The personal Touch
Nightfreight has introduced a depot-based customer care programme to encourage staff to build relationships with customers at local level rather than as mere operatives in a call centre.
The company has trained more than 400 front-line staff as its Burnley centre in the last year. A second unit, at its Willenhall HQ in the West Midlands will open this year. Since an MBO in 2001, Nightfreight has seen a 55% increase in turnover and has re-invested back into the business.
‘Our aim now is to improve the quality of service and build on our position as leader in the overnight delivery of IDW (irregular dimension and weight) freight, ‘ said chief executive Rob Kelly.
