In the logistics industry, most companies compete on price. Only a handful of logistics companies in Singapore compete on quality. PCA Masters (pcamasters.com) is one such logistics company that emphasize a lot on delivery quality. What exactly constitutes a quality delivery service?
A quality delivery service must contain these 3 components – timely delivery, safe delivery, and excellent customer service.
Every deliveries must be timely. There is a deadline to every delivery. Customers expect the deliveries to be carried out within the deadline. Most of the time, customers pay extra for tighter deadlines. It will not be fair to them if the deliveries are carried out late. Apart from monetary reasons, some customers will need the deliveries to be carried out within the deadline because they will need to have the items delivered to the recipient urgently! There may be several reasons for this tight deadline – recipients not available after the delivery deadline, there needs to be an action performed on the items by the recipients within the delivery deadline, and etc. The ability to fulfill deliveries promptly is an absolute test of the logistics companies’ quality service.
Logistics companies must also ensure that the deliveries are all carried out safely. It is also a basic expectation from customers that their items must be delivered in the original condition to the recipients. If this cannot be done, no customers will want to hand over their items to logistics companies. If the items are fragile or require special attention, the deliveryman should take appropriate actions to secure the items, such as placing the items inside boxes, and fastening them.
Excellent customer service also affect the quality of the delivery service. The logistics industry is selling a service – logistical service. For all types of service, it is generally expected from the customers that the vendor is to provide satisfactory customer service. The deliveryman should take over the items from the sender and hand over the items to the recipients with a good attitude. Furthermore, the deliveryman should be able to answer any queries the customers may have during their interactions.
Apart from these 3 components, one frequently missed out factor is the customer support service. Just because customer support service does not fall within the delivery operations, it does not mean that it will not affect customers’ impression of the delivery process. Whenever there are any issues with the deliveries, customers will call up the customer support team to inquire about the latest updates and solutions to their problems. Customers expect the customer support team to answer their queries fast, with the right solutions. This will assure customers that the logistics company has a sound operation to carry out the deliveries and update customers appropriately.