Course Overview:
The Customer Care in Transport and Logistics Training Course is designed to strengthen service delivery, communication, and client engagement strategies in the logistics and transport sectors. The course equips participants with the tools to manage customer expectations, resolve service-related challenges, and maintain high levels of satisfaction in complex, fast-paced transport environments. Emphasis is placed on responsiveness, professionalism, and the integration of customer feedback into service improvement processes.
Course Duration:
5 Days
Target Audience:
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Frontline Customer Service Representatives in Transport & Logistics
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Dispatch and Operations Coordinators
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Fleet and Warehouse Managers
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Freight Forwarding and Courier Company Staff
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Client Relations and Account Managers
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Call Center Agents in Transport or Shipping Firms
Personal Impact:
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Improved communication, conflict resolution, and interpersonal skills
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Greater confidence in handling difficult clients and service failures
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Stronger understanding of the customer journey in transport services
Organizational Impact:
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Increased client retention and satisfaction
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Enhanced service reputation and brand image
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Reduced complaint volumes and service delays
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More effective alignment between operational and customer service teams
Course Outline
Course Objectives:
By the end of this course, participants will be able to:
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Deliver professional and consistent customer experiences in transport/logistics
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Communicate effectively with diverse stakeholders, including distressed clients
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Resolve service-related complaints promptly and empathetically
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Analyze customer feedback for service improvement
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Embed customer service into the logistics value chain
Course Modules
Course Modules
Module 1: Foundations of Customer Service in Transport & Logistics
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Understanding customer expectations in logistics environments
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Characteristics of excellent service in transport and supply chains
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The service delivery lifecycle in freight, courier, and passenger operations
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Service-level agreements (SLAs) and performance standards
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Exercise: Map the customer service touchpoints in a logistics company
Module 2: Professional Communication and Client Engagement
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Verbal and written communication skills for logistics professionals
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Email, phone, and face-to-face etiquette
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Communicating with non-technical clients and cross-border stakeholders
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Cultural awareness and inclusivity in communication
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Role Play: Responding professionally to a client delivery complaint
Module 3: Handling Complaints and Service Recovery
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Common service challenges in transport and logistics
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The psychology of complaints and client dissatisfaction
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Step-by-step complaint handling process
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Turning complaints into opportunities for improvement
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Case Study: Analyze and resolve a delivery failure incident
Module 4: Customer Feedback and Service Quality Monitoring
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Tools for collecting and analyzing customer feedback
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Net Promoter Score (NPS), CSAT, and customer effort score
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Using feedback to improve operations and reduce service gaps
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Performance dashboards and reporting
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Exercise: Design a client satisfaction survey for a logistics firm
Module 5: Building a Service Culture in Transport Operations
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Aligning operations with customer-focused values
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Empowering frontline staff to resolve problems
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Creating accountability and service ownership
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Recognition and motivation for service excellence
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Final Group Work: Develop a customer service improvement action plan for your organization
Related Courses
Course Administration Details
Methodology
These instructor-led training sessions are delivered using a blended learning approach and include presentations, guided practical exercises, web-based tutorials, and group work. Our facilitators are seasoned industry experts with years of experience as professionals and trainers in these fields. All facilitation and course materials are offered in English. Participants should be reasonably proficient in the language.
Accreditation
Upon successful completion of this training, participants will be issued an Indepth Research Institute (IRES) certificate certified by the National Industrial Training Authority (NITA).
Training Venue
The training will be held at IRES Training Centre. The course fee covers the course tuition, training materials, two break refreshments, and lunch. All participants will additionally cater to their travel expenses, visa application, insurance, and other personal expenses.
Accommodation and Airport Transfer
Accommodation and Airport Transfer are arranged upon request. For reservations contact the Training Officer.
Tailor-Made
This training can also be customized to suit the needs of your institution upon request. You can have it delivered in our IRES Training Centre or at a convenient location. For further inquiries, please contact us on:
Payment
Payment should be transferred to the IRES account through a bank on or before the start of the course. Send proof of payment to [email protected]
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