How to Manage Communication in Customer Service

This overview outlines strategies for managing communication with shippers to ensure smooth operations, efficient planning, and excellent customer service.

Purpose:
Ensure clear, proactive communication with customers while coordinating labour and delivery logistics to minimize disruptions and maximize satisfaction.

Key Areas:

1. Proactive Contact:

   • Call customers about a week ahead to understand move details and address any concerns.

   • Confirm delivery timing, property access, and any special requirements.

2. Planning & Scheduling:

   • Organize labour and trailer loading based on shipment priority, handling large or complex items first.

   • Schedule labour for delivery in advance, especially during peak periods (e.g., month-end).

   • Utilize experienced crew members who can operate independently if needed.

Key Takeaway:
Effective communication with shippers, combined with strategic labour and scheduling planning, ensures smooth move execution and high customer satisfaction.