of SERVQUAL scale to measure the gap between quality expectations and perceptions of the services so as to establish action plans. The objectives of the survey were, to examine the various dimensions of service quality on internal customer satisfaction, to establish the level of internal customer satisfaction and to establish the expectations of internal customers and areas for improvement with the dependent variable being internal customer satisfaction. The study adopted a descriptive case research design and the study population comprised of 118 management staff of Nzoia Suagr Company. A purposive sampling technique was employed to select a sample size of 34 respondents. Questionnaires, interviews, secondary data and observation were used for data collection. Descriptive statistics data analysis method was applied to analyze numerical data gathered aided by Statistical Package for Social Sciences (SPSS). Results show that 48% are highly satisfied, 40% moderately satisfied and 12% had low satisfaction with fleet management services, SERVQUAL five scale had relationships to satisfaction and internal customers expect quick responses to requests. It is recommended that transport department that manages fleet should always try to enhance customer satisfaction via presenting high quality fleet management services, as a key element, in order to, first, not weaken those dimensions which the internal customers are satisfied with and secondly, improve those services that aren’t quality from internal customers perspective.
The Important Things To Look For In 3PL Services In IndiaOnnsynex
To improve their supply chain operations, organisations are increasingly turning to third-party logistics (3PL) firms in the modern day. Businesses may take use of their many advantages, including affordability, adaptability, and scalability. Selecting a 3PL services provider may have a big influence on a business’s bottom line, whether it’s for expediting order fulfilment or optimising storage and transportation. Prioritising many factors is recommended for firms, ranging from regulatory compliance and technology skills to industry experience and essential services.
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Customer Service and Logistics
Reginald Anton Dunham
Virginia College, Macon, Ga.
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Abstract
Customer service is an integral part of a company’s job and should not be seen as an extension of
it (Friedmann, 2015). A company’s most vital asset is its customers. Without them, it would not
and could not exist in business. When they satisfy their customers, they not only help them grow
by continuing to do business with them, but recommend their company to friends and associates.
Companies are in business to service customer needs, and can only do that if they know what it
is their customers want (Friedmann, 2015). When companies truly listen to their customers, they
let them know what they want and how companies can provide good service. 3PL or third party
logistics providers must maintain a high level of customer service to maintain customer
satisfaction. Companies outsource for cost savings and improved quality. They believe that 3PL
providers can either better provide supply chain services, or can offer better quality of these
services, than if the company attempted these functions internally (Mayer, 2015). Finding a
good 3rd Party Logistics Company can be challenging. Many companies claim to be the best so
it is important to look at a number of different factors when choosing a provider for your
company. Taking your time looking at these critical success factors will help ensure that you
choose the best 3PL company for your business (Faro, 2015).
3. CUSTOMER SERVICE AND LOGISTICS
3
Customer service is an important element for creating and maintaining a successful
business. According to Murray (2015), “You can have a wonderful product, but without
excellent customer service the item will never be purchased” (p. 1). Customers interact with a
company through a number of channels and the level of service received from the company has
the potential of going a long way to obtaining customer satisfaction (Murray, 2015).
Interestingly enough, the essence of customer service is for customers and companies to get to
know one another (Self, 1998). As stated by Self (1998), “Customer loyalty develops as
customers feel a connection with a company. After all, most companies have the same "stuff";
it's the service that causes product and company differentiation” (p. 1). Customer service is
important because it does more than simply provide a means to drive sales. Customer service
raises the bar of competition. The only way companies can effectively accomplish this is by
creating a corporate culture steeped in tradition with the focus on the customer. When a
company is committed to customer service, its corporate culture will change to absorb this new
dimension, first becoming an integral part, then becoming the driving force causing amazing
results to take place (Self, 1998). These higher customer service standards produce a
competitive advantage. Expectations of customers are increasingly rising and companies must
tailor their approaches to match these demands. Customers will not continue to except subpar
service. As mentioned earlier, competition is fierce and the only thing that distinguishes one
company (who sell similar products or services) from the other is their service level and
commitment to it (Self, 1998). Improving customer service requires the willingness to change
and improve. Companies are encouraged to listen to the feedback given back by its customers
and implement any changes necessary. Customer retention is the most important aspect of any
4. CUSTOMER SERVICE AND LOGISTICS
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successful business. One lost customer is one too many and could result in a negative ripple
effect.
Logistics describes the activity of moving freight from one place to another. The
logistics process has many components, from the shipper to the transportation company, the
receiver and the commodity. Customer service is an essential aspect of this process (Taylor,
2015). Poor customer service can lead to higher costs for the shipper. If the transportation
company does not communicate with the shipper and the receiver, the cost for the transportation
of the load will increase. For example, if the transportation company does not advise the
receiver when the truck will arrive, the truck company may incur overtime costs, which will cut
into the profit on the load (Taylor, 2015).
Third-party logistics refers to the outsourcing of logistics functions and other supply chain
functions to third-party providers, also called 3PL providers (Mayer, 2015). As stated by Mayer
(2015), “Companies outsource for cost savings and improved quality. They believe that 3PL
providers can either better provide supply chain services, or can offer better quality of these
services, than if the company attempted these functions internally. Companies use 3PL
providers to outsource sections of the supply chain, from a small link to the entire supply chain.
Companies consider cost savings, shipment turnover, loss rates, and on-time delivery rates when
deciding to use a 3PL provider” (p. 1). Companies also consider outsourcing to a third party
logistics provider to best address today’s increasing regulations and demand volatility (Syfan,
2015). According to Syfan (2015), “A 3PL is much more familiar in dealing with the complex
transportation regulations of the federal government, as well as among different states. The same
goes with handling the peaks and valleys of customer shipment demands—3PLs have much
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more capacity with a network of carriers to deal with fluctuations in shipping needs. By leaving
all these headaches to a 3PL, manufacturers can better focus on what they do best” (p. 1).
Now the key is to find a third party logistics provider, that does whatever it takes to fix
shipping problems, believes there is no such thing as “just a transaction,” and whose drivers
smile when they make deliveries and are happy to go the extra mile for your customers. Imagine
a company that believes every delivery involves a shipper and a receiver— and a chance to build
a trusting relationship (Rodeheffer, 2015). It’s one that can come true— with a 3PL company
that employs ‘Golden Rule’ customer service. According to Rodeheffer (2015), “This means its
staff treats others as they want to be treated, from customers to other internal employees to
contracted drivers. It’s a 3PL that pays carriers on time instead of delaying payment to maximize
cash flow, and is aware of the need for financial flexibility in difficult situations” (p. 1). Golden
Rule customer service means honest and transparent communication with people who not only
admit when there is a mistake, but head off potential problems with proactive solutions.
Finding a good 3rd Party Logistics Company can be challenging. Many companies claim
to be the best so it is important to look at a number of different factors when choosing a provider
for your company. Taking your time looking at these critical success factors will help ensure that
you choose the best 3PL company for your business (Faro, 2015).
There must be good communication between you and the 3PL Company in order to
facilitate a successful relationship. Communication is not something we do to people; rather, it
is something that is done between people. Together you must be able to understand one
another's needs and objectives in order to effectively communicate. Being able to communicate
clear objectives to the 3PL is important. And in return, you'll need to be sure that you choose a
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company that values communication, has established capabilities and processes to facilitate this
type of interaction and knows what it needs from you to successfully operate (Faro, 2015).
Shipping is a critical part of the logistics process in terms of: Delivering products to your
customers in a timely fashion and minimizing your costs and should be a determining factor in
choosing the right third party logistics provider (Faro, 2015). The receiver of your product
expects product to be delivered on time. The receiver also expects the goods to get there in an
acceptable condition. Breakage costs money and makes the customer dissatisfied.
One of the most important aspects of logistics is technology. When looking at 3PL
provider consider these options: Do they stay up to date with the latest processing, shipping,
tracking tools and technology? What systems are in place for dealing with reporting order
processing, system limitations integration and inventory control (Faro, 2015)?
Another determining factor in choosing the right third party logistics provider for your
company is their people. As stated by Faro (2015), “Oftentimes the difference between average
3PLs and high performing logistics companies is their people. You should look for a company
whose people will help you: develop your company's objectives, identify new opportunities, and
are able to build your relationship based on trust, possess a commitment to going the extra mile,
and retain an extensive knowledge of the industry, transportation and management” (p. 1).
Finally, companies should choose third party logistics providers who embrace strong
ethics and companies who Mission and Value statements coincide with theirs. An example of a
good Mission and Value statement is “Dedication to our global trading partners through the
delivery of superior service as well as innovative, adaptive and safe logistics solutions, which
enhance our partners' quality, performance and profitability. To deliver superior service to our
worldwide trading partners by providing exceptional value, consistent performance, and creative
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logistics solutions. To invest in quality people with enthusiasm for excellence and desire for
advancement. To provide a healthy and safe working environment with resources, programs,
and benefits designed to improve productivity and enhance all employees quality of life. To
engage in good corporate citizenship and maintain the highest ethical and moral standards. To
maintain a leadership position regarding information technology and innovative business
practices. To treat our clients, suppliers, and employees with fairness, dignity, and respect”
(Gateway Logistics Group, 2015).
There are a lot of things to consider when looking for a 3PL company to do your storage
and shipping. As you can probably see, it takes a company with a full scale offering that can
function on multiple levels especially in the area of customer service. There are a lot of third
party logistics companies that perform well in one area or a couple of areas, but partnering with a
company that can offer all of the above attributes will put your company in the best possible
situation.
When it comes to customer service, shippers want their carriers and 3PLs to provide the
complete package (Partridge, 2015). In today’s complex supply chain environment, customer
service between shippers and their logistics providers means more than just a friendly voice on
the line when something goes wrong. It is more than the ability to track a shipment or expedite a
delivery. According to Partridge (2015), “Today, shippers expect their logistics providers to take
a “cradle-to-grave” approach to customer service, providing insight, strategic guidance, and a
wide range of capabilities from the very beginning to the very end of the supply chain. From
transportation of inbound raw materials to vendor management to outbound deliveries and
everything in between, shippers depend on their providers to execute flawlessly, while acting as
an extension of their company” (p. 1).
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To meet these types of expectations, logistics providers must take the time to truly
understand their shippers’ supply chains, to know the complexities of the industries they function
in, to design their functionalities around desired outcomes, and to determine how to ease their
customers’ customers’ pain points (Partridge, 2015). It is a big job, and one that is likely to get
bigger.
Third party logistics providers and carriers are responding to increased shipper demands
by stepping up their games, pushing customer service to the forefront. Many providers have
adopted service-centric cultures to ensure they meet shippers’ service requirements— and to gain
a competitive advantage in the crowded outsourced logistics and transportation field.
One major factor in fostering satisfactory customer service is building the right
shipper/provider relationship. Shippers that take a strategic and collaborative approach to
logistics outsourcing— rather than viewing it as a commodity play— often form more effective
partnerships, leading to improved customer service throughout the supply chain (Taylor, 2015).
Partridge (2015) states, “Another key aspect of serving shippers strategically and
collaboratively is making sure to always operate with customers’ customers in mind. Because
supply chains are interconnected at every level, bad service at one link will ricochet throughout
the chain, ultimately impacting the end user” (p. 3).
“It is imperative that we understand what our customers’ customers are looking for in
order to align our services, processes, and people to those goals,” Abernathy (2015) explains.
“Determining our customers’ customers’ needs is our first priority, whether we are prospecting
for potential customers, designing solutions for new customers, or reviewing goals with existing
customers” (p. 3).
9. CUSTOMER SERVICE AND LOGISTICS
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In conclusion, customer service is an integral part of a company’s job and should not be
seen as an extension of it (Friedmann, 2015). A company’s most vital asset is its customers.
Without them, it would not and could not exist in business. Customer satisfaction is what makes
for a successful business. When they satisfy their customers, they not only help them grow by
continuing to do business with them, but recommend their company to friends and associates.
Companies are in business to service customer needs, and can only do that if they know what it
is their customers want (Friedmann, 2015). When companies truly listen to their customers, they
let them know what they want and how they can provide good service.
Third party logistics providers must maintain a high level of customer service with their
customers and their customers’ customer. 3PL providers are involved in all phases of the
distribution process, from the storing of the raw material to the delivering of the finished
product. Such engagement requires them to put quality service at the top of their priority list.
Not only do they have to satisfy their customer and their customers’ customer, they have to
satisfy internal customers – employees as well. Creating a culture where employees are
encouraged to express ideas will increase employee relationships which are crucial for
organizational success.
Essentially, good customer service is important for third party logistics providers in hope
for return business, more business, and new business. Good customer service leads to many
benefits. Not only will you gain trust with your current clients, they'll also become a wonderful
referral system as they spread the word about your business to other prospects. Whether it's
positive or negative feedback about your service, people will talk. In the long run, treating people
fairly and with respect will bring business to your company today and in the future.
10. CUSTOMER SERVICE AND LOGISTICS
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References
Faro Logistics Solutions. (2015). What makes a good 3PL Company? Retrieved from http://
www.farousa.com/index.php/services/what-makes-a-good-3pl-company
Friedman, Susan A. (2015). Ten Commandments of Great Customer Service. Retrieved from
http://marketing.about.com/od/relationshipmarketing/a/crmtopten.htm
Gateway Logistics Group. (2015). Mission Statement. Retrieved from http://www.gateway-
group.com/mission-statement/
Mayer, Jen. (2015). What Is 3PL Logistics? Retrieved from http://ehow.com/facts_691682_3pl-
logistics_.html
Murray, Martin. (2015). Customer Service. Retrieved from http://logistics.about.com/od/for
smallbusinesses/a/Customer-Service.htm
Partridge, Amy Roach. Managing a Customer-Driven Supply Chain. Retrieved from http://www.
Inboundlogistics.com/cms/article/managing-a-customer-driven-supply-chain/
Rodeheffer, John. (2015). Does Your 3PL Provide ‘Golden Rule’ Customer Service? Retrieved
from http://www.inbounlogistics.com/cms/article/does-your-3pl-provide-golden-rule-
customer-service/
Self, Dr. John T. (2015). Why Customer Service is Important to You(And Me). Retrieved from
http://www.sideroad.com/cs/column3.html
Syfan, Steve. (2015). Outsourcing to a Third-Party Logistics Provider. Retrieved from http://
www.inboundlogistics.com/cms/article/outsourcing-to-a-third-party-logistics-provider/
Taylor, Hunter. (2015). Importance of customer Service in Logistics. Retrieved from http://www.
ehow.com/facts_7161008_importance-customer-service-logistics.html