Handling Difficult Customers
This technique involves acknowledging the customer's frustration, empathizing with their situation, and offering a solution.
What is having empathy?
Implementing this best practice in customer service case handling helps organizations obtain trends and metrics for overall feedback.
What is evaluating the outcome / resolution?
Effective communication, patience, and problem-solving is considered what, in the field of customer service.
What is essential skills?
Running low on product.
What is shutdown?
A well-informed Customer Logistics Specialist should be able to provide information to customers about the features, benefits, and usage of this product.
What is AccessNS?
The key to providing excellent service includes the ability to demonstrate this proactive approach of awareness of issues before they occur.
What is anticipating customer needs?
Resolving a customer's issue during their initial contact with a Customer Logistics Specialist is commonly known as achieving this.
What is first call resolution?
The concept of requiring minimal customer effort is often associated with this three-letter acronym, emphasizing a smooth and hassle-free customer experience.
What is FCR?
A $2500 charge.
What is a special switch fee?
This mobile device allows a crew to depart their train, input set-off’s and pick ups, and report their arrival location.
What is (MTR) or Mobile Train Reporting?
Norfolk Southern faced a major customer service crisis when its train derailed in this Eastern Ohio railway incident.
What is East Palestine?
When rolling out new processes or systems, adhering to these ensures a smooth transition and effective integration within the organization.
What is best practices for case handling?
Although this skill seems better suited to sales jobs, it’s highly useful in customer service as well.
What is persuasion.
A standard or a set of guidelines that is known to produce good outcomes if followed is called?
What is best practices?
Customers can manage shipping and logistics needs while on the go. The innovative smartphone app is an extension of our AccessNS desktop e-commerce portal.
What is NSTrax?
Proactive communication, problem-solving, and effective handling of customer concerns can contribute to a reduction in this.
What is reduced customer complaints?
Implementing best practices in Customer Logistics helps achieve this Q1 overarching goal.
What is to reduce case reopens?
This practice aims to reduce customer reliance on direct support from Customer Logistics, promoting this self-service approach.
What is empowering customers?
The charge on railcars or other equipment held beyond the allowable free time by or for consignor or consignee for loading or unloading.
What is demurrage?
This app streamlines the ingate, outgate, on-terminal, and pre-gate procedures for drivers, reducing wait and idling times and helping them move product faster to market.
What is ExpressNS+?
Employees who possess essential customer service skills and work in an environment that values these skills tend to have higher job satisfaction boosts this.
What is employee morale?
When ending an interaction with a customer, it's important to express gratitude and use this phrase to convey a willingness to assist further if needed.
What is "Have I addressed all of your concerns?"
A broader concept encompassing all interactions a customer has with a company, creating an overall positive or negative impression is known as this.
What is the customer experience?
Accessorial services, including diversions, reconsignments, overloaded cars, use of cranes and derricks for loading and unloading, and storage are governed by rules known as this.
What is tariffs.
Offering customer support within a case through channels such as phone, email, OCM, and TEAMS is an example of providing this type of support.
What is documentation?