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Now days if services not good enough, customer will start to choose other services that can provide the best services. But the problem is will what can we do to make sure we get most of the customer get on with the services provided. Can You do it without good communication? We must have good communication skills to ensure our customer get to us. This slide teach us how to make goods use of our skills to ensure customer will always stick to services we provided.
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By: Tnay Chee Chow
Provide Customer Service
Carry out shipping status notification
By: Tnay Chee Chow
Pre-alert/ Pre-advice/shipping notice instruction
Air
Name of airlines Flight number ETA/ETD Destination
Shipper’s name Consignee/importer’s name Seal number Weight of
consignment
Description of cargo
Quantity of Consignment
Air waybill number
House air waybill number
Freight Charges Status
SeaName of vessel ETA/ETD Voyage
numberBill of Lading
POL/PODShipper’s
&Consignee name
Container number
Seal Number
Weight of consignme
nt
Cargo marking
Description of Cargo
Quantity & Packing
type
Vessel berth
location
Outlay charges status
By: Tnay Chee Chow
Obtaining
shipping Informati
on
Type of Cargo
Loading
Standard Packing
Specifications
Modes of Transport
Transportation
Routing
Delivery Prediction
By: Tnay Chee Chow
Types of
Cargo Loadin
g
Cy Container Yard/
Port
DOOR- Shipper’s
/ Forwarde
r’s/ Consigne
e’s Premises
CFS- Contain
er Freight Station
By: Tnay Chee Chow
Modes of
Transport
Air
Land
SeaRail
Pipelines
By: Tnay Chee Chow
Standard Packing
Specifications
Dimension
Type of Packing
Loading and
Unloading
Storage
Content
By: Tnay Chee Chow
Routing order
Instruction
Supplier’s Name
& Address
Importer’s Name
Forwarder’s
Name & Address
Overseas Agent’s name & Address
By: Tnay Chee Chow
How to Determine Routing Priorities?
Establish Required On Site (R.O.S) Date
Establish The
Transportation Route
Determine Carrier
Determine The Transit
Time Required
By: Tnay Chee Chow
Good Communicat
ion
Coordination: Keep other informed of
what they need to know, without
overburden them with
unnecessary information
Information: Who needs to
know what
Confirmation: make sure the right people
have the information they need
Timeliness: A message
delivered too early or too late
may add to confusion
Accuracy: The wrong
message may be worse than
none at all
By: Tnay Chee Chow
4 ways to develop good communication skills
Understand the basics
of communicat
ion skills
Engage your
audience
Use your
words
Use your voice
By: Tnay Chee Chow
Types of Customer
Imitators
Avoiders
The Responsiv
e
The Unrespons
ive
By: Tnay Chee Chow
How to Deliver Information to Customer
Greet
Customer RespondInform Flight/ Vessel Status
Entertain Enquiry/ IssueSolving Customer Issue/ Enquiry
By: Tnay Chee Chow
Record Keeping Process
SortOpen Job File
Record Keepin
g
