[Intelligent Logistics Technology Primary Standard] 2. Logistics Customer Service
#ICT# #IOT# Clicks:

Lesson Code:TCEN2024G006

Academic Hours



1. Lecturer: LIN Rong, Nanjing Vocational Institute of Transport Technology

General Introduction
This course is structured around the pre-sale, sale, and after-sale responsibilities of logistics customer service personnel, guiding trainees through the subject matter. It primarily instructs trainees on the relevant theories
of logistics customer service and cultivates basic skills in this area. The objective is to equip trainees with the ability to solve practical problems in the field of logistics customer service.

This Course is for
● Helping trainees to understand the roles within logistics customer service positions.
● Enabling trainees to conduct needs analysis and design customer development plans.
● Equipping trainees to perform logistics customer visits and communicate effectively.
● Helping trainees mastering the management of logistics customer reception duties, and handling visits, calls, and correspondence from customers.
● Training trainees to accept and process logistics customer service complaints.
● Facilitating trainees in conducting logistics customer satisfaction surveys and managing customer attrition.
● Guiding trainees in evaluating logistics customer service performance.

Learning Materials

● Corresponding PPT
● Online Course Video
● Simulation Question Tankshark

Recognized By

Benefits of Learning

● Being capable of drafting job responsibilities for logistics customer service personnel based on the company's organizational structure.
● Being capable of designing logistics customer development plans based on the analysis of customer needs and actual customer situations.
● Being capable of applying visitation techniques to design logistics customer visit plans and using communication skills for customer interactions.
● Being capable of managing logistics customer reception, handling visits, calls, and correspondence according to logistics customer service arrangements.
● Being proficient in analyzing the reasons for logistics customer complaints, categorizing them, designing the process for handling logistics customer complaints, and conducting follow-up services after complaint resolution.
● Being competent in segmenting logistics customers, conducting satisfaction surveys, and managing customer attrition.
● Being proficient in applying the process and assessment methods of logistics customer service performance management to conduct performance evaluations.

Please log in and download