Our highly trained personnel have experience in all areas of third party logistics (3PL). We provide public and contract warehousing to all types of industries, and offer a complete line of value-added services at our California warehouse facilities.
A challenge working with Customer Service is to ensure that you have focused your attention on the right key areas, measured by the right Key Performance Indicator. There is no challenge to come up with a lot of meaningful KPIs, but the challenge is to select a few which reflects your overall strategy. In addition to reflecting your strategy it should also enable staff to limit their focus to the areas that really matter. The focus must be of those KPIs, which will deliver the most value to the overall objective, e.g. cost saving, service improving etc. It must also be done in such a way that staff sincerly believe that they can make a difference with the effort.
One of the most important aspects of a customer service KPI is that of what is often referred to as the “Feel Good Factor”. Basically the goal is to not only help the customer have a good experience, but to offer them an experience that exceeds their expectations. Several key points are listed as follows:
- Know your product – Know what products/service you are offering back to front. In other words be an information expert. It is okay to say “I don’t know”, but it should always be followed up by… “but let me find out” or possibly ” but my friend knows!” Whatever the situation may be, make sure that you don’t leave your customer with an unanswered question.
- Body Language/Communication – Most of the communication that we relay to others is done through body language. If we have a negative body language when we interact with others it can show our lack of care. Two of the most important parts of positive body language are smiling, and eye contact. Make sure to look your customers in the eye. It shows that we are listening to them, not at them. And then of course smiling is just more inviting than someone who has a blank look on their face.
- Anticipate Guest Needs – Nothing surprises your customer more than an employee going the extra mile to help them. Always look for ways to serve your customer more than they expect. In doing so it helps them to know that you care and it will leave them with the “Feel Good Factor” that we are searching for.