how to provide customer services
Post on 05-Sep-2014
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By: Tnay Chee Chow
Provide Customer Service
Carry out shipping status notification
By: Tnay Chee Chow
Pre-alert/ Pre-advice/shipping notice instruction
Air
Name of airlines Flight number ETA/ETD Destination
Shipper’s name Consignee/importer’s name Seal number Weight of
consignment
Description of cargo
Quantity of Consignment
Air waybill number
House air waybill number
Freight Charges Status
SeaName of vessel ETA/ETD Voyage
numberBill of Lading
POL/PODShipper’s
&Consignee name
Container number
Seal Number
Weight of consignme
nt
Cargo marking
Description of Cargo
Quantity & Packing
type
Vessel berth
location
Outlay charges status
By: Tnay Chee Chow
Obtaining
shipping Informati
on
Type of Cargo
Loading
Standard Packing
Specifications
Modes of Transport
Transportation
Routing
Delivery Prediction
By: Tnay Chee Chow
Types of
Cargo Loadin
g
Cy Container Yard/
Port
DOOR- Shipper’s
/ Forwarde
r’s/ Consigne
e’s Premises
CFS- Contain
er Freight Station
By: Tnay Chee Chow
Modes of
Transport
Air
Land
SeaRail
Pipelines
By: Tnay Chee Chow
Standard Packing
Specifications
Dimension
Type of Packing
Loading and
Unloading
Storage
Content
By: Tnay Chee Chow
Routing order
Instruction
Supplier’s Name
& Address
Importer’s Name
Forwarder’s
Name & Address
Overseas Agent’s name & Address
By: Tnay Chee Chow
How to Determine Routing Priorities?
Establish Required On Site (R.O.S) Date
Establish The
Transportation Route
Determine Carrier
Determine The Transit
Time Required
By: Tnay Chee Chow
Good Communicat
ion
Coordination: Keep other informed of
what they need to know, without
overburden them with
unnecessary information
Information: Who needs to
know what
Confirmation: make sure the right people
have the information they need
Timeliness: A message
delivered too early or too late
may add to confusion
Accuracy: The wrong
message may be worse than
none at all
By: Tnay Chee Chow
4 ways to develop good communication skills
Understand the basics
of communicat
ion skills
Engage your
audience
Use your
words
Use your voice
By: Tnay Chee Chow
Types of Customer
Imitators
Avoiders
The Responsiv
e
The Unrespons
ive
By: Tnay Chee Chow
How to Deliver Information to Customer
Greet
Customer RespondInform Flight/ Vessel Status
Entertain Enquiry/ IssueSolving Customer Issue/ Enquiry
By: Tnay Chee Chow
Record Keeping Process
SortOpen Job File
Record Keepin
g
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