What's New at Reddaway
Peak season is upon us, and for many, it's the make or break time of year. After a deep recession and sluggish recovery, shippers feel pressured to make sure their customer service also is at peak performance. Reddaway is ready to help!
We know your transportation service provider is an extension of your business when deliveries arrive at your customers' docks. We work hard to make sure that experience is a good one.
From the way we load trailers to our emphasis on safety, we build error prevention into our procedures. The result is a claim ratio that's lower than industry averages by a wide margin.
If you've been burned by past providers who profess on-time service but deliver something else, it's time to call Reddaway. Our overall on-time performance averages near 97 percent for the year, and even higher for our expedited and guaranteed services.
And never feel unprepared when your customer asks about shipment delivery. Online tracking information at reddawayregional.com helps you stay informed on the status of your shipment.
For transportation that's as customer-focused as you are, go to reddawayregional.com or call 1-888-420-8960.
World-class customer care
"A world-class customer service function requires more than taking and giving information. At Reddaway, we think it means service representatives who know our capabilities, know our region, and know how to get things done. Ultimately, our job is to make our customers feel confident that their business is in good hands," says Brian Thompson, manager of Customer Solutions at Reddaway.
Brian speaks from experience as a long-time manager of transportation customer service teams, first at sister company, YRC, and more recently at Reddaway. Brian also is a lifetime Oregon resident, who knows the West Coast like the back of his hand.
"At Reddaway, we try to make customer care a one-stop-shop for customers," says Brian. "Nothing is more frustrating for a customer than to provide information, then be transferred to someone else who asks for the same information, then transfers the call again."
Achieving this "one-stop-shop" begins with having the right people in place—peoplewho can think on their toes, empathize with customers, and resolve problems.
"Every situation is different," says Brian. "We have guidelines, but our Reddaway Customer Care reps are skilled at adapting to the individual caller's needs and personality."
Brian also thinks great Customer Care representatives are made, not born. "At Reddaway, we believe our Customer Care reps should thoroughly understand the business. This takes a continuous process of training, coaching, cross-training, and more coaching so that our Customer Care reps are prepared to offer the best, most-accurate information available every time."
Of course, a strong portfolio of services and the ability to execute those services with precision, flexibility and reliability add an extra dimension to customer service at Reddaway. "We also work as an extension of the sales force and interact closely with the local service centers. We want customers to be as comfortable talking with us as they are with their account manager."
"As managers and supervisors in Customer Care, we do side-by-side coaching, and listen in on calls, but the real measure of our team's success is with our customers. We want customers to feel good about their decision to use Reddaway and to ship with us again and again."
To talk with a Customer Care representative, call 1-888-420-8960.
Return to Top