Customer Care in Transport and Logistics


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June 2024

Code Date Duration Location Fee Action
CCT025 24 Jun 2024 - 28 Jun 2024 5 days Pretoria, South Africa $2,400 Register
CCT025 24 Jun 2024 - 28 Jun 2024 5 days Nakuru, Kenya KES 84,000 | $1,100 Register
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June 2024

Date
Duration
Location
Fee
Action
24 Jun - 28 Jun 2024
5 days
Pretoria
$2,400
24 Jun - 28 Jun 2024
5 days
Nakuru
KES 84,000 $1,100
I Want To See More Dates...
I Want To See More Dates...

Introduction:

Exceptional customer care is essential for success in the transport and logistics industry. This course is designed to equip professionals with the knowledge, skills, and strategies needed to deliver superior customer service in transport and logistics operations. Through interactive sessions, case studies, and practical exercises, participants will learn how to effectively engage with customers, address their needs and concerns, and enhance overall satisfaction. By focusing on customer-centric approaches and best practices, this course aims to empower participants to build strong customer relationships and drive business growth in the competitive transport and logistics sector.

Target Audience:

Customer Service Representatives, Call Center Agents, Transport Operators, Logistics Managers, Customer Experience Managers, and Professionals responsible for ensuring exceptional customer service in transport and logistics operations.

Duration:

5 Days


Course Level:

Course Objectives:

Upon completion of this course, participants will be able to:

  • Understand the importance of customer care in the transport and logistics industry.
  • Identify the needs and expectations of customers in transport and logistics operations.
  • Develop effective communication and interpersonal skills to interact with customers professionally and courteously.
  • Implement strategies to resolve customer complaints and concerns in a timely and satisfactory manner.
  • Foster a customer-centric culture within the organization and empower employees to prioritize customer satisfaction.
  • Utilize technology and digital platforms to enhance the customer experience and streamline service delivery.
  • Measure and evaluate customer satisfaction levels and implement continuous improvement initiatives based on feedback.
  • Build long-term relationships with customers and stakeholders to drive loyalty and repeat business.

Course Outline:

Module 1: Understanding Customer Needs and Expectations

  • Importance of customer care in transport and logistics
  • Identifying the needs and expectations of customers
  • Customer segmentation and profiling
  • Customer journey mapping in transport and logistics
  • Developing personas and customer scenarios
  • Case studies: Analyzing customer needs in different transport and logistics contexts

Module 2: Effective Communication and Interpersonal Skills

  • Communication skills for customer interactions
  • Active listening techniques
  • Verbal and non-verbal communication cues
  • Professional telephone etiquette and email communication
  • Handling difficult conversations with customers
  • Role-playing exercises: Practicing effective communication skills

Module 3: Handling Customer Complaints and Concerns

  • Understanding the psychology of complaints
  • Complaint handling procedures and best practices
  • De-escalation techniques for managing upset customers
  • Empowering frontline staff to address customer complaints
  • Turning complaints into opportunities for service recovery
  • Case studies: Resolving customer complaints in transport and logistics scenarios

Module 4: Building a Customer-Centric Culture

  • Importance of organizational culture in customer care
  • Leadership's role in fostering a customer-centric culture
  • Empowering employees to prioritize customer satisfaction
  • Training and development programs for customer service excellence
  • Recognizing and rewarding exceptional customer care
  • Group discussions: Sharing best practices for building a customer-centric culture

Module 5: Measuring and Improving Customer Satisfaction

  • Customer satisfaction measurement techniques (e.g., surveys, feedback forms)
  • Analyzing customer feedback and identifying trends
  • Continuous improvement strategies based on customer feedback
  • Implementing technology solutions to enhance the customer experience
  • Leveraging digital platforms for customer engagement and support
  • Developing a customer care action plan for transport and logistics operations

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4 Office of The Data Protection Commissioner Kenya
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