When our customer support team encounters a customer complaint, we listen. Our customers have many options for their freight needs that are often unfulfilled and lead to errors. How do you review the negative complaint and convert it to a positive experience for both the customer and even the BlueGrace employee?
Customer support issues in the logistics and freight business can be tricky, especially for a 3PL like BlueGrace Logistics. As the entity between the customer and the carrier, we can be called upon to step in and determine what the complaint consists of and how to fix it while keeping both sides happy. We have learned a lot about how to turn a customer complaint into a positive through hyper-growth and an proactive customer support team that listens.
At BlueGrace, our customers want to be heard so we make sure we listen. We dissect every aspect of the issue and ask the right questions: “Was it a pre-shipping issue or a post-shipping issue?” “Is it a customer issue or the freight recipient issue?” When customers come to BlueGrace with complaints, our team focuses on how to help them– not how to make us look better. We give our customers the respect that they deserve and avoid the urge to get defensive. Professionalism and attitude are core values of ours as a company.
Customer support issues in the logistics and freight business can be tricky, especially for a 3PL like BlueGrace Logistics.
What Really Happened?
Did we have a late shipment? A damaged shipment? An issue outside of our control? We take a customer complaint and audit it to see if we’ve had others like it in the past. If so, we go to the source- all parties involved are consulted for more in-depth knowledge. If it has never happened before, we take the time to review the complaint before responding to make sure both the customer and BlueGrace have a clear understanding of next steps.
Find The Solution
The best way to find a solution is to review the options. As a 3PL we sometimes have our hands tied when the issue is carrier-based. We do however have fantastic relationships with our carriers and many times act as an intermediary for the carrier complaint. With other issues such as billing and support, we have more control. The key to any complaint is to to find the solution that makes the customer happy and keeps us moving forward with the account. Sometimes a problem can generate a complaint that will be near impossible to make both parties happy. When this happens, it’s import to open up discussions from both sides to find the best resolution.
When a BlueGrace customer submits a complaint, the follow up is critical. It’s import that our customers know that they are important and deserve to be updated as soon as possible so the complaint can be resolved.
When a BlueGrace customer submits a complaint, the follow up is critical. It’s import that our customers know that they are important and deserve to be updated as soon as possible so the complaint can be resolved. Phone, email and online chat are used to submit and respond to customer complaints. The phone offers the best opportunity for discussion and resolution, so most of our staff will call on the customer.
Learn A Lesson
What is the point of a complaint if both sides don’t learn some sort of lesson? This lesson doesn’t always have to be negative- the simplest lesson learned is HOW to work together to solve an complaint. How to work together so both sides benefit, a true WIN-WIN situation. Sometimes the negative can outweigh the WIN-WIN, and that’s when BlueGrace takes the time to document the complaint in our system. Current and future customers support or sales staff will be able to access and address these complaints in the future.
If you have logistics and shipping needs and your current 3PL is not working well with you, please contact us today. We will be glad to show you how BlueGrace is a different company, we work hard for our customers to provide excellent service and support. If you ever have a complaint, you can be assured we will work hard to resolve it.