Customer Service Flashcards
How many times more likely are customers to buy from a competitor if the problem is service related vs. price or product
4 times more likely
How many positive experiences does it take to make up for one negative
12
How many times more expensive is it to acquire a new customer than it is to keep one.
6-7 times
What is a customer?
Anyone who can talk about you and or your company.
What are the 2 categories of customers?
Internal and external
What do INTERNAL customers want?
Teamwork, encouragement, feel important, appreciation, effective communication, respect, better understanding, support.
What do EXTERNAL customers want?
prompt service
full attention
respect
feel important
service satisfaction
friendly approach
high quality products
value of money
problem solving
What are three things to avoid doing in customer service
Saying I dont know
Saying you don’t know where a colleague is.
Leaving people on hold too long
Ignoring people if you’re busy
Treating people unequally
What is the average response time customers expect today?
15 minutes
UAC
Uncleared and Abandoned Cargo
What are the Objectives of UAC?
Prevent abandonment, Identify, Free up container, Collect charges, Create relationships
Timeline for UAC involvement
Dry Cargo- 60 days after free time expires
Frozen Reefer- 20 days after free time expires
Fresh Reefer- 1 day after free time expires
LOA
Letter of Abandonment
Demurrage
Penalty charge per container for delaying the carriers equipment……
DRV
Depreciated Replacement Value (of a container based on the est. cost of replacing it with another of similar kind, utility, and condition.
