Cosco Shipping Lines unveils its promised Nine Service Standards
COSCO Shipping Lines Co Ltd has released its "Nine Service Standards", which promises customers upgraded operations that have implemented worldwide as of today September 1.
The "Nine Service Standards" cover key services, the first of which are booking, equipment release, bill of lading (B/L) releases, schedule reliability, all of which have a big impact on customer experience.
This, the company said, is a quality promise to customers worldwide after Cosco Shipping Lines, emerged with an analysis of customer demands and difficulties, from which it devised a series of improvements.
One upgrade was to standardise booking responses in two hours within one working day for standard dry and reefer cargo. Another was to set a standard of confirming bookings within two working days for dangerous or awkward cargo as long as voyage allocation were available and booking information was in order.
Equipment is also to be reserved within 48 hours after EIR (equipment interchange receipt) is printed.
The original B/L is to be ready within one working day after the vessel departure, on condition that shipping instructions have been properly submitted.
An invoice is to be available within one working day after the vessel's departure, on condition that invoice information is adequate.
Schedule reliability standards have also been established on Cosco Shipping-operated vessels to be more than 95 per cent, except in cases of a force majeure.
Connecting voyage will be posted three days before cargo arrives at a transshipment port. The resulting transshipment will be posted one day after cargo's departure from that port. Cargo transshipped at a transshipment port will be set normally within seven days, and no later than 14.
It will be standard that arrival notices will be delivered one day before the cargo arrives.
As to counter service, customers can expect procedures will be completed within 15 minutes at a service counter. Invoice disputes are to be resolved within five working days and commercial disputes to clear up misunderstandings are to be resolved within seven working days, with complaint resolution accomplished in five working days.
Cosco Shipping Lines' special email and hot line will facilitate transactions with customers worldwide, said the company statement. Through an official "wechat" platform and website, customers can make inquiries about schedules, location of cargo and make comments, give suggestions or lodge complaints, it said.
The implementation of "Nine Service Standards" is supported by the company's 304 ships with a carrying capacity of 1.61 million TEU.
The network that covers 76 countries and 242 ports and provides door-to-door transport solutions for customers.
The release of "Nine Service Standards" not only highlights Cosco Shipping Lines' principle of "Service Creates Value", but also illustrates its customer-centred strategy.
"The implementation of "Nine Service Standards" is nothing but a beginning. With the ongoing integration, the company will continue to optimise the resources distribution, innovate the service mode, improve customer experience and strive to build first-class brand of shipping enterprise with global competitiveness," said the company statement.
COSCO Shipping Lines Co Ltd has released its "Nine Service Standards", which promises customers upgraded operations that have implemented worldwide as of today September 1.
The "Nine Service Standards" cover key services, the first of which are booking, equipment release, bill of lading (B/L) releases, schedule reliability, all of which have a big impact on customer experience.
This, the company said, is a quality promise to customers worldwide after Cosco Shipping Lines, emerged with an analysis of customer demands and difficulties, from which it devised a series of improvements.
One upgrade was to standardise booking responses in two hours within one working day for standard dry and reefer cargo. Another was to set a standard of confirming bookings within two working days for dangerous or awkward cargo as long as voyage allocation were available and booking information was in order.
Equipment is also to be reserved within 48 hours after EIR (equipment interchange receipt) is printed.
The original B/L is to be ready within one working day after the vessel departure, on condition that shipping instructions have been properly submitted.
An invoice is to be available within one working day after the vessel's departure, on condition that invoice information is adequate.
Schedule reliability standards have also been established on Cosco Shipping-operated vessels to be more than 95 per cent, except in cases of a force majeure.
Connecting voyage will be posted three days before cargo arrives at a transshipment port. The resulting transshipment will be posted one day after cargo's departure from that port. Cargo transshipped at a transshipment port will be set normally within seven days, and no later than 14.
It will be standard that arrival notices will be delivered one day before the cargo arrives.
As to counter service, customers can expect procedures will be completed within 15 minutes at a service counter. Invoice disputes are to be resolved within five working days and commercial disputes to clear up misunderstandings are to be resolved within seven working days, with complaint resolution accomplished in five working days.
Cosco Shipping Lines' special email and hot line will facilitate transactions with customers worldwide, said the company statement. Through an official "wechat" platform and website, customers can make inquiries about schedules, location of cargo and make comments, give suggestions or lodge complaints, it said.
The implementation of "Nine Service Standards" is supported by the company's 304 ships with a carrying capacity of 1.61 million TEU.
The network that covers 76 countries and 242 ports and provides door-to-door transport solutions for customers.
The release of "Nine Service Standards" not only highlights Cosco Shipping Lines' principle of "Service Creates Value", but also illustrates its customer-centred strategy.
"The implementation of "Nine Service Standards" is nothing but a beginning. With the ongoing integration, the company will continue to optimise the resources distribution, innovate the service mode, improve customer experience and strive to build first-class brand of shipping enterprise with global competitiveness," said the company statement.