According to the latest research, selling and trucking company customer service shifts from making transactions to creating relationships.
If you want to stay as close as possible to a particular customer then focusing on their personal needs is the best solution to negotiate a deal and increase your trucking company profit.
4. Deliver Only The Best
One of the key qualities that you need to possess as a trucking company is to deliver the best services possible.
In other words, you need to make sure you are at least one step ahead of your competitors.
Continually, although some may think that it is impossible and it takes strategies and time in order to climb higher and take the first spot, it is quite simple in fact.
Having said this, you can do the following:
- Deliver quality freight
- Deliver secured load
- Make On-Time Delivery
One of the best strategies for acquiring customers is to deliver quality freight only.
The second technique to keep customers is to make sure your load is well secured before the truck hits the highways.
On the subject of this, mastering the art of securement in cargo is obligatory. To emphasize, you definitely do not want to end up delivering broken or damaged freight.
In the end, the third skyrocketing secret is to always deliver your loads on time.
In addition to this, the roads are dangerous enough and sometimes may stop or slow down on-time delivery but in most cases, it is essential.
Once they notice your services, they will memorize them and start reviewing them.
Notably, the key to the trucking company customer service degree is when they start giving critics.
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Respect Their Time
Showing respect for the trucking company customer service means getting respect in return. More importantly, you need to think about the fact that customers’ time is just as valuable as yours is.
More importantly, you need to skip the moment where you seek information in order to help them by finding answers.
For instance, if they have questions about the types of freight or the freight classes, you need to give them quick and brief information.
Making it easy for them to reach out for information is the most valuable thing a trucking company customer service can ever do.
What is more important is that you need to invest in time and effort in order to make the world of trucks change.
In other words, you need to do more than simply making a call.
No matter the type of communication, whether it is online or a phone call, you need to create an effective communication.
Continually, if your customers choose an online communication then you need to provide them with a quick response.
It is important to remember that comparing hours and minutes to days is not the same period. As an illustration, a customer may even forget he wrote you if he waits a response for that long.
Your customer service should always match the needs of the trucking company customer service.
5. Implement Technology
The latest implementation in trucking company customer service is the implementation of technology. Having said this, there are a lot of fleet tracking devices which are easing the job of the companies in so many ways.
To continue with, these useful tools are preventing accidents, cargo delays, keep drivers safe from the dangerous roads etc.
A GPS tracker is also helping the drivers respect the following important regulations:
- Federal Motor Carrier Safety Administration (FMCSA)
- Occupational Safety and Health Administration (OSHA)
- Safety and Fitness Electronic Records System (SAFER)
- Customer Service Standards of (DOT)
- General Services Administration (GSA)
To continue with, the above-mentioned factors covered by a vehicle GPS tracker is usually affecting the trucking company customer service.
For instance, if a freight does not arrive on time, it immediately invokes dissatisfaction among customers.
Luckily, with the help of vehicle tracking rollout, drivers can skip traffic jams and skip the long routes which lead to freight delay and angry customers.
With regards to the ability to create a customer satisfaction, a problem should be quickly resolved. In this way, you will effectively increase the trust of your customers.
The importance of technology implementation will eventually avoid the following 3 situations:
- going over the complaint with your customer
- fixing the problem and making sure you follow up on the issue shortly
- documenting the problem in detail to prevent it from happening again
6. Hold Employees Accountable for Customer Satisfaction
Another factor playing a great role in the trucking company customer service is the attitude of employees with the clients.
Due to this matter, it is always crucial to have customer service trained employees or offer training to the new members of your team.
The point of creating a flawless customer satisfaction is breaking the term into categories and answer several questions, like the following:
- Value – make sure that you deliver outstanding value to customers
- Design – ensure that the user experience is second to none
- Support – handling support and showing you love working with customers.
- Education – being responsible for educating customers, help them improve satisfaction and retain them
If you succeed in making employees accountable, that consequently leads tp improved trucking company customer service.
More importantly, it is a great way to receive positive customer feedback and receive a reputation.
Empowering employees means ownership of customer service and satisfaction. Thus, you are encouraging them to stay focused on the customers and their happiness and needs.
7. Look For Ways to Treat Customers As You Would Like To Be Treated
Regarding the trucking company customer service, how you treat your customers reflects on their perception of your company.
Consequently, this reflects on your transportation company’s success. How you take their needs, the customers filter it in their heads.