logistics applications inc. training course: importance of customer service

LOGISTICS APPLICATIONS INC.

Training Course:

Importance of Customer Service

2

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.

3

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.

4

Maintaining & Improving Customer Service at the Work Site

ATTITUDE Stay positive Know the customer Provide special treatment Increase inter-personal

skills Smile more

5

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.

6

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.

7

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…………….

8

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

9

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…………….

10

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.

11

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

12

Thank You

• Thank you for taking the LAI Online Training

• Click below to submit and record this session in the database