In honor of Customer Service Week, we asked BDP's Brand Ambassadors to reflect on the true meaning of customer service and what it takes to provide the BDP Experience to our customers. Today, we hear from Claudia Andrade, Ocean Export Coordinator in BDP's Chicago office:
Customer service is described as a process of ensuring customer satisfaction with a product or service. While that may be true, that is only a general definition and does not include what it takes to truly provide for a customer. It does not include the extra work, late nights, minute details or proverbial fires we put out each day to make sure that every interaction or process with the customer is a positive one. Customer service is more than just the expectation. Customer service should exceed the expectation.
I have been in this industry for a little over 7 years now and have been with BDP for approximately 3.5 years. During my time at BDP, I have quickly come to learn that customer service is very important, alongside ethics. I learned that customer service is more than just answering the phone and emails. It’s working behind the scenes to ensure shipments move as smoothly as possible. It’s performing tasks outside of the job description. It’s making sure you maintain your smile, whether through email or over the phone, even when presented with a difficult situation. For me, there is no greater satisfaction than receiving a thank you from your customer for all the hard work you put into moving their product.
There is a great pride in building a professional relationship with your customer so that they are confident in knowing their BDP representative is going to handle their shipment with the utmost care and attention it deserves.
I honestly feel that being a part of the BDP family has been the best decision I have ever made in my professional life. The company has done wonderful things to really make the atmosphere feel like it is a home, not a workplace. People spend a very large part of their day at work and to have it feel more like home and consider the people you work with “family,” speaks volumes to how our company is run. The BDP Experience is the core foundation that helps a company grow in this ever-changing world and thrive with new technologies and ideas to better improve in all aspects of the logistics industry.