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What are effective ways to communicate logistic support issues with customers?

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Logistic support is the process of planning, implementing, and controlling the efficient and effective flow of goods, services, and information from the point of origin to the point of consumption. It is essential for any business that wants to meet customer expectations and deliver value. However, logistic support is not always smooth and predictable. Sometimes, issues arise that can affect the quality, quantity, timing, or cost of the logistic support. These issues can range from supplier delays, inventory shortages, transportation disruptions, weather events, customs clearance, security risks, or customer complaints. How can you communicate these issues effectively with your customers and maintain their trust and satisfaction? Here are some tips to help you.

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Māris Dreimanis

CEO at Vervo Group
Eman Abouzeid

Global Procurement, Logistics and Supply Chain Operations Expert |??TOP 100 Most Influential Supply Chain Woman in…
David Lackey

Seamless Transitions for any Business | Johnson Commercial Solutions | Passionate Volunteer

1 Be proactive

One of the best ways to communicate logistic support issues with customers is to be proactive. This means that you should anticipate potential problems, monitor the logistic support process, and inform your customers as soon as you detect any deviations or risks. By being proactive, you can show your customers that you care about their needs, that you are in control of the situation, and that you are working on finding solutions. You can also avoid unpleasant surprises, reduce customer anxiety, and prevent escalation of conflicts.

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Māris Dreimanis

CEO at Vervo Group
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I agree with suggestion of being proactive as an effective way to communicate logistic support issues with customers. I think this is a smart and responsible approach, as it can help you maintain customer satisfaction, trust, and loyalty. I also think that you can not hide from the truth, so it is better to be open and honest with your customers in case that something happen, sooner or later they will find out, so better to tell your side!

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Eman Abouzeid

Global Procurement, Logistics and Supply Chain Operations Expert |??TOP 100 Most Influential Supply Chain Woman in Africa
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Effective Ways to Communicate Logistic Support Issues with Customers? 1) Prompt communication with all information without delay helps to build trust and credibility. 2) Speed and timely action and solution is key to good customer service in Logistics. 3) Consistency of action and interaction is crucial to good customer service in logistics. 4) Providing honest information with nothing hidden. 5) Using multiple channels of communication is another way of improving communication with customers.

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Domnan Edward, ACILSCM

Data-Driven CRM & SCM Professional l Leading Seamless Customer Journeys & Streamlining Supply Chain Processes
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Effectively communicate logistic support issues with customers by providing prompt feedback. Establish a dedicated customer support team capable of offering solutions and alternatives, maintaining transparency, and addressing concerns promptly. Utilize online portals, encourage customer feedback, and provide post-incident communication to enhance customer satisfaction and trust.

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Jaqueline de Andrade Nogueira

Data Analyst | Business Intelligence at iFood
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Sem dúvidas, comunicar problemas de suporte logístico de maneira proativa é crucial para estabelecer uma rela??o positiva com os clientes. Antecipar possíveis contratempos, monitorar de perto o processo e informar prontamente sobre desvios ou riscos demonstra preocupa??o com as necessidades do cliente, transmite controle da situa??o e evidencia esfor?os na busca por solu??es. Essa abordagem n?o apenas evita surpresas desagradáveis, mas também reduz a ansiedade do cliente, prevenindo a escalada de conflitos e fortalecendo a confian?a mútua.

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Luis Gustavo Foronda

Sub Gerente corporativo Servicios Rental -Secco S.A. Licenciado Medio Ambiente y Seguridad -Posgrado en RRHH
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Desde mi experiencia puedo decir, que la forma efectiva de comunicar un problema de soporte logístico a clientes es ser claro y conciso. Nuestro análisis del proceso debe ser proactivo tratando de anticiparse o predecir posibles inconvenientes . Al momento de comunicarlo se debe ser empático y respetuoso, el cliente no esta sintiéndose cómodo con la noticia. Debemos ser flexibles y creativos para poder articular acciones alternativas que resuelvan el asunto. Pero debemos ser coherentes con la propuesta, por sobre todo fiables y veraces en nuestra predica, el clientes no volverá a aceptar otro inconveniente en el futuro de la misma situación. Como siempre, es importante aprender del error analizando la causa raíz para evitar recurrencia.

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2 Be clear and concise

Another way to communicate logistic support issues with customers is to be clear and concise. This means that you should use simple and precise language, avoid jargon and technical terms, and provide relevant and accurate information. You should also explain the cause and impact of the issue, the actions you are taking to resolve it, and the expected outcome and timeline. By being clear and concise, you can ensure that your customers understand the issue, the implications, and the steps you are following. You can also avoid confusion, misunderstanding, or misinformation.

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3 Be empathetic and respectful

A third way to communicate logistic support issues with customers is to be empathetic and respectful. This means that you should acknowledge your customers' feelings, concerns, and expectations, and express your apology and appreciation. You should also listen to your customers' feedback, questions, or suggestions, and respond politely and professionally. By being empathetic and respectful, you can demonstrate your commitment to customer satisfaction, build rapport and trust, and enhance your reputation.

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David Lackey

Seamless Transitions for any Business | Johnson Commercial Solutions | Passionate Volunteer
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In my experience, just being empathetic and respectful makes a big difference when talking to customers about logistic issues. When I show I really get how they feel and say sorry sincerely, even the tough calls become a lot easier. Listening to what they have to say and answering in a friendly way not only calms things down but also builds trust. It’s amazing how much smoother these conversations go when you put yourself in their shoes.

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4 Be consistent and reliable

A fourth way to communicate logistic support issues with customers is to be consistent and reliable. This means that you should use the same communication channels, methods, and formats that your customers prefer and expect. You should also follow up regularly, update your customers on the progress and status of the issue, and deliver on your promises and agreements. By being consistent and reliable, you can ensure that your customers are well-informed, satisfied, and loyal.

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5 Be flexible and creative

A fifth way to communicate logistic support issues with customers is to be flexible and creative. This means that you should adapt to changing circumstances, explore alternative options, and offer solutions that meet your customers' needs and preferences. You should also seek your customers' input, feedback, and approval, and collaborate with them to find the best possible outcome. By being flexible and creative, you can show your customers that you are willing to go the extra mile, that you value their opinions, and that you can deliver value.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Jeroen Den Haerynck

Advocate for Fair Pricing in Fruit Trade
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Know your clients Know their needs Think out of the box Question yourself every day: Why do I do? Why do I do it this way? What are better alternatives? Is my client in need of that new solution Be open, and show you are a partner caring about your client and his success.

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Alex Rotenberg

Leveraging exponential technology to digitalize the worlds supply chains, one customer and one industry at a time
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In the age of logistics portals and workflow automation, it is a pity that this important function is still not 100% automated. All data are available from the logistics SLAs to the processes that regulate all the steps of a logistics transaction from order to payment. I guess the logistics data providers and logistic control tower solution developers neglected this important step to focus on the more operational topics.

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What are effective ways to communicate logistic support issues with customers?

1

2

3

4

5

6

1 Be proactive

2 Be clear and concise

3 Be empathetic and respectful

4 Be consistent and reliable

5 Be flexible and creative

6 Here’s what else to consider

Logistics Management

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What are effective ways to communicate logistic support issues with customers?

1

2

3

4

5

6

1 Be proactive

2 Be clear and concise

3 Be empathetic and respectful

4 Be consistent and reliable

5 Be flexible and creative

6 Here’s what else to consider

Logistics Management

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