Logistic Customer Service on the Example of Selected Logistics Companies

Customer service is currently one of the tools for competing companies providing logistics services. The article is devoted to the logistic assessment of customer service provided by companies providing logistic services. The first part of the article focuses on the theoretical aspects in which the authors synthetically (based on a systematic review of the literature) explain the essence and elements of logistic customer service. The second part is devoted to the empirical analysis of the 3 surveyed companies providing logistic services. The article aims to present and evaluate the elements of logistic customer service according to division into pre-trade, transactional and post-trade elements in selected companies providing logistic services. The following companies were selected for the analysis: DHL, UPS, DB Schenker. The choice of these companies was dictated not only by the need to compare individual elements of customer service. It was also checked whether the methods of accepting orders / orders from recipients differ in the surveyed companies, as well as the methods and forms of measuring customer service and communication channels (information flow) between the company and the customer in the analyzed cases. The aim of this article is to present and evaluate the elements of logistic customer service, such as pre-trade, transactional and post-trade elements in selected companies providing logistics services.