Page 178 - DMGT546_INTERNATIONAL_TRADE_PROCEDURE_AND_DOCUMENTATION

Unit 7: Logistics and Characteristics of Modes of Transportation

Examples of TNT’s training and development programmes include: Notes
a foundation degree with Hull College – this is mapped to national qualifications
and focuses on the logistics industry. This is a great example of workplace learning
and bridges the gap between academic study and work
a foundation degree with Coventry University – this is mapped to national
qualifications and focuses on management and leadership
a five-year apprenticeship programme for young people in vehicle maintenance –
this ensures that TNT has the skills it needs to keep its fleet up to standard.

TNT people are recognised in other ways. Employees are encouraged to move between
roles to learn more about the company. This form of job enrichment means employees
experience variety at work and improve their skills in different areas. TNT also offers the
opportunity to develop and progress within the company. Around 70% of supervisory
roles are filled internally. Graduates who start working for TNT are expected to take on
management roles within five years.
High performing teams and depots receive recognition and rewards through TNT’s awards
schemes. TNT’s ‘Delivering More’ scheme rewards and recognises those employees who
have gone beyond the call of duty. Over 4,000 awards are made each year.

Conclusion
Effective customer service involves meeting or exceeding customer needs. However,
customer service is not just about what you do for your customers, it also concerns how
the service is carried out. TNT monitors and measures performance to ensure its activities
are delivering the strategy. For example, it conducts telephone interviews each week with
a sample of customers to review their perceptions of its services and assess levels of
customer loyalty.

Since TNT’s strategy of focusing on the customer experience was set up in 2009, it has
delivered strong results:

TNT has achieved the highest levels of customer satisfaction in its market measured
on 31 aspects linked to the Customer Promise.
The Customer Promise programme has increased productivity and generated savings
overall of almost £660K.
The company achieved its targets in 2010 and 2011 despite the difficult economic
climate.

100% of new operations employees will have a relevant qualification, making TNT
the industry leader.
Questions:

1. What is customer service? Give two examples of different aspects of customer service.
2. Explain how each of the elements of TNT’s Customer Promise relates to customer
service.

3. Using the TNT website, identify three additional examples of ways in which TNT
provides quality customer service.
4. Evaluate how developing its employees enables TNT to benefit its customers. What
drawbacks might there be for the organisation?

LOVELY PROFESSIONAL UNIVERSITY 173