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BIL KANDUNGAN

1 1. Introduction to customer service


1.1. Overview of customer
1.1.1. Definition
1.1.2. Five types of customer
1.1.2.1. Loyal Customers:
1.1.2.2. Discount Customers
1.1.2.3. Impulse Customers
1.1.2.4. Need-Based Customers
1.1.2.5. Wandering Customers.
1.1.3. Important of customer and customer service

2 1.1. Categories of customers


1.1.1. Consignee, consignor
1.1.2. Supplier
1.1.3. COD customer
1.1.4. Credit term
1.1.5. Golden customer
1.2. The advantages and disadvantages of various categories of
customer to business

3 1.1. Overview of customer’s information database


1.1.1. Definition of customer’s information database
1.1.2. Types of customer information resources
1.1.2.1. Overview of Database system
1.1.2.1.1. Type of data
1.1.2.1.1.1. Identity data
1.1.2.1.1.2. Quantitative data
1.1.2.1.1.3. Descriptive data
1.1.2.2. Job file
1.1.2.2.1. Type of job file
1.1.2.2.2. Content of job file

4 1.1. Overview of Customer details and information


1.1.1. Customer code
1.1.2. Company name
1.1.3. Address
1.1.4. Contact number
1.1.5. Person in-charge
1.1.6. Credit terms
1.1.7. Customs agent appointment letter

1.2. Service history


1.2.1. Importance of service history
1.2.2. Collecting Information
1.2.2.1. Type of information
1.2.2.2. Source of information
1.2.2.3. What is “ On Time In Full” (OTIF)
1.2.2.4. Method of collecting information.

5 2. Overview of shipment tracking


2.1. What is shipment information
2.2. The objective of shipment status tracking
2.3. Shipment information details
2.3.1. Mode of transport
2.3.1.1. Type of transportation use.
2.3.1.1.1. By Air
2.3.1.1.2. By Sea
2.3.1.1.3. By Land
2.3.1.1.4. By Railway
2.3.1.1.5. By Pipeline
2.3.2. Destination (port of discharge)
2.3.3. Job number
2.3.3.1. Meaning on the job file

6 1.1. Shipment status


1.1.1. Arrival
1.1.2. Delay
1.1.3. Offload
1.2. Shipping status record
1.2.1. Shipment report
1.2.1.1. Daily
1.2.1.2. Weekly
1.2.1.3. Monthly
1.2.2. Overview of Key Performant Index (KPI)
1.2.3. Objective of KPI
1.2.4. Important of KPI

7 3. Overview of transportation routing information.


3.1. What is transportation routing information
3.2. Objective of transportation routing tracking
3.2.1. Coordinate transportation movement
3.2.2. Monitor the coordination with relevant parties
3.2.3. Update transportation movement
3.2.4. Record transportation arrangement

8 1.1. Sources of transport routing information


1.1.1. Land -GPS/phone call
1.1.2. Air - Airline Tracking Website
1.1.3. Sea- tracking system
1.1.4. Rail -KTM schedule
1.2. Transport routing status flow
Transport routing notification status record
9 4. Overviews of customer grievances/complaints
4.1. What is customer grievances/complaints
4.2. Basic rule to deal with customer grievances/complaints
4.3. Causes of customer grievances/complaints
4.3.1. Shipment delay
4.3.1.1. Import shipment grievance by Air Freight and Sea
Freight
4.3.1.2. Export shipment grievance by Air Freight and Sea
Freight

10 1.1.1. Cargo discrepancies


1.1.1.1. What is cargo discrepancies.
1.1.1.2. Document required for cargo discrepancies
1.1.1.3. Type of cargo discrepencies.
1.1.1.3.1. Missing
1.1.1.3.2. Damaged
1.1.1.3.3. Shortage
1.1.1.3.4. Miss-located
1.1.1.3.5. Wrong destination
1.1.1.3.6. Wrong delivery (receiver)

11 1.1. Overview of Customer grievance investigation


1.1.1. Customer grievance investigation flow
1.1.1.1. Receiving the complaint
1.1.1.1.1. Complaint form
1.1.1.1.2. Airline/Port survey report
1.1.1.2. Assessing the complaint
1.1.1.2.1. Route cause analysis
1.1.1.2.2. Ishikawa Diagram or Fishbone Diagram
1.1.1.3. Investigating the complaint
1.1.1.3.1. Corrective Action Report
1.1.1.3.2. 8 Discipline report
1.1.1.4. Resolving the complaint
1.1.1.4.1. Record decision outcome
1.2. Complaint countermeasures
1.2.1. Preventive solution
1.2.2. Corrective solution
12 5. Fundamental of handling cargo damage/loss
5.1. Handling cargo damage/loss
5.1.1. Identify damages goods
5.1.2. Checked damaged condition
5.1.3. Inform customer
5.1.4. Advise insurance claim
5.2. What is cargo damage/loss
5.2.1. Type of damage/loss
5.2.1.1. Visible damage/loss
5.2.1.2. Concealed damage/loss
5.3. Cargo damaged condition
5.3.1. Factor to be consider when checking cargo damaged/loss
5.4. Method of reducing cargo loss/damage
5.5. Damage survey steps
5.5.1. Cargo surveyor access to the vessel, crew, documents.
5.5.2. Evidence and cargo sampling
5.5.3. Survey findings & mitigation
5.5.4. Protests
5.5.5. Reporting

13 1.1. Claim procedure


1.1.1. Immediate notification
1.1.2. Appoint a surveyor and arrange for joint/bilateral inspections
of the damaged cargo
1.1.3. Mitigation: minimize and prevent further losses
1.1.4. Collect documents
1.1.5. Submit a substantiated and quantified claim
1.1.6. Protect against time bar
1.1.7. Lessons Learnt analysis

14 1.1. Overview of grievance handling


1.1.1. Fundamental of dealing with customer
1.1.2. Grievance handling procedure
1.1.2.1. Complaint reported
1.1.2.2. Acknowledge
1.1.2.3. Investigate
1.1.2.4. Respond to customer
1.1.2.5. Resolve and confirm
1.1.2.6. Follow up
1.1.2.7. Question and Answer session with customer and Close
1.2. Communication skills
1.2.1. What is effective communication

15 6. Overview of customer service activity report


6.1. Objective of activity report.
6.2. Report format
6.3. Sample report
6.4. Compilation of report information and status
6.5. Report preparation
6.6. Computer literacy

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