Customer Service

It's always been a part of my M.O. to call the "shipper" and "consignee" (and NOT the traffic clerk in the office either). I mean I want to talk with the person that physically loads and/or unloads the trucks. Is it ready? Do you have a dock? Appointments? What time do you close? Lunch? Open? etc. etc. etc. A two minute phone call by a brokerage dispatcher make your life that much easier down the road. If a broker doesn't do this... you expose yourself to all sorts of accessorial charges. And as we all know... those charges are easy to bill... but can be a little more difficult to collect.

Our CSR's usually call around 10:00 (assuming that carrier dispatch has a handle on things by that hour of the day). And then again at around 3:00 (to ensure what was/is supposed to be done is).

CSR turnover is high (I think). God bless them... they take a lot of crap all day from all sides.
 
Nawk said:
CSR turnover is high (I think). God bless them... they take a lot of crap all day from all sides.
Click to expand...

I can understand why but see that you said 'I think' which leads me to believe that you are as fortunate as we are: Mark - 14.38 years, Julie 8.95 years, Ashley 3.59 years.

The even better news about good CSR's - they know the questions to ask a shipper/consignee like clockwork (just like you and I do).

Do me a fav - don't try and poach them, they have a great boss - me.

Happy Friday!

Mike
 
Nawk

I wish all CSR's called at 10 and 3 as I would guess that most carriers would. I find that a lot are calling as soon as they walk in the door and are not reading the orders they just call the carrier. 10 minutes ago I hung up the phone with a CSR calling to trace a load

Are ya ready the load picks up via appointment next Wednesday at 2.30pm.
I asked when does this pick up their answer Oh next Wednesday.
I said that to the best of my knowledge we should be on schedule.
Can you give me the truck and trailer number
No sorry I haven't dispatched the outbound truck not sure who is going yet.
Oh we may have to cancel if you cannot give me the information I need.
Do what you have to sunshine you called me looking for the truck I will just repost it.


The load was out of Cleveland Area she could not understand it is 250 miles and the truck would not be loading until Tuesday to go to Cleveland so I could not give her the answers she wanted she pulled the load.. Really!!

2 Trucks stolen over the weekend what a bloody week it is no wonder I drink!!

To all of the great brokers and carriers out there that have our poop in a group hats off to you me and everybody. To the morons that drag the industry through the rubble do us all a favor and FO!!
 
Well put, Rob.

Hoping when that 75,000. Surety bond comes into effect that a-lot of those morons are out of the industry.
Have a great weekend!
 
The problem is Pharlap, that most of the morons in the industry NOW don't have ANY bond......so doesn't matter what the cost is...they don't pay it anyway!
 
Good point! PackRat,

But the volume shippers and the Hardcore Carriers - Will know who the good brokers are and the
wanna-be brokers with no bond.
Thanks!
 
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