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OVERVIEW OF THE LOGISTICS
BUSINESS

INTERMODAL TRANSPORT
DEFINED AS THE MOVEMENT OF CARGO FROM ORIGIN TO
DESTINATION BY SEVERAL MODES OF TRANSPORT WHERE
EACH OF THESE MODES HAVE A DIFFERENT TRANSPORT
CARRIER RESPONSIBLE, EACH WITH ITS OWN INDEPENDENT
CONTRACT

MULTIMODAL TRANSPORT
IN SIMPLE TERMS, MULTIMODAL IS USING VARIOUS MODES OF
TRANSPORT BUT WITH ONE TRANSPORT BILL OF LADING
A CARRIER WHO CONCLUDES MULTIMODAL TRANSPORT
CONTRACTS; I.E., CONTRACT INVOLVING TRANSPORT BY MORE
THAN ONE MODE OF CARRIAGE, AND FOR WHICH MTO ACCEPTS
LIABILITY AS A CARRIER.

TOP MULTI MODAL TRANSPORT OPERATORS IN
MALAYSIA
CENTURY LOGISTICS MISC
COMPLETE LOGISTICS NATIONWIDE
FREIGHT MANAGEMENT SEE HUP
HARBOUR LINK TASCO
INTERGRATED LOGISTICS TIONGNAM LOGISTICS
KONSORTIUM LOGISTICS TRANSOCEAN

INTERNATIONAL LOGISTICS COMPANIES
DEUTSCHE/DHL DB SCHENKER
YUSEN/TASCO AGILITY LOGISTICS
NIPPON EXPRESS HELLMAN LOGISTICS
CEVA LOGISTICS FEDEX CORPORATION
KERRY LOGISTICS UNITED PARCEL SVCS

DOMESTIC LOGISTICS COMPANIES
TIONG NAM KTM
POS MALAYSIA PKT LOGISTICS
GD EXPRESS COMPLETE LOGISTICS
TRANSOCEAN CENTURY LOGISTICS
CITY LINK MMC CORPORATION

BUSINESS POTENTIAL
PROJECTED MARKET SIZE IN 2024 - USD 90 BILLION
ANNUAL BUSINESS GROWTH RATE - 11% - 13%
PROJECTED ECONOMIC GROWTH RATE - 5% - 6%
PEN. MALAYSIA COASTLINE - 2, 068 KMS
EAST MALAYSIA COASTLINE - 2, 607 KMS

HALAL LOGISTICS - EMERGING SECTOR
MAJOR MARKET - ASIA & MIDDLE EAST
PIONEER HALAL LOGISTICS COMPANY - KONTENA NASIONAL
BHD
42 COUNTRIES RECOGNIZE JAKIM HALAL CERTIFICATION
INCLUDING CHINA, TAIWAN, JAPAN & HONG KONG
NESTLE (SWITZERLAND) & BRF (BRAZIL) HAS MADE MALAYSIA
THEIR BIGGEST HALAL HUB
HALAL EXPORT VALUE IN 2017 - RM 45 BILLION

LOGISTICS CUSTOMER SERVICE
JOB DESCRIPTION

◦ ARRANGES SHIPMENTS BY EXAMINING DESTINATION, ROUTE,
RATE, DELIVERY TIME; DISPATCHES TO CARRIERS.
◦ VERIFIES MERCHANDISE SHIPPED BY MATCHING BILLS OF
LADING; RECONCILING QUANTITIES; NOTING DISCREPANCIES.
◦ KEEPS CUSTOMERS INFORMED BY FORWARDING NOTICES,
SHIPMENT DATE AND METHOD, AND CURRENT STATUS;
ANSWERING QUESTIONS.
◦ FREIGHT FORWARDING FUNCTIONS SUCH AS BOOKING,
ISSUING DELIVERY ORDERS, ETC

◦ BENCHMARK FREIGHT RATES.
◦ NEGOTIATE RATE STRUCTURES, INCLUDING CONSOLIDATION
LANES, CAPACITY, AND CUSTOMER PROGRAMS. PRESENT
FINDING TO MANAGEMENT.
◦ COLLECT AND ANALYSE SERVICE ISSUE AND CARRIER
QUALITY INFORMATION AND DEVELOP CLEAR AND CONCISE
REPORTS.

◦ CHECKING AND CONFIRMING ORDER STATUS ON PICK-UP AND
DELIVERIES.
◦ ANALYSE FREIGHT BILLS FOR CUSTOMER SPECIFIC
REQUIRED INFORMATION.
◦ TRACK AND LOG INFORMATION IN THE SYSTEM.
◦ COORDINATE & EXPEDITE REQUESTS, TIME-SPECIFIC
PICKUPS AND DELIVERIES AND OTHER SPECIAL REQUESTS.

LOGISTICS CUSTOMER SERVICE
REQUIRED QUALIFICATION

◦ STRONG CUSTOMER SERVICE SKILLS
◦ STRONG COMPUTER SKILLS
◦ ABILITY TO MULTI-TASK
◦ DECISION MAKING AND PROBLEM SOLVING SKILLS
◦ ABILITY TO PRIORITISE AND MANAGE TIME

◦ ATTENTION TO DETAIL AND ACCURACY
◦ TIME MANAGEMENT AND ORGANISATIONAL SKILLS
◦ EFFECTIVE COMMUNICATION SKILLS
◦ PROFESSIONAL PHONE ETIQUETTE
◦ TEAM ORIENTED

THE COMPONENTS OF CUSTOMER
SERVICE

CUSTOMER SERVICE TOUCH POINTS
TIME - ORDER FULFILMENT CYCLE TIME
DEPENDABILITY - GUARANTEED FIXED DELIVERY TIMES /
UNDAMAGED DELIVERIES
COMMUNICATIONS - EASE OF ORDER TAKING & QUERIES
RESPONSE
FLEXIBILITY - ABILITY TO RECOGNISE AND RESPOND TO
CUSTOMERS CHANGING NEEDS

RULES FOR EXCELLENT CUSTOMER
SERVICE IN LOGISTICS

WHY IS IT IMPORTANT?
IT THE LIFE BLOOD OF LOGISTICS BUSINESS
RETAIN YOUR CUSTOMERS AND MAKE THEM HAPPY - MORE
REFERRALS
FORMING A RELATIONSHIP THAT THE CUSTOMER WANTS TO
SUSTAIN OVER TIME

YOU WILL BE JUDGED BY WHAT YOU DO , NOT WHAT YOU SAY
SECRET TO EXCELLENT CUSTOMER SERVICE

ANSWER YOUR PHONE
WHEN CUSTOMERS CALL, THEY WANT TO KNOW YOU ARE
THERE AND READY TO HELP WITH REGULAR OR URGENT
REQUESTS.

DON’T MAKE A PROMISE UNLESS YOU PLAN TO
KEEP IT
RELIABILITY IS ONE OF THE KEY ATTRIBUTES TO A GOOD
RELATIONSHIP AND GOOD CUSTOMER SERVICE IN
LOGISTICS. THINK BEFORE YOU MAKE A PROMISE.

LISTEN
NOTHING IS MORE EXASPERATING TO A CUSTOMER THAN
COMMUNICATING A REQUIREMENT, THEN DISCOVERING THAT NO
ONE HAS BEEN PAYING ATTENTION. IMPORTANT ISSUES SHOULD
BE DOCUMENTED AND MONITORED UNTIL ACTION HAS BEEN
TAKEN.

DEAL WITH COMPLAINTS
NO ONE LIKES TO HEAR COMPLAINTS, BUT HOW YOU DEAL WITH
THESE COMPLAINTS MAY BE YOUR BEST OPPORTUNITY TO
DEMONSTRATE GREAT LOGISTICS CUSTOMER
SERVICE. CUSTOMERS APPRECIATE PROMPT ACTION TO
ADDRESS PROBLEM ISSUES.

ON JOB TRAINING
TOO MANY COMPANIES ASSUME THAT GOOD CUSTOMER
SERVICE IS COMMON SENSE AND THAT STAFF INSTINCTIVELY
UNDERSTAND HOW TO DELIVER IT. NOT NECESSARILY. INVEST
THE TIME TO EXPLAIN YOUR EXPECTATIONS AND DESIRED
BEHAVIOURS.

TAKE THE EXTRA STEP
WHATEVER THAT EXTRA STEP IS. CUSTOMERS NOTICE WHEN
YOU GO “ABOVE AND BEYOND” AND WILL TELL OTHERS WHEN
YOU DO.

LOGISTICS CUSTOMER SERVICE COMMON
CUSTOMER COMPLAINTS
FLEXIBLE DELIVERY
FREQUENCY OF DELIVERY
COMPLETENESS OF DELIVERY
COMPETENCE OF STAFFS - ABILITY TO GIVE ADVICE
AFTER SALES SERVICE - HANDLING & RESOLVING COMPLAINTS

MEASURING & IMPROVING ON CUSTOMER
SERVICE STANDARDS
ESTABLISH STANDARDS OF PERFORMANCE FOR EACH SERVICE
ELEMENT
MEASURE ACTUAL PERFORMANCE FOR EACH SERVICE
ELEMENT
ANALYSE THE VARIANCE FOR EACH SERVICE ELEMENT
TAKE CORRECTIVE ACTION FOR CONTINUOUS IMPROVEMENT

TO PUBLICISE THE EXISTENCE OF OUR COMPLAINTS,
COMPLIMENTS AND FEEDBACK PROCEDURE SO THAT PEOPLE
KNOW HOW TO CONTACT US.
TO PROVIDE A FAIR COMPLAINTS PROCEDURE WHICH IS CLEAR
AND EASY TO USE FOR ANYONE WISHING TO MAKE A
COMPLAINT.
TO MAKE SURE OUR STAFF, INSTRUCTORS AND ASSESSORS
KNOW WHAT TO DO IF A COMPLAINT, COMPLIMENT OR
FEEDBACK IS RECEIVED.

TO MAKE SURE ALL COMPLAINTS ARE INVESTIGATED FAIRLY
AND IN A TIMELY WAY.
TO HANDLE ALL COMPLAINT INFORMATION SENSITIVELY,
TELLING ONLY THOSE WHO NEED TO KNOW AND FOLLOWING
ANY RELEVANT DATA PROTECTION OR SAFEGUARDING
REQUIREMENTS.
TO MAKE SURE THAT COMPLAINTS ARE, WHEREVER POSSIBLE,
RESOLVED AND THAT RELATIONSHIPS ARE REPAIRED.

TO GATHER INFORMATION WHICH HELPS US TO IMPROVE WHAT
WE DO.
TO ENSURE, IN THE CASE OF COMPLIMENTS, THAT THIS IS FED
BACK TO ANY INDIVIDUALS CITED, AND WHERE POSSIBLE, FED
INTO APPRAISAL AND PERFORMANCE REVIEW.
TO REVIEW THE POLICY ANNUALLY AND UPDATE AS REQUIRED.

FORMAL COMPLAINTS PROCEDURE
STAGE
1
Have a dedicated email address for customers to list the details of
their complaint, the consequences to them as a result, and the
remedy they are seeking from you
STAGE
2
Acknowledge their email to you & state days needed to resolve
their complaints and keep you informed of the progress throughout.
When investigations has been completed, explain what you’ve
have found and what action we will take to put things right.

FORMAL COMPLAINTS PROCEDURE
STAGE
3
If the customers has followed Stage 1 & 2 but still unhappy, refer
complaints to higher management & email a final response letter to
them of your company’s final decision
STAGE
4
If the customer still remains unsatisfied, the matter may be referred
to third party arbitration for fair hearing to reach an acceptable
solution for both parties

DEALING WITH DIFFICULT
CUSTOMERS

WHY CUSTOMERS ARE BEING DIFFICULT ?

CUSTOMER FEELS YOU ARE CHARGING TOO MUCH
NO CLEAR EXPLANATION OF INTANGIBLE VALUES AND
MARKET PRICE COMPARISON
WE’RE BEING NEGATIVE
WE TALK ABOUT WHAT CAN’T BE DONE, THE RULES ,
THE POLICIES

WE’RE NOT SOLICITING FEEDBACK
CHANGES ARE MADE TO THE SHIPPING & CUSTOMERS
ARE ONLY INFORMED LATER
WE’RE ASKING BUT NOT FOLLOWING UP
WE ACKNOWLEDGE CUSTOMERS INSTRUCTION BUT
DOING NOTHING ABOUT IT

WE CHANGE THE RULES ON CUSTOMERS
FINE PRINTS NOT EXPLAINED & WHEN FOUND,
CUSTOMERS FEEL CHEATED
SOME CUSTOMERS WILL ALWAYS REMAIN DIFFICULT
IT’S NOT PERSONAL, NO MATTER HOW HARD YOU TRY,
SOME CUSTOMERS WOULD STILL REMAIN DIFFICULT
BUT NEVER STOP TRYING TO PLEASE THEM

CUSTOMER LOOSING SIGNALS
COMPLAINTS INCREASING
ENQUIRIES DECREASING
BUSINESS ORDERS DECREASING
ACTIVE BUYERS DECREASING
CUSTOMER INTERACTION WITH SELLER DECREASING

1
3
5
9
14
68
0 17.5 35 52.5 70 87.5
DIES
LEAVES MARKET
SUPPORTS FRIEND
COMPETITOR
DISSATISFIED
BAD HANDLING
WHY CUSTOMERS LEAVE COMPANY?

CUSTOMER RESPONSE TO SERVICE FAILURES
TAKE PUBLIC
ACTION
COMPLAIN TO
SERVICE FIRM
COMPLAIN TO A 3RD
PARTY
TAKE LEGAL ACTION
TAKE PRIVATE
ACTION
SWITCH SERVICE
FIRM
NEGATIVE WORD OF MOUTH
TAKE NO ACTION
ANYONE OR A COMBINATION OF THE ABOVE RESPONSES ARE
POSSIBLE BY THE UNHAPPY CUSTOMER

CUSTOMER WINNING SIGNALS
STAY LOYAL LONGER
TALKS WELL OF THE SELLER
DOES NOT ENGAGE WITH SELLER’S COMPETITORS
LESS PRICE SENSITIVE
OFFERS IDEAS TO THE SELLER

WHY CARE FOR CUSTOMER RETENTION?
BETTER CONVERSION RATES
YOU’VE ALREADY ESTABLISHED TRUST, INSPIRED
CONFIDENCE IN YOUR SERVICES, AND EVEN KNOW
SOMETHING ABOUT THEM, WHICH MAKES IT EASIER TO
IDENTIFY THEIR NEEDS AND PREDICT THEIR MOVES.

LESS MARKETING
YOU’LL SPEND LESS TIME AND EFFORT FINDING NEW
CUSTOMERS AND CONVINCING THEM THAT YOU ARE
THE ONE THEY SHOULD BUY FROM, WHICH MEANS –
LESS EXPENSES. TO BUILD A LONG-TERM BUSINESS
RELATIONSHIP WITH A NEW CUSTOMER COSTS 16
TIMES MORE, THAN TO MAINTAIN AN EXISTING
CUSTOMER

ROOM FOR IMPROVEMENT
YOU HAVE A GOLDEN OPPORTUNITY TO IMPROVE YOUR
OFFERING AND OVERALL PERFORMANCE JUST BY
LISTENING TO YOUR CUSTOMERS’ FEEDBACK. WAS
YOUR CUSTOMER SERVICE GOOD ENOUGH? DID YOUR
PRODUCT MEET THEIR EXPECTATIONS? WAS IT A GOOD
VALUE FOR MONEY? JUST ASK, LISTEN AND IMPROVE.

HIGHER PROFITS
SINCE YOUR EXISTING CUSTOMERS TRUST YOU
ALREADY, IT GETS EASIER TO CONVINCE THEM TO
BECOME INTERESTED IN EVEN MORE OF YOUR
SERVICES. STATISTICS SHOWS THAT 80% OF YOUR
COMPANY’S FUTURE REVENUE WILL COME FROM JUST
20% OF YOUR EXISTING CUSTOMERS

LOWER COSTS
ATTRACTING NEW CUSTOMERS WILL COST YOUR
COMPANY 6-7 TIMES MORE THAN KEEPING AN EXISTING
CUSTOMER; WHILE, A MERE 5% INCREASE IN
CUSTOMER RETENTION CAN INCREASE A COMPANY’S
PROFITABILITY BY 75%

THANK YOU
APPLIED KNOWLEDGE IS POWER

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Excellent Customer Service

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