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Customer Service
Every company promises to be
“customer focused” and dedicated to “service excellence” as they seek your
business. Problem is, the promise often ends with those platitudes.
However, you know that the proof is in the performance.
At TLC, we back up our
commitment to service with real performance built on systematic processes
and sophisticated systems. We call it our “Every Step Of the Way”
sm program – because from the moment you ask for a quote to the
time your shipment arrives, we’re with you every step of the way.
TLC Service Processes
TLC uses a 2-tier process to
ensure that your shipment arrives when you need it. Our First Tier consist
of an 8-point internal requirements process consisting of rigid
performance standards for our carrier partners and our ourselves. This
process focuses on the areas of service performance that our customers
have told us are most important to them:
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Equipment Availability
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On-Time Delivery
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Equipment Quality
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Dispatcher Quality
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Timely in-route
information
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Service Rep Quality and
Commitment
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Simple, easy-to-understand
billing
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No-hassles claims policy
and procedure
Second, we require each
member of our Service Team to comply with 6-point Customer Checklist on
EVERY shipment:
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Reliability: Make
sure our Customers can depend on us every day, every shipment.
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Communication: Be
accessible for Customers and rapidly respond to their information needs.
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Competence: Know
the special requirements and unique business aspects of every Customer.
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Flexibility: Move
fast and think quick as the Customer’s needs change.
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Accountability:
Handle the Customer’s shipment as your own. We call this “Owner Ship.”
If problems ever arise, be proactive in solving them and take
responsibility when it applies.
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Courtesy:
Efficiency and courtesy aren’t mutually exclusive. Respect everyone.
Service Systems
Logistics today isn’t just
about “shipping products.” It’s also about information and communication
that moves with shipment from beginning to end.
TLC has implemented
outstanding shipment management and operational systems to ensure that we
also provide you with information Every Step of the Way. These systems
allow us to build profiles of your unique needs, track shipments,
anticipate problems, communicate with your team and invoice accurately.
But it doesn’t stop when the
shipment ends. We also maintain a historical database of shipment history
and compliance performance. The capabilities give us the metrics we need
to improve as business increases.
In addition, we will be
pleased to discuss any custom reporting that you may require for your own
operational intelligence.
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