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DSV Road Customer Service Team focuses on understanding client needs
Leading freight forwarder holds workshops to increase customer service
The Customer Service Academy workshops took place over two days and were run by senior DSV management and external training specialists.
The sessions were designed to help the Customer Service Team understand the need to focus on what the client wants and develop solutions to any service requirements they may have.
The workshops also explained how new operations software will be used to improve monitoring and ensure every client is receiving a service tailored to their exact requirements.
Denise Clarke, Director of Groupage, DSV Road Limited, said: “This training is part of our commitment to provide excellent customer service at the first attempt using electronic data as a key part of our operations, whilst ensuring that any challenges that do arise are solved in a timely and professional manner.
“The objective of the training is to ensure that clients receive a consistently high quality service in line with their specification and that our operations are monitored to ensure continual improvement.”
As well as training sessions with external specialists, all staff took part in a one-on-one session with management to discuss training needs and the client monitoring process.
The academy was run in line with the implementation of a new operations structure that sees a lead Account Manager, supported by the Customer Service Team, allocated to each client.
This ensures all clients are served by a member of the DSV Road team that knows their business and requirements in detail.