Why people are the differentiators in a logistics business

When it comes to logistics, businesses have access to most of the same carriers with the same routes via air, roads, sea, and trains. Any technological innovation which makes a difference to the industry will quickly be adopted by leading logistic specialists.

Despite many exciting technological advancements such as drone delivery, a recent CGS survey found that 50 per cent of consumers believed that chatbots and virtual assistants make it harder to get issues resolved, highlighting the continued need for expert staff to achieve excellent customer service in both B2B and consumer businesses.

PACK & SEND Chief Executive, Mike Ryan, believes the skills of the people in your company are what truly differentiate your business. He shares his tips on how your people can make your company stand out for all the right reasons.

Empathy makes a difference

Mike said, “I think it’s so important to always have someone available to talk to on the other end of the phone in a customer-service focused industry such as logistics. This human element is as vital to our company as it is in any service industry. A high level of emotional intelligence helps to navigate the complex packing and shipping projects that our clients need solutions for. Imagine the delicate nature of organising probate shipments, items of personal importance or helping families and their well-loved possessions move to a new location.”

Community matters

Mike said, “having local service centres that are run by local staff is also a powerful example of how people make the difference in logistics businesses. As a package can travel globally, it’s so important to have a local contact that customers can communicate with to check on the status of their important delivery. The consistency of having the same handlers throughout the process ensures a customer’s needs are understood throughout. If an item is sent from Reading, people want a local point of contact throughout to make sure the delivery is handled correctly.”

Experience delivers success

“Despite the technological advancements that have occurred in logistics, the IT infrastructure obviously allows us to share information quickly and efficiently, it’s the experience of expert handlers that makes a business stand out. The knowledge base you build by retaining highly trained staff cannot be replaced by a computer. Having years of experience in your network, which you can draw upon every day, makes a palpable difference. When it comes to complex logistics, you need a real person to identify potential issues and ensure everything runs smoothly. This knowledge is passed on when training new recruits, and a winning team culture increases the retention of your loyal staff. For us this allows us to understand and navigate the nuanced rules and regulations of logistics. By using our expertise and knowledge we process your deliveries on time and avoid delays.”

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