Customer service challenges
Maintaining a high level of customer satisfaction is becoming more challenging. Increasingly digital-savvy consumers have access and right to various information, instantly at that. They can easily research their options, compare prices and companies, while choosing, checking or writing customer reviews.
And to make a customer choose easier, companies must use their own happy customers! So, the more happy customers, the more happy customers. Yet, there is always the other side of the coin – the unhappy customers and the negative feedback they usually leave. Well, that is why we are talking about good customer service right!
Since 1994, University Of Michigan Business School’s American Customer Satisfaction Index (ACSI), has been collecting survey data at the individual customer level, across all the US states in different industries. Years of research show that many companies still struggle to keep their consumer satisfied and prevent customer churn.
Why does customer service matter?
Servicing the customer in an adequate manner indicates professional and forward thinking company, which stays true to its values. Taking proper care of each and every customer is the most important part of any job, and any company representative. That matters tenfold in the service industries.
“Declining customer satisfaction may well be a warning signal about many things gone wrong in a company,”
warned Claes Fornell, the University of Michigan Business School professor who heads up the ACSI index.
“It is the customers, after all, who represent its ultimate economic asset. If that asset is treated poorly and deteriorates in value, one wonders how other assets are managed.”
A Forbes article cites the results of New Voice Media 2018 “Serial Switchers” report, revealing that “poor customer service is costing businesses more than $75 billion a year.” This is a figure which is $13 billion higher than in 2016.
How to distinguish good customer service in the auto transport industry ?
Auto transport businesses should incorporate several important principles. While it is important to focus on marketing, they must prioritize quality of service above all. What does that include? Customers appreciate and require not only the cheapest possible price, but also on thoughtful assistance from logistics experts every step of the way. They must be:
- honest and knowledgeable
- show transparency and integrity
- demonstrate openness and accessibility
- be responsive and speedy
- by friendly and professional
Demonstrating honesty and knowledge is at the heart of Corsia Logistics business practices. Customers see that from the very first conversation with one of our logistics experts. We tell them how it works and how current fair market prices are calculated.
Transparency and integrity
Low quotes can be effective in customer acquisition. Nevertheless, when it comes to high customer retention and ultimately good reviews, the quality of service should match the expectations. Very often customers complain about companies not honoring their part of the service contract by increasing the price after they have already quoted a car shipping rate. This is bad practice and it is nowhere near to demonstrate integrity.
All information must be clear, explained without room for interpretation. After all, when it comes to auto logistics, not everyone might understand its technical language. To avoid misunderstandings, and enhance efficiency, language clarity is essential in all channels dedicated to customer service.
Friendly and professional
While communicating with company reps about trusting your vehicle in their hands, you would like to hear a friendly voice or read a helpful and professional email. Any given issue can be solved in different ways, but the process and the staff approach will leave an impact on the customer. Usually, the politeness of the staff is one of the major elements commented on by cusomters, which clearly demonstrates its importance.
Responsiveness and speed
There are two areas where speed matters in customer service. The first one has to do with speed in responsiveness. Waiting on hold for hours is not pleasant. Minimizing the ‘on hold’ time, along with having fewer options in the automatic menus, would make the whole process faster.
The second area is about the speed of solving the “problem” for the customer. In auto logistics “the problem” is shipping the car according to the customer’s requirements. This is a consequence of all the other aspects.When there is transparency, integrity, honesty, responsiveness, knowledgeable, friendly and professional team “the problem” is always solved in a timely and professional manner.
Clearly, when shipping a car customers should consider all these principles. It is not only about the size of the age of the company, or the low prices they offer. This does not guarantee quality of service. It is all about the core values of a company, and a team standing firmly behind them.
Corsia Logistics 5 Star Rated Customer Service
Corsia Logistics is a family-owned company that prioritizes quality of customer service above all. Our professional logistics experts are honest, responsive and knowledgeable. This is well reflected in all of our 5 star customer reviews. We love what we do and we work hard every day to provide smooth auto transport to all customers.
You can reach us 24/7 via our website contact form, or, during our business hours, call us at (818) 850-5258, or communicate with us via our online chat. Whether you are a new client or an existing one asking for further support, we will be happy to assist you. Thank you!