Chapter-3: Customer Expectations of Service

Question-1 ​What type of expectations customers hold from your company?

We, 4pl Logistics Limited, want to be on the safe side as we have only a few years of experience
in this field since we established our business in 2015. Satisfying adequate service expectations
is our safe side. Here, we are to meet minimum level needs without any hassle and without
disturbing bigger players in the industry. And yes of course, we want to grow too. We have a
future plan to expand to meet desired service expectations as we broaden our service horizon.

Question-2 ​What do you prefer, narrow zone of tolerance or broad zone of tolerance?

I believe 4pl logistics limited's customer holds narrow zone of tolerance. You may know that the
more the important factors are the narrower the zone of tolerance is. If you visited our website,
you may have noticed that “security+control+flexibility=you peace of mind”. We maintain this
standard with much care. We even have tailored-made service-packages to meet customers'
fluctuating demand.

Question-3 ​Has your company ever faced an unrealistic expectation?

Yes of course. As we began to expand our service-packages rang we faced an unrealistic

demand. We started with ocean freight forwarding service. Now we have air forwarding and
logistics consulting service. Stable performance is the essence of our success. We do not actually
mind face these situations. We know our customers that they are demanding unrealistically
because they are satisfied with our current performance.

Question-4 ​Can you explain what are your company's explicit promises and implicit promises?

Actually, we emphasis on implicit promise, meant as service-related cues. We believe that what
we are providing is consistent with our pricing policy. Customers cannot deny our integrated
implicit promises, we are always holding. We are not so bothered right now about explicit
promises. We just make sure that ours employees, in all the fields, deliver good behavior. That is
it.

Question-5 ​Delight, satisfiers, musts, from any of them what you believe your company should
fulfill?

As you know, we are new in this field of business. Established our business in 2015. Since then,
we have gathered little experience as I believe. So, we just make sure our “musts”, delivered
properly to the customers. For a new-comer, customers have a tendency to have basic service.
So, we just try to do it.

Question-6 ​How do your service marketers influence customer expectations?

As one of representatives of 4pl Logistics Limited, I believe they are the core influencer in
driving customer expectation towards us. After recruiting, we train them according to our service
standards. We suggest them they should advise in a way that customers should not feel
manipulated.

Question-7 ​How is technology changing your business?

As you know, we recently started ocean-freight-forwarding service. This sector can be quite
dangerous as there are whole lot of effects of natural calamities. So this is why, we included
shipment tracking system as well as advanced gps system, helps us monitor all the activities.
Also we use autonomous trucks and sometimes use drones to facilitate our service.

Question-8​ 4pl Logistics Limited has not been very active in social media or other online
platforms, so how do you keep reminding of your company's position on customers’ mind?

Yes, I know, now is the techno-era. Without the activity in it, we may lag in some aspects. But
we must remind you that every company has some philosophy. We believe in keeping our
promises. We know customer remember us through their positive past experience. When we do,
we do with passion. With less activity in socials and other platforms, we are still getting quite a
good deal. So this the way we believe in.