The Importance of Service Quality in Freight Forwarding Companies
Today, transportation activities, which have accelerated in a globalizing world, have an important place in the service sector. The transportation sector, like other service sectors, is a sector that incorporates different aspects of service quality. Transportation works with various elements to ensure customer satisfaction. Providing fast, safe, comfortable and timely service is among the main priorities of service quality in the transportation sector. At this point, service quality is also important for freight forwarders, who are one of the main elements of transportation and international trade.
Meeting and Exceeding Freight Customers’ Expectations
In competitive market conditions, it is important to provide better service to meet customers’ expectations. Fulfilling these demands provides many advantages such as increasing business volume and maintaining customer potential.
Qualified service quality models should include many dimensions such as effective use of resources, process management, quality of outputs, effective management and corporate image, and social responsibility. Service quality units should evaluate these dimensions and work to provide the best service to customers. This will increase the competitiveness of the company as well as increase customer satisfaction.
What Customers Expect from Freight Forwarders and Logistics Professionals
Service quality in freight forwarders is a critical factor in meeting customers’ expectations, providing a competitive advantage and creating a sustainable business.
Customers expect timely and safe transportation of their products, accurate information and communication processes, and effective solutions. For this reason, freight forwarders should make continuous improvements, use technology effectively and work in a customer-oriented manner in order to ensure high service quality at every stage of logistics operations.
While working in a customer-oriented manner, a freight forwarder should not ignore its employees, as they are critical to meeting and exceeding customer needs. Customer satisfaction is accepted as an important criterion for long-term cooperation and reputation in the industry.
Better service gives freight forwarders a competitive advantage.
Freight forwarders, who provide quality service, can not only meet the needs of their customers, but also gain a competitive advantage by rising to a leading position in the sector. For this reason, continuous review and improvement of service quality and adopting a customer-oriented approach are indispensable for a successful freight forwarder. It should meet the material, spiritual and physical needs and wishes of its employees in the best way. Employees are already included in the right service quality practices. Service quality increases employee motivation and positively affects productivity. Employees put in more effort to serve customers better.
