Course Modules

Module 1: Foundations of Customer Service in Transport & Logistics

• Understanding customer expectations in logistics environments

• Characteristics of excellent service in transport and supply chains

• The service delivery lifecycle in freight, courier, and passenger operations

• Service-level agreements (SLAs) and performance standards

• Exercise: Map the customer service touchpoints in a logistics company

Module 2: Professional Communication and Client Engagement

• Verbal and written communication skills for logistics professionals

• Email, phone, and face-to-face etiquette

• Communicating with non-technical clients and cross-border stakeholders

• Cultural awareness and inclusivity in communication

• Role Play: Responding professionally to a client delivery complaint

Module 3: Handling Complaints and Service Recovery

• Common service challenges in transport and logistics

• The psychology of complaints and client dissatisfaction

• Step-by-step complaint handling process

• Turning complaints into opportunities for improvement

• Case Study: Analyze and resolve a delivery failure incident

Module 4: Customer Feedback and Service Quality Monitoring

• Tools for collecting and analyzing customer feedback

• Net Promoter Score (NPS), CSAT, and customer effort score

• Using feedback to improve operations and reduce service gaps

• Performance dashboards and reporting

• Exercise: Design a client satisfaction survey for a logistics firm

Module 5: Building a Service Culture in Transport Operations

• Aligning operations with customer-focused values

• Empowering frontline staff to resolve problems

• Creating accountability and service ownership

• Recognition and motivation for service excellence

• Final Group Work: Develop a customer service improvement action plan for your organization