By Fello Logistics
We told you in a LinkedIn post a few weeks ago that we continued adding to our team during the infamous “freight recession” we now view hopefully as in the past.
We did that because we knew the industry would bounce back, and when it did, we would be ready to handle our clients’ needs without any gap in our capabilities.
Of course, it’s not enough just to add new people. The difference here at Fello is our commitment to customer service, and that will always come down to how our people approach the accounts they handle.
So we thought you’d like to know a little about how we train the team members you rely on to take care of your freight. Here are three critical things we do:
- We Share the Importance of Fello Values. When a new member joins Fello, they quickly find out how seriously we take customer service – how we view our commitment to each customer as a mission we will stop at nothing to accomplish. Not everyone wants to work for a company that is willing to take phone calls at six in the morning, or at nine p.m. on Saturday night. We make it clear before we bring someone on that this is part of the deal. Once they’re with us, we help them to understand why – because freight is moving all the time, and shippers deserve a partner that recognizes what that means. We also teach them how to be creative and resourceful in solving problems, because that’s often where we make the biggest difference.
- We Teach Them to Make the Most of Technology. Having a robust TMS doesn’t separate us from other 3PLs. In our industry today, everyone has one. Our is first-rate. But what makes us stand out is how we teach our account executives to use the TMS to be more accurate in forecasting, more timely in ordering and more proactive in sharing information with customers. We’ve seen 3PLs who use their technology only to put more work back on the shipper, making them rely solely on notifications. We use ours to achieve a higher level of excellence in communication, visibility and accountability.
- We Share Our Insights on the Latest in Logistics. Many of our team members have a background in logistics. Some don’t, but we’ve seen how strong they are in customer service. We’ve always believed this: We can teach you logistics but we can’t teach you to care. So to whatever degree it’s necessary with each individual, we give them a thorough rundown on where the industry stands, how it’s changing and what its critical needs are. We offer each account executive outstanding support from our leadership team, and they take that information, go back to their accounts and share that knowledge and experience.
This is how we get our team members quickly and thoroughly up to speed on customer service the Fello way. It’s a higher standard than you’ll see at most companies, but it’s exactly what our clients need and deserve.
Fello Logistics is known for integrity, reliability, industry-leading customer service and genuine care for it’s clients. Learn more about our freight shipping services.
