While Customer Service Promises are popular amongst well-known high street brands, they have yet to penetrate the logistics market to the same level.
Freightex Chief Executive Tim Phillips said it had decided to launch its promise, which all members of personnel have signed up to, because the company takes customer service extremely seriously.
“Over recent months, more and more of our shipper customers have been demanding high levels of customer service, which is a turnaround from the last couple of years when cost was the primary motivator for our customers,” Mr Phillips said.
“Therefore, in order to sustain our recent growth, we must ensure that we prioritise customer service.”
The European full-load service provider’s Customer Service Promise states: “We will always provide our customers with such outstanding service that they recommend us to others.”
Mr Phillips said: “Our Customer Service Promise is not a marketing project, it tries to avoid ‘corporate speak’ and give staff a simple high standard that they can apply to everything they do.”
In line with the company name, Freightex also promises Excellent Service, Excellent Price, Excellent Communication and Excellent Technology.
In order to guarantee the promise becomes part of Freightex’s working practice, the company has implemented a five point process to guarantee customers are fully updated on the location of their goods.
As part of this promise, the process will see Freightex personnel checking when a truck has been assigned to a load, that the truck is on time for collection, when the goods have been collected, when they have arrived at the delivery site and when they have been delivered. This will enable us to provide customers with the high level of communication they require.