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Level 3 Diploma in Logistics, Supply Chain and Operations Management

Customer Communication and Service Delivery

LSC306 · International Trade and Freight Management — Week 9 of 16

CourseLSC306
Week9 of 16
SemesterII
TutorOnline in the course chat

This week’s topics

Customer Communication and Service Delivery

  1. Milestone tracking and track-and-trace systems
  2. Exception management and delay reporting
  3. Service level agreements (SLAs)
  4. Managing client expectations in freight forwarding
  5. Managing Customer Expectations: How Not to Disappoint Your Customers

What you will be able to do

  • 3.3 Explain the importance of customer communication and service in global freight operations.

Activity

Start with this week’s video, then: Seminar, guided reading and a short written task: explain the importance of customer communication and service in global freight operations.

Study materials

Videos

  • Managing Customer Expectations: How Not to Disappoint Your Customers · YouTube · Professor Wolters · 7 min · for registered students

Further resources

  • The main influencing factors of customer satisfaction and loyalty in city express delivery · Reading · Reading, article · for registered students
  • Trust and commitment influences on customer retention: insights from B2B services · PDF · Reading, article · for registered students
  • Principles of Marketing, ch. 11.2: Service-profit chain and service triangle · PDF · OpenStax, textbook chapter; pp. 379–385 · for registered students
Materials marked “for registered students” open in the student portal, which is set up as soon as you receive final acceptance.
MidtermWeek 10
Course chat

Admitted students ask questions on this week’s page in the student portal: an AI assistant trained on the course answers first, and during the course’s timetabled classes Connect to your tutor brings your tutor into the chat, who may start a call if needed.

Open this week in the portal
Course plan
  • Week 1: Fundamentals of International Trade
  • Week 2: Key Parties and Operational Terminology
  • Week 3: International Freight Transport Modes
  • Week 4: Incoterms and Commercial Contracts
  • Week 5: International Trade Documentation
  • Week 6: Customs, Security and Regulatory Compliance
  • Week 7: Risk Assessment and Mitigation in Transit
  • Midterm: Midterm evaluation
  • Week 9: Customer Communication and Service Delivery
  • Week 10: Selecting Freight Solutions for Customer Requirements
  • Week 11: Operational Process Planning and Freight Controls
  • Week 12: Applying International Trade and Freight Management in prac…
  • Week 13: Assignment workshop: research, planning and referencing
  • Week 14: Assignment workshop: drafting, feedback and improvement
  • Week 15: Review and coursework completion
  • Final: Final assessment and submission
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