Freight Brokers you need to master proper service

There is no doubt that Freight Brokers must understand the service processes. Freight brokering is such a competitive market you must provide proper Service. You must understand each individual clients needs. And provide proper customer service

1. Position your service values early
It is important so that you show a high value to customer service early in the negotiation process.

2. Learn client’s vital information by asking proper questions
Seasoned freight brokers ask 2 -3 times more questions. A cardinal rule is to get vital information to ensure proper customer service.

3. Know the client’s needs
There is nothing more frustrating for you client than poor service or to get the feeling that you could care less whether you continue to provide service to them. What some freight brokers seem to forget is how willing and likely clients are to share their bad service or tell their network about who not to do business with.

Here are some ways to ensure you drive your customers away:

1. Don't call your customers back when you promise them you will
2. Ignore your customers by not staying in contact with them
3. Make sure you don`t call them back with vital information
4. Have your customer's phone calls be placed on hold by an automated voice machine
5. Spend more time telling your customers what you can't do instead of what you can do
6. Have a staff full of unhelpful or rude employees
7. Make the clients feel like it is a privilege to work with your freight brokerage
8. Have a staff with an "I can't be bothered" attitude
9. Provide a complicated process for your customers to talk with top management
10. Have a very difficult process to contact you after hours