Bending over backwards for our clients

6th marzec 2019

A great deal of expertise goes into keeping global supply chains moving – knowledge of logistics solutions, transportation routes, local networks and customs processes to name just a few. Here at Priority Freight we share several lifetimes’ worth of knowledge and experience throughout all departments, but there’s another essential element when providing emergency and time-critical logistics solutions – a focus on the customer.

From the beginning we’ve managed to stand out from the competition by implementing a customer-first culture. At Priority Freight, we don’t just ensure consignments are delivered on time and in perfect condition but provide confidence and trust during the customer experience. Our team members have a passion for customer service and offer total visibility and control, whilst ensuring clients are aware that we will bend over backwards to exceed their expectations.

This culture helped us to fight off competition at the Automotive Global Awards to win the Service Excellence Award for our outstanding customer service. Each one of our team members contributed towards this award, so we asked some of them what bending over backwards means to them.

Sylwia Klewin – Logistics Coordinator

My team provides air freight and charter solutions – we contact clients on a daily basis to present options for their transport requests and provide updates on in-transit shipments. The frequency and level of detail provided in our communications greatly influences the customer experience especially in high stress scenarios.

Can you name an example of when you bent over backwards for a client?

A recent project involved 47 air charters and 18 road shipments over three weeks. As part of the team working on the project from the beginning, I personally worked 10-12 hour shifts instead of the usual nine to make sure that all elements went according to plan and the client was happy with the service.

Anita Ivan – Team Leader

I supervise a team, creating unity so that our clients’ confidence is always maintained. I share my extensive knowledge and experience with my team to help them offer the client reliable and confident answers, based on realistic data. Customer service is vital as it drives success in creating lasting client relationships.

Can you name an example of when you bent over backwards for a client?

We were involved with a job that required multiple vehicle changes and repacking pallets, as well as using our multilingual skills to negotiate an express delivery slot before the urgent consignment could fly to China. In this case, persistence and knowledge paid off!

Joao Alves – Team Leader

My role as team leader is to motivate, teach and guide my team and others to achieve success. I lead by example and ensure I offer our clients peace of mind by providing the best customer service possible. With such a competitive industry, it’s important that we stand out from other organisations and we do this by supporting clients in their most stressful situations.

Can you name an example of when you bent over backwards for a client?

A Saturday morning emergency request turned out to be more complex than originally anticipated when the consignment was found to have no customs arrangements in place. With our driver loaded and waiting, and the load point closed, the client relied on our expertise to turn the situation around.

By the time the correct documentation was in place, the customs agent’s office was due to close – with no time for the driver to collect the paperwork. We enlisted the help of a local hotel, allowing the driver to collect the customs paperwork and start the journey 12 hours after the consignment began. Spending additional time to make all the arrangements at the weekend ensured the consignment would be delivered on time

Andrzej Krzyzowski – Logistics Coordinator

My team and I are involved in solving problems for clients and providing quotations. It is important to provide a consistent high standard of customer service as this creates lasting relationships which ensures a better understanding of client needs.

Can you name an example of when you bent over backwards for a client?

Bending over backwards for our clients is a daily activity – from helping to raise the correct paperwork to avoid delays, sourcing a co-load solution with suppliers to secure on time delivery (including one time when an ID went missing!), to checking the condition of a consignment following damage during the loading process.

To ensure our clients receive excellent levels of service from us and can trust us whatever their circumstances, we will take control at any point during a shipment. We always check that we have the client’s full information, we’ll support our suppliers and logistics partners to select the best route and provide the fastest, most cost-effective and reliable solution every time.

A shared commitment to excellence in customer service

These are just a few examples from across our different teams, but we’re proud to be able to say that this commitment runs throughout Priority Freight. Every member of our team considers customer service to be of the utmost importance and we all use it as a key focus at all times.

On a daily basis, our dedicated and persistent team members put in the hours, refuse to give up until they’ve found a solution, think creatively and pride themselves on exceeding client expectations.

Welcome to Priority Freight

Experts in air charter, direct express road transportation, express air freight, express on-board air courier and customs clearance.

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