Sailing Through The Storm – The CWT Globelink 5 “C”s (Part 1)

Global recession has put carrier rates slumping down to historically low and USA/Europe has triggered record drop in their imports since the "Great Depression" in 1930s. Consumer Confident level has dropped and purchasing power by the buyers within each region is going to deteriorate further. Global financial system has crippled, banks are not lending and cash flow within every organization reminds very tight. This is what we have been hearing almost everyday.

Situation may be worse for the rest of 2009 and beyond. The economies of most industrialized countries in North America and Europe are now expected to descend into a recession over the next few years. We will now be on a rockier economic sea for the next few years. Throughout this we need to stand tall, be realistic about the conditions we are facing and building a better future on our current strength, while turning threats into opportunities. Therefore, we need to manage the internal ( C ost and C redit C ontrol) and external ( C ompetitiveness) conditions and put them in competitive edge in surviving the storm. We must continue to excel and continuously having C apability building in creating logistics result for all parties.

With this, the management of CWT GLOBELINK GROUP now brings to you the 5 "C"s to focus on in this challenging market. They are:

1. Customer Service

2. Competitiveness

3. Cash/Credit Control

4. Cost Management

5. Capability Building

We will introduce to you each "C" in our monthly issue and elaborate more on the subject matter, beginning with Customer Service for this issue.

Customer Service

With ever changing world, CWT GLOBELINK will always move with the time and strategy in ensuring fulfillment in the global arena. And only by understanding customers' needs and requirements, will put CWT GLOBELINK as a leading global player. This is by “Going the Extra Mile” for the customers and creating ownership for them in using the services. Therefore, a strong customer service team that has full knowledge of our products will create these value-added services to allow us to “A.C.T” immediately. This is by providing A ccurate, C omplete and T imely information to the customers and, be comprehensive and expeditious in service orientation.

However, only equipping our customer service team with the necessary tools may not achieve the intended result. There need be a change in the mindset of our staff in their service to customers.

Customer Services is not confined to those in the forefront such as Sales & Customer Service Officers, but rather the entire service chain which include even the operations & those behind the scene. Everyone plays a role in this service chain and what the sales sell is borne out by each and every staff in the organization.

Rather than offering a standard product, we focus on meeting customer needs by customizing our services. We should listen hard to customers' requirements and feedbacks, and to serve our customers with a wide smile. We have one mouth and two ears and one heart for good reasons. We listen twice as much as we speak and serve with a passion.

The end result must be a heightened level of customer satisfaction, which makes them come back again and again. We strive to achieve the services that even our competitors talk about and customers are willing to refer us to their peer.