(2.11.1)-《实战案例3：冻柜订舱那些事》PPT讲义-已翻译

Reeferbooking学习目标Knowingrealcasesofreeferbooking1Learningcompletecustomerservicereeferbookingprocedure2Doyouknowthecustomerservicereeferbookingstandardprocedure?课前一问一骑红尘妃子笑，无人知是荔枝来。了解冻柜订舱业务的实用案例了解冻柜订舱业务的实用案例Itisnowadyaseasytopurchaselychee,itcanbeboughtinanysupermarketorsmallmart.However,itisexpensivetopurchasecatonLycheeinJapan,twolycheescosts1080Yan,whichequals66.1619rmb.Thismeansonelycheecosts33rmb.Whysoexpensive?Itisbecauselycheeishardtostore.Aftertwothreedaysthequalitywillstarttobecomebad.Thisfeaturemakeslycheehardtotransportinlongjourneys,andthusrequiresstrictenvironmentandtemperaturecontrol.了解冻柜订舱业务的实用案例Aspecialdesignedcontainerisrequiredtotransportfruits,vegetables,freshfish,freshmeat,frozenfoods,films,medicines,etc.Thiskindofcontainercanbekeptatacertaintemperatureandhumidity,whichisafrozencontainer,alsoknownasafreezer.学习客服人员完善的冻柜订舱标准流程Firststepafterreceivingreeferbookingisareeferapplicationform.Thisformcontainscustomerneedsandinformation(screendisplayform).Undernormalcircumstances,thecompanyhasprescribedwhichformsshouldbeusedforwhatgoods.Whenwearenotclear,weshouldconsultSUPERVISER学习客服人员完善的冻柜订舱标准流程Afterreceivingbookingformformcustomerweneedtocheckthecomplexityandcorrectnessofthisform.Ifitisanordinarycustomer,pleaseaskthecustomertotofillintheformagain.VIPcustomersenjoypreferentialtreatment,weguidecustomerstofillintheinformation.BOOKINGFORMinformationiscompleteandmustbecorrect.Asmallerroronthisformwillcausetensofthousandsoflosses.Besidestemperatureandventilation,unloadingportanddestinationinformationalsomatters学习客服人员完善的冻柜订舱标准流程BothusandAustraliahasOaklandport.CustomerservicedidnotcheckthedestinationinformaitonOakland，hethoughtisOaklandintheUSButactuallythedestinationshouldbeOaklandinAustralia学习客服人员完善的冻柜订舱标准流程Intheendtheshippingcompanyhadtouseplantotransfercargostotherightdestination学习客服人员完善的冻柜订舱标准流程SecondstepafterreceivingbookingapplicationCheckwithOPtoensurereeferavailability.Weneedtoreportoneweekinadvancetoensureavailabilityofreeferandtherequestedtime.Incasethereisnosufficientreefer,weneedtotellcustomerandprovidealternativeoptions.学习客服人员完善的冻柜订舱标准流程ThirdstepafterreceivingreeferapplicationIfacolleaguefromtheoperationdepartmentconfirmsthatafreezerisavailable,Weinformtheshippertoproceedtothenextprocess,Takethepick-upslipintheboxtubeTEEMoftheoperationdepartment.Atthesametime,weneedtoprovideActiveReeferDailyBOOKlisttocolleaguesintheoperationdepartment.Becauseoneworkingdaybeforethecustomerpicksupthecabinet,Colleaguesintheoperationdepartmentneedtodopre-inspectionandpre-coolingwork.学习客服人员完善的冻柜订舱标准流程Pre-checking-checkingwhetherreefercontainerisoperatingproperlyPre-cooling–puttingreefercontainertemperatureaccordingtobookingform学习客服人员完善的冻柜订舱标准流程ThirdstepafterreceivingreeferapplicationContainersloadedwithgoods,jargonissaid,Afterreturningtotheterminal,youneedtosendtheTemperatureContainerControlledlisttoyourcolleaguesintheoperationdepartment.Therestoftheworkistocontinuetofollowupwithcolleaguesintheoperationdepartment.Theywillasktheportstafftoensurethatthefreezerstillmaintainsthetemperatureandventconditionsrequiredbythecustomerduringtheport.Becausewewanttoprovide"freebreathing"freezerserviceforourcustomers'refrigeratedgoods!课后总结Asanimportantpartofhigh-qualitycoldchaintransportation,therequirementsoffreezershippingareveryhigh,andthecorrespondingmanagementandcapitalcostsaremuchlargerthanordinaryshipping.Comparedwithordinarybooking,freezerbookingrequiresspecialattentionfromcustomerservicepersonnel.Everylinkmustworkstrictlyinaccordancewithstandardoperatingprocedures,andnoerrorsareallowed.I