FREIGHT FORWARDING is a service industry.
The critical functions are SALES ,OPERATION AND CUSTOMER SERVICE.
HR can make significant contributions to
the SERVICE BUSINESS in the following areas:
---------------------------------------------------------------------------------------------
HR can help by
-by determining and setting up core competences
*by department.
*by individual positions.
-------------------------------------------------------------------------------
HR can help by
-conducting job analyses
-consucting job evaluation
-----------------------------------------------------------------------------------------------
HR can help by
-developing incentive schemes for sales staff on sales results.
-developing team bonus systems for operation staff on productivity gain.
-developing bonus systems for customer service staff on customer satisfaction index.
----------------------------------------------------------------------------------------------------
HR can help by
-by conducting recruitments/ selections using competences.
-conducting induction for new recruits / orientation programs more effectvely.
-----------------------------------------------------------------------------------------
HR can help the SALES TEAM,
by organizing training for the sales team in such critical areas
-service selling.
-customer relationship management.
-accounts planning/ development/management
-sales presentation
---------------------------------------------------------------------------------------
HR can help by the CUSTOMER SERVICE TEAM
BY organizing training for the customer service team
-customer servicing skills.
-handling customer communication.
-----------------------------------------------------------------------------------
HR can help by
-setting up performance appraisals system.
-setting performance management systems
-career planning & development
-planning for succession
-talent management
--------------------------------------------------------------------------------------
HR can help by
-setting up intranet product knowledge training for all staff
-----------------------------------------------------------------------------------------
HR can help by
-by organizing monthly meeting with SALES/CUSTOMER SERVICE STAFF TOGETHER.
This will enable the customer service staff to better understand the sales situations/vice versa.
-at this meeting '' bring one of the company's customers'' to speak about their
experience of working with your company.
--------------------------------------------------------------------------------------
HR can help by
- training the sales manager/ branch sales managers in
*SALES COACHING/ COUNSELING
so that the sales managers can coach the salespeople on the job.
================================================== =====
THESE ARE SOME OF THE AREAS WHERE THE HR
CAN HELP / SUPPORT THE OPERATION.
REGARDS
LEO LINGHAM