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DACHSER offers its staff training specifically geared towards individual contacts with customers.
In cooperation with the Königsteiner Management Institut (KMI), 85 employees working in the areas of scheduling, long-distance transport and export were given special training in 2007 to enable them to respond even better to different customer requirements.
The training focused on proactively approaching customers in the case of complaints. This helps to more easily resolve tricky situations – bringing a clear competitive advantage. Staff members learn how to systematically inform colleagues and prepare resolution minutes for customers.
The training sessions also explain how to deal with non-logistics-related issues such as the environmental factor. Although most consumers are persuaded of the necessity to transport goods by truck, growing environmental awareness is playing an ever more important role in the day-to-day world of business and transport operations. Schedulers learn to optimize tour and freight capacity planning in DACHSER’s European network between countries and branches in such a way that available load space can be offered to customers for return freight at attractive prices. This allows daily goods transport to be realized in an economically compatible and cost-efficient way.
A second goal is to strengthen cooperation between schedulers and sales staff. Creative solutions are now being developed and realized in teamwork in line with customer requirements. These are being implemented interdepartmentally and without major problems. For customers, this creates added value in every respect.
It is planned to continue to expand this knowledge in 2009 by offering staff even more intensive training. DACHSER and KMI are currently working on advanced concepts aimed at maintaining and improving DACHSER’s quality standard.
overview eLetter 04/2008
