We want to improve continuously, in order to help our current and potential new clients even better. It is not just our ISO- certificate, that tells the customer we value quality highly; it is the company’s vision held by all employees, that causes us to give the best of our-selves in service to the client. Quality has always been important within the Schenker group. Virtually all the branches in the countries where we are represented have gained a local ISO-certificate.

If things have not gone entirely according to the client’s wishes, and his expectations were not completely met, then we will still do our utmost to satisfy the client. We are in any case committed to continuous improvement. Good complaint management is necessary to do this, and this applies to any company, which takes quality seriously. The relationship with the customer is also very important to us. Through dialogue with the client, we seek the optimum solution for him. Since we want to know exactly what the customer expects of us, we can meet his wishes to the full. We are at the same time aware that wishes can change, and we want to anticipate and meet those changes in time through maintaining good customer contact. For this purpose, we have the necessary means and ability at our disposal to carry out virtually all of the tasks asked of us. Being a flexible company we do not avoid customer requests which would entail extra investment. Anything is considered to enable collaboration with the client.

However, satisfied clients are not always by definition faithful clients. The client considers it logical that a supplier should carry out a task properly. He has after all paid for it. We on the other hand want to make our clients enthusiastic. By doing more than is expected of us we differentiate ourselves from our competitors and in so doing build up a faithful clientele.