Training Module 1 for Ben Line Agencies Philippines - MAS

1. EXCELLENCE IN
CUSTOMER SERVICE
MARINE AGENCY SERVICES

2. Improving Customer Service for MAS
This presentation gives a range of methods to boost
customer service for MAS. It covers tactics for improving
communication, investing in staff training, setting up
feedback systems, emphasizing professionalism, and
utilizing technology.

3. Why is Excellent Customer Service Important?
In any Customer Oriented Business, clients or
customers give value to the establishment
based on the following:
1. Pricing
2. Quality of the Product
3. Quality of Service
Which as a whole, creates the total Customer
Experience.

4. Hotel, Restaurant or Shopping Experience!
Taking a step back and recalling our best
experiences in a restaurant, hotel, or coffee
shop, we remember the service we were given
and how the staff made us feel during our visit.
The same thought process can be applied in
any business, including Port Agency.

5. Streamline Communication
● Effective communication is key to
providing excellent client service.
● Streamline communication channels,
such as setting up a central
communication hub or using digital
tools like messaging apps or
customer relationship management
software.
● Provide real-time updates and
resolve issues promptly.

6. Invest in Staff Training
● Comprehensive training for port
agency staff can help improve their
skills and knowledge.
● Training could include customer
service skills, communication skills,
conflict resolution, and cultural
awareness.

7. Implement Feedback Mechanisms
● Client feedback is essential for
improving service quality.
● Implement feedback mechanisms,
such as surveys, to gather feedback
from clients and use this information
to improve services.

8. Emphasize Professionalism
● Professionalism is critical to building
trust and confidence with clients.
● Establish and adhere to professional
standards, such as dress codes,
timeliness, and respectful
communication.

9. Embrace Technology
● Technology can help MAS improve
client service by automating routine
tasks, providing real-time tracking of
vessel movements, and enabling
online bookings and payments.

10. EXCELLENCE IN CUSTOMER
SERVICE
MARINE AGENCY SERVICES
Chapter 2: Assigned Agent/Coordinator

11. Ways to improve client service for Assigned Agent/Coordinator
As the assigned port agent/coordinator, providing excellent
customer service is essential to building trust and maintaining
strong relationships with your clients.
Here are some tips for providing excellent customer service:

12. Be Proactive
● Anticipate the needs of your clients
and address them proactively.
● Inform clients of any delays or
changes as soon as possible.

13. Communicate Clearly
● Use clear and concise language.
● Avoid technical jargon.
● Ensure clients understand the
information you provide.

14. Be Responsive
● Respond promptly and professionally
to client inquiries and requests.
● Provide alternative solutions or
options if unable to fulfill a request.

15. Be Empathetic
● Show empathy when dealing with
client concerns or issues.
● Put yourself in your client's shoes.

16. Provide Regular Updates
● Keep clients informed of any
changes or updates related to their
vessel or cargo.
● Provide timely and accurate
information to help them make
informed decisions.
● Check in with clients regularly.

17. Be Organized
● Organize your workload effectively.
● Ensure everything runs smoothly.

18. Follow Through
● Follow through on commitments and
promises.
● Deliver on your promises.

19. EXCELLENCE IN CUSTOMER
SERVICE
MARINE AGENCY SERVICES
Chapter 3: Ways to Improve Communication for
Assigned Agent/Coordinator

20. Clear and Concise Language
● Keep emails clear and concise.
● Avoid technical jargon or acronyms.
● Use short sentences and
paragraphs.
● Use enumerations or bullet points
for detailed explanations.

21. Professional Tone
● Use a professional and courteous
tone.
● Avoid slang or casual language.
● Remember that emails also
represent your company.

22. Informative Subject Line
● Use a clear and informative subject
line.
● Summarize the content of your
email.
● Help clients prioritize their emails.

23. Personalization
● Address clients by name.
● Use appropriate titles for titled
clients.
● Show that you value their business.

24. Proofreading
● Proofread emails for grammar and
spelling errors.
● Ensure that the message is clear and
professional.
● Have communications checked by a
supervisor or manager for new
employees.

25. Email Templates
● Use pre-made email templates for
basic email responses.
● Helps newly hired employees
respond to basic inquiries.
● Eventually, employees will learn to
respond to more complex emails.

26. Prompt Responses
● Respond to emails promptly.
● Let clients know you received their
email and will respond ASAP.

27. Attachments
● Only include necessary attachments.
● Large attachments can cause delays
and be blocked by some email
systems.

28. EXCELLENCE IN CUSTOMER
SERVICE
MARINE AGENCY SERVICES
Chapter 4: Ways to Improve Customer
Service for Boarding Officers

29. Be Punctual
● Arrive on time or a few minutes early
to show respect for the captain's
time.
● Commit to providing excellent
customer service.

30. Dress Professionally
● Dress appropriately for the nature of
the business.
● Establish credibility and
professionalism.

31. Be Prepared
● Review relevant information or
documentation before the meeting.
● Ensure that you are fully prepared.

32. Listen Actively
● Listen carefully to the captain's
concerns, questions, and requests.
● Ask questions and seek clarification
to fully understand their needs.

33. Communicate Clearly
● Use clear and concise language to
explain any information or updates
related to the vessel or cargo.
● Avoid using technical jargon that the
captain may not understand.

34. Be Proactive
● Anticipate the needs of the captain
and provide proactive solutions to
potential issues or concerns.
● Build trust and strengthen your
relationship with them.

35. Follow Up
● After the meeting, follow up with the
captain or person in charge to
confirm any agreements or
commitments made during the
meeting.
● Avoid misunderstandings and ensure
everyone is on the same page.

36. EXCELLENCE IN CUSTOMER
SERVICE
MARINE AGENCY SERVICES
Chapter 5: Small Gifts or Tokens

37. Giving Gifts or Small Tokens
Small gifts can be a nice gesture to show appreciation
and build rapport with the captain when boarding the
ship as a port agent. Here are some tips to keep in mind
when giving gifts:

38. Dos and Don'ts of Gift-Giving
● Dos: Keep it simple, choose
something appropriate, be culturally
sensitive.
● Don'ts: Give anything too expensive,
give a gift if it's not appropriate for
the occasion, ignore company
policies.

39. Keep it Simple
● Choose a small, simple gift that is
appropriate for the occasion.
● Consider something that reflects the
culture or customs of the port, such
as a local snack or souvenir or
perhaps some fruits in season.

40. Avoid Expensive Gifts
● Don't give anything too expensive or
extravagant, as it can be seen as
inappropriate or even bribe-like.

41. Consider the Occasion
● Choose a gift that is appropriate for
the purpose of the meeting.
● If the meeting is to resolve a difficult
issue, a gift may not be appropriate.

42. Check Company Policies
● Some companies may have policies
regarding gift-giving, so it's
important to check before giving a
gift.

43. Be Culturally Sensitive
● Be aware of any cultural sensitivities
or taboos regarding gift-giving if the
recipient is from a different cultural
background.

44. THANK YOU!