Principles of

Warehousing Level 2
UNIT 4: The importance of customer service in warehousing environment
Session Etiquette
Recap
Name different types of customer within a warehousing environment.
Why is good customer service so important?
How can you measure good customer service?
Intent & Impact
To look at the principles of warehousing.
The impact of this session will allow you to:

• Understand the importance of team work and the impact internally and externally.
• Understand how to deliver good customer service.
• Understand the impact of customer service on a reputation and brand
Teamwork
How can working well as a team improve customer service? Give some examples to support your
answers.

Consider team dynamics and departments.

What skills do you need as part of a team?
Communication skills
Technical skills
Problem-solving skills
Customer service skills
Teamwork skills
Time management skills
How do you create a team
Team-building activities aim to improve team trust, communication, and understanding. They break down
barriers and encourage a sense of camaraderie, making the warehouse environment more collaborative
and supportive.
Cross-training is the practice of training warehouse team members in multiple roles beyond their primary
duties. It allows employees to understand different aspects of warehouse operations and promotes
empathy and appreciation for the challenges faced by their colleagues.
Communication is vital to teamwork and collaboration in warehouse teams. Establishing reliable ways for
team members to exchange information ensures everyone is on the same page.
In a collaborative goal-setting process, warehouse team members collaborate to decide on shared goals.
This process is beneficial because it ensures everyone has a shared vision and works towards the same
targets.
Inclusion and diversity are critical to creating a happy and collaborative warehouse environment
Teamwork v collaboration
Teamwork in a warehouse involves a group of workers, each handling specific tasks that
contribute to the overall operation. For instance, one person might be responsible for picking
items from shelves, another for packing them, and another for loading them onto delivery trucks.
Collaboration, on the other hand, is when warehouse staff work together to solve problems or
improve processes. For example, if there’s an issue with how items are being tracked and causing
delays, warehouse managers and workers from different areas could come together to brainstorm
practical or innovative solutions.

An effective warehouse operation supports teamwork and collaboration. Everyone knows how to
do their job well, but we work together to solve problems, implement new strategies, and create a
supportive work environment.
It’s cultivated through clear communication, shared goals, and mutual respect
Effective Teamwork
Effective team working comes from recognising that everyone has different skills but understanding
that everyone is working to meet the overall aim of the warehouse or the business, which is to make
sure customers are satisfied.

Being able to work as part of a team is an important skill to have, as good team working can
increase a company’s productivity and profitability.

The better people are at working as a team, the more efficiently the warehouse will run and if the
business is running well and expectations are being met then the quality of customer service will be
high.
Teamwork
Guided Study Time Unit 4
EQUAL Platform
Please answer the following questions-

Q4 Explain how working well as a team has a positive impact on the customer experience.
Reputation and brand
How can customer service have a positive impact on reputation and brand?

How can customer service have a negative impact on reputation and brand?

Give some examples to support your answers.

On line reviews
In groups Research the below – What would be the brand perception.

Group 1 – DPD
Group 2 – Amazon
Group 3 Hermes/Evri
Group 4 - UPS
Reputation and brand
Good customer service is crucial to improve a company’s reputation via word of mouth or
positive reviews.
Bad customer service can damage this, leading to negative reviews.
If an organisation is known for high levels of customer service, this information will spread,
creating brand recognition.
If they are known for poor customer service, then customer will avoid this brand.
A customer’s opinion of a brand will be impacted by the level of customer service they receive.
If the customer service is poor, then the opinion will be negative.
Referral will increase.
There will be no referrals.
Reputational Damage
Customer experience and perception
How can good customer service have a positive impact on the customer experience
and public perception?

How can good customer service have a negative impact on the customer experience
and public perception?

Give some examples to support your answers.

Customer experience and perception
Good customer service will result in a positive customer experience, which will make
them want to return and they will have good opinions of the brand.
Bad customer service will result in a bad customer experience which can result in
negative reviews and loss of customers, which can impact opinions of the brand.
Public perception is a general view of something held by the majority. It is belief, or an
opinion held by many based on how things seem. It is often linked to reviews and
experiences of others.
It does not take many bad reviews for the business to gain a bad reputation. A bad
reputation can be impossible and costly to turn around. Long-term impact, business
profits suffer, people lose jobs, the business closes down.
Equally, if a business has provided exceptional customer service, people will return, tell
others and will support business growth and secure jobs.
Guided Study Time Unit 4
EQUAL Platform
Please answer the following questions-

Q5 Explain how customer service can have a positive or negative impact on the reputation
and brand of an organisation.
In addition, explain how good customer service can have a positive or negative impact on
customer experience and public perception.
Any Questions?
Intent & Impact
To look at the principles of warehousing.
The impact of this session has allowed you to:

• Understand the importance of good customer service internally and externally.

• Understand how to deliver good customer service.
• Understand the impact of customer service in the warehousing environment.
Thank you
Any Questions?
 Recap
• What potential risks can occur when storing goods in a warehouse?
• Identify some risks when manual handling?
• Name a type of warehouse.
• How do you prepare for goods arriving onsite?
• What is PPE? Name some PPE.
• What variations could occur when receiving goods?
• Name different areas for storing goods.
• What is the process for dealing with faulty goods?
• Who is involved in a stock count/ stock take?
• What is the best way to pack an item that is fragile?
• How can working well as a team impact on customer service?
EQUAL Activity
Please complete section 1 pages 22-28 of the EQUAL learning platform.

This learning will include-

Page 22- Video- positive impact on customer experience (2 mins 30 secs).

Page 23- Stop and Think.
Page 24- Video- reputation and brand (2 mins 24 secs).
Page 25- Information on reputation and brand.
Page 26- Re-cap.
Page 27- Stop and Think.
Page 28- What do you know now!