LOGISTICS APPLICATIONS INC. Training Course: Importance of Customer Service
Mar 28, 2015
LOGISTICS APPLICATIONS INC.
Training Course:
Importance of Customer Service
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Maintaining & Improving Customer Service at the Work Site
Goals & Objectives Understand what needs to be accomplished to
improve customer service.
Improve LAI’s image.
Maintain contract and job security.
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Maintaining & Improving Customer Service at the Work Site
Quality Service Projects positive LAI image
Customers like to be treated with respect.
Keeps current customers & attracts new ones.
Is the vehicle to secure repeat business.
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Maintaining & Improving Customer Service at the Work Site
ATTITUDE Stay positive Know the customer Provide special treatment Increase inter-personal
skills Smile more
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Maintaining & Improving Customer Service at the Work Site
APPEARANCE Employee image vs LAI image Proper grooming Consistent dress attire
No jeans, shorts, t-shirts, clothing with writing, labeling, logos or slogans
Proper use of safety equipment Be on-time.
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Maintaining & Improving Customer Service at the Work Site
POLICY & PROCEDURES Know and follow established
procedures. Ensure procedures are IAW
Government requirements. Review them on a frequency basis
with the customer.
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Maintaining & Improving Customer Service at the Work Site
PERFORMANCE Know contract requirements. Understand customer expectations. Know what is critical and what is not. Do it right, the first time.
Make the grade…………….
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Maintaining & Improving Customer Service at the Work Site
QUALITY CONTROL Ensure accuracy of inventories,
reports, and data entry.
Obtain customer feedback via visits and surveys
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Maintaining & Improving Customer Service at the Work Site
RESPONSIVENESS Ensure correct info is submitted Ensure supplies and materials are
delivered promptly IAW guidance Take quick action in problem
resolution No “stop gap approaches”
The clock is ticking…………….
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Maintaining & Improving Customer Service at the Work Site
TRAINING Assess employee skill levels Compensate for shortfalls via training Be proactive during “down” times Engage Corporate assistance once all avenues
are exhausted.
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Maintaining & Improving Customer Service at the Work Site
Summary Be Dedicated to Excellence in Customer Service
Be Responsive and Agile
Improve LAI’s image
Maintain contract and job security
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