Ipcourier is aiming for excellence
IN what is considered the heavily competitive and demanding shipping and freight forwarding industry, Ipcourier, which specialises in shipping between Jamaica and Miami, has been able to move from a small start-up to a leading online freight forwarding company in just under five years. The company credits its resounding success to a culture of providing outstanding customer service.
The commitment to good customer service is ingrained in the company’s culture. This strong customer-centric ethos and a mission to be a quality leader in the package forwarding industry sees the company consistently going above and beyond to ensure customer satisfaction. Daviana Fortella, a dedicated supervisor, emphasises, how important essential customer service skills have been in the company’s growth.
“At Ipcourier, customers’ satisfaction is number one. As a result, we aim for excellent customer service by instilling fundamental skills in each staff — skills such as empathising and active listening to understand where the customer is coming from, where they are, and where they want to go.
“Service knowledge, knowing what the company offers and our processes, allows each agent to better assist the customers by providing the correct information. We also encourage our representatives to exercise patience,” Fortella shared.
Stephanie Forrester, another supervisor, reinforces this commitment by highlighting their training approach.
“We ensure that at the start of training each agent is aware that our main focus is customer service and that there is a specific standard we expect them to uphold. They are trained to handle disgruntled and upset customers and not to match the energy of the customer but to empathise as best as possible. We do role play and scenarios to get them to understand and prioritise each customer,” she said.
This commitment to customer service has served the company well even during challenging periods. As Ipcourier faced significant challenges during the pandemic, the company had to not only adapt their safety processes but had to implement resilient customer service strategies.
“We faced many challenges