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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:

  • Equipment Availability

  • On-Time Delivery

  • Equipment Quality

  • Dispatcher Quality

  • Timely in-route information

  • Service Rep Quality and Commitment

  • Simple, easy-to-understand billing

  • 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:

  • Reliability: Make sure our Customers can depend on us every day, every shipment.

  • Communication: Be accessible for Customers and rapidly respond to their information needs.

  • Competence: Know the special requirements and unique business aspects of every Customer.

  • Flexibility: Move fast and think quick as the Customer’s needs change.

  • 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.

  • 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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