Service Delivery in Transport Operations
Explore the importance of service delivery within transport operations and how it influences customer satisfaction. Learn about the key elements of service delivery, such as transparency, courtesy, communication, and reliability, and how they impact business success.
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Presentation Transcript
SUBJECT: TRANSPORT OPERATIONS TOPIC: TRANSPORT OPERATIONS AND SERVICE DELIVERY
OUTCOMES (SO 2.3 LO 2.3.1)) 1. Define service delivery by providing examples within transport operations and business. 2. Describe the relationship between transport operations and service delivery. 3. Explain how operational units are integrated to deliver according to the clients requirements. 4. Explain, with examples, ways in which transport services and operations are planned and coordinated to meet expectations.
ACTIVITY 2.1 QUESTION ANSWERS 1. Service delivery is all about making sure that the right product is delivered in the right quantity at the right time, at the right place in the right condition. 1. Define service delivery within transport operations and business. 2. The relationship between transport operations and service delivery is about: transparency, courtesy, communications and information and reliability. TRANSPARENCY- refers to openness of the business about the cost of its services to customers. COURTESY- business should treat customers with dignity and respect when providing a service. COMMUNICATION AND INFORMATION- business should communicate any change in its service operations as well as cost of its service price to customers. REALIBILITY- business should deliver services to customers in correct quantities, at the right place , at the right time, in the right condition. 2. In your own words, describe the relationship between transport operations and service delivery.
SUMMARY OF THE LESSON Good customer service is about having good manners, giving your customers full attention, treating your customers the way you yourself would like to be treated as a customer and under promising and over delivering instead of over promising and under delivering. Internal customers as different departments within the business must work as a seamless supply chain to provide a service to external customers. Service delivery is about integrated operational units providing a service to customers. Planning and coordinating for service delivery is about recruiting employees with good work ethics, training the staff about good customer service, determining the needs of the customer, creating service excellence culture and implementing service excellence strategy.
-LEVEL 2 BY MAZIBUKO B.E
