Professional Documents
Culture Documents
PSTS
JFM 2009
ISSUE 9
Raising the bar to challenge oneself is more exciting than achieving the standards set by
another. Had music composer A R Rahman settled for being best-in class,
today an Oscar Award would not have come his way and brought music to our ears!!
Lets get inspired and push the limits to look beyond that meet our mind's eye!
1.
Act quickly: If the complaint is made during service delivery, time is of the essence to achieve a
full recovery. When complaints are made after the fact, respond within 24 hours or sooner. Even when W ^:jwjh J full resolution is likely to
take longer, fast acknowledgement is very important.
^
2.
Admit mistakes, but don't be defensive: Acting defensively may suggest that the company has L flL 1 something to hide or is
reluctant to fully explore the situation.
3.
Show that you understand the problem from each customer's point of view: Seeing situations through
the customers' eyes is the only way to understand what they think has gone wrong and why they are upset. One
should avoid jumping into conclusions with one's own interpretations.
4.
Don't argue with the customers: The goal should be to gather facts to reach a mutually acceptable solution, not to win a debate
or prove that the customer is an idiot. Arguing gets in the way of listening and seldom diffuses anger.
5.
Acknowledge the customer's feelings, either tacitly or explicitly (for example," I can understand why you' re upset"). This action
helps to build rapport, the first step in rebuilding a bruised relationship.
6.
Give customers the benefit of the doubt. Not all customers are truthful, and all complaints are justified. But customers should be
treated as though they have a valid complaint until clear evidence to the contrary emerges.
7.
Clarify the steps needed to solve the problem.. When instant solutions aren't possible, telling customers how the company plans
to proceed shows that corrective action is being taken. It also sets expectations about the time involved, so companies should be careful not
to over compromise!
8.
Keep customers informed of progress. Nobody likes being left in the dark. Uncertainty breeds anxiety and stress. People tend to
be more accepting disruptions if they know what is going on and receive periodic progress reports.
9.
Consider compensation: When customers do not receive the service outcomes, they have paid for or have suffered serious
inconvenience and/or loss of time and money because the service failed, either a monetary payment or an offer of equivalent service in kind
is appropriate.
10.
Persevere to regain customer goodwill: When customers have been disappointed, one of the biggest challenges is to restore their
confidence and preserve the relationship for the future. Truly exceptional recovery efforts can be extremely effective in building loyalty and
referrals.
Courtesy: Services Marketing - People, Technology, Strategy by Christopher Lovelock,Jochen Wirtz and Jayanta
Chatteijee
Happenings - Chennai
Seen Here: Mr.Ganesh Ram, JMD emphasizing the importance of spending quality
115
Seen Here: Mr. Kasi Raman, Company Secretary conducting the AGM proceedings. Seated
from I to r: Mr.Chandrasekar, External Director, Mr.T.Udayasankar, CMD, Mr.T.Velsankar,
Happenings - Tuticorin
Family Day celebration @ PSTS
A get together of PSTS employees and management, a brief speech by Mr.T.Udayasankar, CMD and
Mr.T.Velsankar, JMD followed by a sumptuous lunch for all marked the family day celebrations this
Showcase
oofcjng
Celebrations
Capricorn
December 22 -January 19
F. Theresintha Shibathini
Nagarajan
K.Geetha
L.Pitchumani
06-01 S.
06-01
06-01
07-01
A. Pandian
11-01
V.Indhumathi
13-01
I.Ramakrishnan
15-01
T.Samuel Kamaraj 15-01
B.
Kand
aswamy
19-01
Pisces
February 19 -March 20
-.to
A. Paulraj
A. Kowsalya Devi
T. Velsankar
R.S. Kandasamy
P.Vetri Vendramani
P. Balakumar
23-02
04-03
06-03
08-03
09-03
10-03
January
J.Anto
07th
P.V.Sharma
19th
G.Arul Doss
21st
R. Jim Reeves
24th
B.Dayala Prabhu 26th
M.S.Subban
27th
R.S. Kandasamy
01st
Nallasivam
01st
C. Roseline
01st
S. Rajeswari
01st
S. Samraj Thomas 04th
G. Balasubramanian 04th
S. Nagarajan 04th A.
K. Pushparaj
11-03
A.Narayanan
14-03
R.A. Bosco
18-03
E. Allen Edger
20-03
N. Sanesan
20-03
P. Sankar
20-03
Mariasiluvai Siverstone 20-03
Aquarius
January 20 -February 18
S.Ravi Kumar
21-01
J.Anto
22-01
M. Palavesa muthuvel 25-01 S.
Ravichandran
29-01
B.Sajapathy
31-01
Mehana Satish Kumar 02-02
Aries
March 21 -March 30
V.Chandrasekaran
24-03
P. Narayanan
28-03
S.Sabapathy
30-03
6. Jebasingh Thangamani 31-03
February
Sankararameswaran 11th
S. Christopher Alex 12th
A.
Nan
nan
14th
T. Jeyaseelan 15th
B.
Kishore
Kumar
15th
V.Chandrasekaran 16th
Parthiban
02nd
M. Ravikumar
02nd
S.Radhakrishnan 03rd A.
Veeramani
10th
K.P.Nagoor
Mohideen
22nd A.Sudhan
31st
P. Muthuraman
R. Paul Sudakaran
P. Sutharsan
M. Shanmugalakshmi
Solaiappan
M.Kumararaman
D.G.Jayachandran
March
02-02
06-02
12-02
12-02
12-02
14-02
14-02
Knowledgescape
Shipping terms - Compiled by L. Pichumani, Deputy Manager, PSTSL-Chennai
Free On Board
Free in & out
Liner in / liner out
Liner in / free out
Free in / liner out
Ocean freight
Bill of lading
Mate's receipt
Motor vessel
Length over all
Breadth of a vessel
Gross registered tonnage
Net registered tonnage
Dead weight
Expected time of arrival
Expected time of berthing
Expected time of completion
Expected time of departure
Outer anchorage
Disbursement account
Provisional disbursement account
Depature disbursement account
Final disbursement account
Port of discharge
Port of loading
Statement of facts
Export general manifest
Import general manifest
Pilot on board
Safe working load
Notice of arrival
Notice of readiness
Time charter
Voyage charter
Long term charter
Additional berth hire
Indian light house(dues)
Port health officer
Port state control
Marine gas oil
Fuel oil
Diesel oil
Fresh water
Summer draught
Winter draught
Tropical draught
Forepart
Afterpart
Remaining on board
Lower hold
Lower tweendeck
Upper tween deck
International ship and port facility security
Lloyds register of shipping
Indian registry of shipping
Bureau of immigration
Same bottom cargo
TOB
ISM
GA
IMO
RORO
LOLO
SBE
F WE
BOSP
EOSP
CQD
CTM
AGW
WP
WWD
KNOTS
GPS
Total on board
International saftey management
General average
International maritime organisation
Roll on / roll off
Load on / load off
Stand by engine
Finished with engine
Beginning of sea passage
End of sea passage
Customary quay despatch
Cash to master
All goes well / at god's will
Weather permits
Weather working day
Nautical miles (speed of the vessel)
Global positioning system
Related to cargo
CI
CIF
EA
IA
OOG
ODC
STC
DO
DC
LC
LOI
DG
CAN
PNR
GR
GRI
LB
DB
FCL
LCL
GP
OT
HD
FR
RF
cpy
CT
CTB
REPO
BAF
CAF
THC
PSS
PCS
GRI
LOLO
Cost n Insurance
Cost insurance n freight
Export application
Import application
Out of gauge
Over dimentional cargo
Said to contain
Delivery order
Delivery challan
Letter of credit
Letter of indemnity
Dangerous goods
Cargo arrival notice
Public notice for removal of goods
Guaranteed remittance
Generalised system of preferences
Liquid bulk
Dry bulk
Related to container
Full Container Load
Less container load
General purpose(container)
Open top
Heavy duty
Flat rack A
Reefer Q
Container parking yard
Container terminal
Container terminal berth
Repositioning
Bunker adjustment factor
Currency adjustment factor
Terminal handling charges
Peak season surcharge
Port congestion surcharge
General rate increase
Lift on / lift off
**
Conduct a stationary audit at your desk. You will probably be surprised how much you find. Any
surplus items can be
Email; info@psts.in
PSTS Foundation:
PSTS Logistics Pvt. Ltd Chennai PSTS - CFS
(A strategic alliance between PHLS & The Vikasa School, Tuticorin
PSTS Heavy Lift & Shift Ltd
Central Warehousing Corporation)
Sundaram's Smile Play School, Tuticorin
PSTS Industrial Training School, Chennai