SERVICE TO EXCELLENCE
Service excellence starts from our team mindset to clearly communicate our promise to the customer, to perform at promise and deal effectively with possible changes, emerging problems and queries that may arise from exceptional circumstances. This process is documented at its every stage to provide control of operations, dedication to accomplishment and necessary information for assessment of customer satisfaction level.
Our quest for excellence is ongoing practice within policies assuming Compliance to Quality standards, Industry Best Practices, Environmental Responsibility and Ethical Business Conduct. We maintain AEO accreditation, Quality Management and Environmental Control systems ISO-9001:2008 and ISO-14001:2004, corporate Code of Business Ethics & Social Responsibility policy, IATA Cargo Agent status and accredited compliance to GDP (Good Distribution Practices) for transports under ambient or temperature control.
Measured outcomes of customer satisfaction level are communicated to our people and are regularly reviewed. Preventive and corrective actions are taken up where necessary and customer relationships come regularly to internal audit. A set of KPIs concerning effective service and customer satisfaction, together with customer responses to our Questionnaires serve as patterns for self-assessment of our performance.