1. HANDLING CORPORATE CLIENTS
Prepared by Training team

2. HERE ARE SOME OF THE LBC CORPORATE CLIENTS
Forwarding Companies
Health and Pharmaceuticals
Online Shopping
BPO
Educational Institutions
Banking and Financial Institutions
DeathCare
Food Industry

3. WHY SHOULD WE TREAT AND SERVE THEM WELL?
“Time is important to them and their deadlines depend on us.”
“Like us, they are professionals who take pride in their work.”
Because they simply…
“They are our business partners towards success!”
“If we take good care of them, they will do the same for us.”
“…bring in more revenues due to volume of transactions.”

4. WHY SHOULD WE TREAT AND SERVE THEM WELL?
If we do not improve ourselves…
We might end up like this…
Warren Edward Buffett is an American business magnate, investor and philanthropist. He was the most successful investor of the 20th century. Buffett is the chairman, CEO and largest shareholder of Berkshire Hathaway,[4] and consistently ranked among the world's wealthiest people.

5. HOW SHOULD WE APPROACH OUR CORPORATE CLIENTS?
“With ACTIVE LISTENING”
“With PROFESSIONALISM”
“With EMPATHY”
“With CONSISTENT FOLLOW-THROUGH”
Do what was promised
“With RAPPORT”
Highlight common interest and establish mutual feeling of friendliness
“With HONESTY”
It develops TRUST
Secures future relationships
“With RESPECT!”
Ask relevant questions
Go the extra mile
Treat them like a King or a Queen
Think “win-win”
“With PROPER COMMUNICATION”
“With TIMELY UPDATE”

6. PROPER HOLD PROCEDURE
If processing the customer’s query would take time, you may put the call on-hold.
Ask for permission
State the reason and holding time
Wait for acknowledgement
Press the “Hold” button
Say “thank you” when you get back on the line

7. LBC SPECIALIZED CORPORATE SYSTEM (SCS)
Process flow for pick-up
Customers books to CS
Dispatcher sends pick up details to Trucker thru SMS
Truck proceeds to pick up address upon receipt of booking
Booking
Inspect cargo & shipper fills out the Bill of Lading
Courier to measure the cargo and computes the freight charges if prepaid
Collects payment if Prepaid and issues OR
End
Loads cargo into the van & leaves customer’s premises
Courier fills out shipment pick up sheet

8. CALL FLOW FOR BOOKING TRANSACTION
Request for Pickup / Delivery
Step 1: Get the company name
Step 2: Search the customer’s record in the online booking application
Step 3: Confirmation of record by checking if the address and contact number matches with the customer
Step 4: Always verify first if the shipment is via AIR or SEA
Step 5: Get the preferred date of pick-up / delivery of supplies; ensure to follow the availability of schedule and cut-off time of 1pm
For delivery of supplies, TAT is 2 days
Step 6: Identify the shipment (if document, parcel, or box), its quantity and the needed receptacle (if pouch or box)
Customers may use their own preferred box – odd size
Take note of the special instructions if any
If air cargo, follow the whichever is higher rule; get the dimensions of box and its actual weight
If sea cargo, get the dimensions of the box
Step 7: Identify the delivery mode and payment mode
Delivery mode: Door to Door, Door to Pier, Pier to Pier, Pier to Door
Payment mode: Prepaid, Freight collect, Collect shipper, Collect consignee
Step 8: Do a recap of booking details to ensure that everything is accurate and complete
Step 9: Give the booking ID number as reference

9. IMPORTANT REMINDERS FOR BOOKING
If village fee is required before our team can enter the area, the customer has to settle it in advance to avoid inconvenience and delay of pick-up
Shipment is subject for inspection, thus, the customer must not seal the box yet
Always advise the customer to properly declare the items to be shipped
Advise that the pick-up team may recommend if the item is for crating (sea cargo)
Check the address of the consignee (destination) to determine if ODZ or not
If ODZ, advise the customer that the shipment will be for pick-up
If area is serviceable, advise the delivery lead time
For FCL booking, the cut-off for next day pick up is 12nn
International outbound shipments should only be 10 pieces per consignee with each kind having 2 pieces only

10. AIR FREIGHT

11. AVSS - Airvelop Super Size
AIR FREIGHT
TDC - TIMED DELIVERY CONTRACT
Any “mail-permissible” matter or document without commercial value for delivery within 24 hours.
Documents only
No declared value
AVSS - Airvelop Super Size
(12x18 inches)
Maximum of 3 kg.
AVXL - Airvelop XL
(9.5x14 inches)
Maximum of 1 kg.
AVR – Airvelop Regular
(6.5x11 inches)

12. AIR FREIGHT CTDC – COMMERCIAL TIMED DELIVERY CONTRACT
Any “mail-permissible” shipment with commercial value declared by the shipper or documents beyond 3 kilos for delivery within 24 hours.
With declared value
TPL - Transpack Large
(12 x 18 x 1.75)
Maximum
of 3 kg.
TPS - Transpack Small
(9.5 x 14 x 1.75)
Maximum
of 1 kg.

13. "Must fit inside the readymade LBC Carton Box."
AIR FREIGHT
CTDC – COMMERCIAL TIMED DELIVERY CONTRACT
Transpack Day1 (TPD1)
BOX NAME
BOX SIZE
MINIMUM WEIGHT
MAX WEIGHT
KILO BOX SMALL
12x10x5 inches
3kg
5kg
KILO BIX MEDIUM
14x10.5x7 inches
10kg
KILO BOX LARGE
18x12x9 inches
15kg
KILO BOX EXTRA LARGE
20x16x12 inches
20kg
25kg
"Must fit inside the readymade LBC Carton Box."

14. AIR FREIGHT CTDC – COMMERCIAL TIMED DELIVERY CONTRACT Day 1 rate
For customers who want to use their own box.
Note:
Freight Charges are based on chargeable weight, whichever is higher, volumetric or actual weight.
Chargeable weight is rounded up to nearest kilo.
Formula:
Length in cm x Width in cm x Height in cm / 3,500
3,500 is constant
Example:
36cm x 36cm x 36cm / 3,500 = Volume weight
Round up = 14 kg.

15. Valuation Charge Table
AIR FREIGHT
CTDC – COMMERCIAL TIMED DELIVERY CONTRACT
Valuation Charge Table

16. SEA FREIGHT

17. SEA CARGO LCL BRANCH ACCEPTANCE PROCESS

18. MOBILE LCL SEA CARGO ACCEPTANCE

19. MOBILE CARGO STATION (LCL acceptance in mobile truck)
There are 3 areas where trucks are stationed to accept LCL Sea cargos:
BACLARAN
stationed at Russel Ave. St.,
(beside Bagong milenyo Plaza)
DIVISORIA
stationed at Soler St., Divisoria, Manila
(beside 999 mall)
BAMBANG

20. SEA FREIGHT JARGON STUFFING – loading of cargo inside the container
STRIPPING – unloading of cargo from the container
HUSTLING – Inter-pier movement of a container
OVERLANDED – container which is discharged at the port past its destination
SHORTLANDED – container/cargo which is discharged at a port before it reaches the destination
SHUT-OUT – containers included in the load list of the carrier, but are not loaded due to equipment breakdown, technical problem, etc.
INTERPORT – shipment of cargoes from branch to another branch than Manila
TRANSSHIPMENT – shipment of cargoes pass through a hub port and then forwarded to ultimate destination port

21. SEA FREIGHT JARGON
CONTAINER – A box typically 10 to 40 feet long, which is primarily used for sea freight shipments
TEU – Twenty Equivalent Unit, 1 TEU = 20ft, 28 cbm capacity
FEU – Forty Equivalent Unit, 2 TEU= 40ft, cbm capacity
XEU – Ten Equivalent Unit, .5 TEU= 10ft, 14 cbm capacity
SOC – Shippers Own Container
COC – Carrier Own Container
FCL – Full Container Load; A shipment that maximizes a container to its full payload or capacity
LCL – Less than Container Load; a shipment that is not large enough to fill a standard container

22. SEA FREIGHT JARGON
MODE OF SERVICE – An agreement between the shipper/consignee and the carrier for which the cargo will be accepted and delivered
Pier to Pier – Shipper delivers cargo to pier, Consignee retrieves cargo at the pier
Pier to Door – Shipper delivers cargo to pier, Carrier delivers cargo to consignee’s premises
Door to Pier – Carrier picks up cargo at Shipper’s premises, Consignee retrieves cargoes at the pier
Door to Door – Carrier picks up cargo at Shipper’s premises, Carrier delivers cargo to consignee’s premises

23. SEA FREIGHT JARGON
MODE OF PAYMENT – An agreement between the shipper/consignee and the carrier for which the service/s rendered will be paid.
Shipper or consignee has the option to pay using the following payment modes:
Prepaid (PP) – Payments made at origin
Freight Collect (FC) – Payments made at the destination upon release of cargo
Collect Shipper (CS) – Payments made by on-account shipper
Collect Consignee (CC) – Payments made by on-account consignee

24. GETTING THE DIMENSION OF A CARGOW L H
L(cm) x W(cm) x H(cm) x 1 pallet
Include the pallet on getting the dimension
How to compute for the volume?
CBM = (L x W x H) / 1,000,000 H L W

25. Starting October 2014 Rate Table
SEA RATE MATRIX
Starting October 2014 Rate Table
Pick up fee
500
per cbm (min 1 cbm)
Delivery fee
Crating fee
550
per cbm
Storage fee
200
per cbm per day (after 72 hours)
Freight collect fee
100
per transaction
Rate per cbm
Fm MNL
LZN1
LZN2
LZN3
CEB (Cebu)
1750
3100
4250
5750
BCD (Bacolod)
ILO (Iloilo)
TAC (Tacloban)
1950
3300
4450
5950
DGT (Dumaguete)
PPS (Palawan)
OMC (ORMOC)
CGY (Cagayan)
2050
3400
4550
6050
BXU (Butuan)
2250
3600
4750
6250
IGN (Iligan)
OZC (OZAMIS)
DVO (Davao)
2350
3700
4850
6350
GSC (Gensan)
ZAM (Zamboanga)
SUG (Surigao)
2650
4000
5150
6650
DPL (DIPOLOG)
PAG (PAGADIAN)
RXS (Roxas)
2850
4200
5350
6850
KLO (Kalibo)
ANT (Antique)
DUM (DUMAGUIT)
TAG (TAGBILARAN)
CBO (Cotabato)
3150
4500
5650
7150
MNL (MANILA)
LZN 1 (LUZON 1)
LZN 2 (LUZON 2)
LZN 3 (LUZON 3)
LUZ1 -   NORTH: Bulacan, Pampanga,
Tarlac, Bataan
SOUTH: Laguna, Cavite,
Batangas, Quezon
LUZ2 -   NORTH: Zambales, Olongapo,
Pangasinan,
La Union, Aurora, Ifugao, Ilocos,
Baguio, Benguet, Abra, Mountain
Province, Cagayan Valley,
Nueva Ecija, Nueva Vizcaya
SOUTH: Camarines Norte,
Camarines Sur, Albay, Sorsogon
LUZ3 -   SOUTH: Romblon, Mindoro,
Calapan, San Jose, Pinamalayan,
Catanduanes

26. DELIVERY LEAD TIME COMPUTATION
LEAD TIME = Delivery Date (Destination) – Transaction Date (Origin)
TARGETS:
VISAYAS Lead time within the city - 8 days from the acceptance date
MINDANAO Lead time within the city - 9 days from the acceptance date
VISAYAS Lead time for ODZ - 13 days from the acceptance date (plus 5 days from the regular lead time)
MINDANAO Lead time for ODZ - 14 days from the acceptance date (plus 5 days from the regular lead time)
PORTS with once a week sailing - 10 days from the acceptance date
(BXU,TAG,ZAM,SUG,OZC,DPL,DGT,PPS,CBO,PAG)
Date of Delivery for Pier deliveries – date when cargoes are available for release to consignee (stripping).
Date of Delivery for Door deliveries – date when cargoes are delivered to consignee at first attempt.
Acceptance Date is Day 0.
Sundays are included in the counting of lead time when it has already been accepted in Manila (cargo is planned for stuffing) or while in transit (cargo is loaded onto vessel until it reaches branch)
Sundays and Holidays are not included in the counting of lead time if it is the 8th day for door deliveries or pier deliveries. (e.g. VISAYAS Lead time within the city )

27. SAMPLE DELIVERY LEAD TIME COMPUTATION
VISAYAS Lead time within the city
(8 days from the acceptance date)
SUNDAY
MONDAY
TUESDAY
WEDNESDAY
THURSDAY
FRIDAY
SATURDAY
1 Accepted at LBC Branch
2 Day 01
3 Day 02
4 Day 03
5 Day 04
6 Day 05
7 Day 06
8 Day 07
9 Day 08 Delivery to consignee for Door Deliveries or
Turnover to consignee for Pier Deliveries 10 11 12 13 14 15 16 17 18

28. SAMPLE DELIVERY LEAD TIME COMPUTATION
VISAYAS Lead time within the city
(8 days from the acceptance date)
SUNDAY
MONDAY
TUESDAY
WEDNESDAY
THURSDAY
FRIDAY
SATURDAY 1 2 3 4
Accepted at LBC Branch
5 Day 01
6 Day 02
7 Day 03
8 Day 04
9 Day 05
10 Day 06
11 Day 07
12 SUNDAY
13 HOLIDAY
14 Day 08 Delivery to consignee for Door Deliveries or
Turnover to consignee for Pier Deliveries 15 16 17 18

29. DOCUMENTATION Sample AWB with Complete Details 1 2 3 10 11 12 13 4 5 89 6 7 14

30. DOCUMENTATION Sample Bill of Lading X X June 12,2013 Acromont Cebu
Php 2,000,000.00
CEBU
L. Espina Street, Brgy Quizon Mandaue Cebu City
Media Scape
Airlift Asia 105 Marcos Alvarez Avenue
Almanza Dos, Las Pinas City X X 50 1
300 4 6
----
366
Boxes
Box
Pouch
Crate
Pieces
Pallet
Roll
pieces
32x31x34x51
32x31x34x1
15x25x8x1
109x96x84x1 – H.Lift
84x64x95x1 – Block
90x64x95x1 – H.Lift
33x33x42x4
23x23x18x1
30x30x33x6
15x25x12x1
SD STB Homecast
Smart Card Top Tier
.75m Antenna Dish
Mount & Arm
LNB Sharp
RG6 cable wire
RG6 connectors
10 items per boxes
9 items
509 pcs
300 pcs
100 pcs
100 items per boxes
59 pcs
300 m per spool
918 pcs
3101 items
Shippers Signature
LBC Courier /Checker Signature

31. DOCUMENTATION Sample Official Receipt March 4 13 BL 1686225 P2967. 75
Juan Dela Cruz or RSSJ Customer
Pasay City
Pedro Dela Cruz P

32. PERMITS
All shipments that require permits will only be accepted if the legal documents are complete such as:
Non-Hazardous Dangerous Goods (eg. Empty oxygen tank, ink)
Coastguard clearance
Safety officers permit (ABOJEB)
Material Safety Data Sheet (MSDS)
Lumber/Rattan/Hardwood/ or any product derived there from
DENR clearance
Engine Shipments and Rolling Cargoes
O.R / C.R
Sales invoice
Cell phone and Accessories
Official Receipt / Invoice
VHS/VCD/DVD and Cassette Tapes of Commercial Quantity
Permit to transfer from Video Regulatory Board (VRB) or Philippine Association of Record Industry (PARI)
Process Meats
Quarantine Permit
Radio and Communication
Invoice
Permit to transport c/o National Telecommunication Commission (NTC)

33. LIST OF ITEMS FOR CRATING
Policy
1. “Must Crate” cargoes can be denied if the customer will not concur. 2. For “Optional Crate Cargoes”, the customer should sign the “Shipper’s Owner Risk Form” wherein LBC is not liable for any damage/s that will be incurred while cargo is in possession of LBC, should they refuse to crate their cargoes. 3. If the shipper refuses to sign the “Shipper’s Owner Risk Form”, the cargo will be denied. 4. The list of cargoes for crating may not all be inclusive. LBC’s authorized representatives may require crating for cargoes upon inspection due to fragility of packaging to prevent damages to shipper’s and other cargoes while in-transit.

34. LIST OF ITEMS FOR CRATING
Sample list of must crate items :
Bottled (Glass/Plastic) Products with liquid contents
Steel with sharp edges and irregular shapes
Engines, Machines, Motorcycles and Bicycles
Non-Hazardous Goods (in plastic pails, plastic bottles, tin cans, Styrofoam container) especially with liquid contents
Wines, Liquors and Beverages (e.g. Tetrapak)
Sample List of optional crating items:
Ceramic Tiles
Plywood
Non-flammable pressurized tanks (such as refrigerant, etc.)
Plastic wares (e.g. Orocan cabinet/drawers, plastic furniture)
GI Sheet (Flat/Corrugated)

35. LIST OF DANGEROUS GOODS
The following items are strictly prohibited and shall not be accepted for cargo transport:
Ammunitions and explosives
Any acid substance
Filled or empty gas tanks/LPG
Flammable items (Firecrackers/Lighters/Matches)
Compressed Flammable (Butane, Liquid Nitrogen, Highly Pressurized Oxygen, LPG, Ethanol, Gasoline)
Flammable Liquid (Paints and Thinner, Light Fuels, Matches, Fire lighters)
Illegal drugs
Mercury
Pressurized shipments
Rock salt
Contraband items/pirated CDs
Corrosive materials (Acids, Alkaline, Mercury, Wet cells Batteries)
Poisonous and infectious substances (pesticides, insecticides, weed killers, live virus materials)
Radioactive materials
Oxidizing materials (Bleaching powder, peroxides)
Other dangerous articles (Magnetized products)

36. LIST OF PROHIBITED ITEMS
The following items are strictly prohibited and shall not be accepted for cargo transport:
Alcoholic beverages
Animals, such as birds, fish, reptiles, dead animals or animals that has been mounted
Articles of unusual value, such as priceless art, jewelry, collectibles, and antiques
Cash, coins, stamps, negotiable stocks, bonds, bank drafts, cash letters, and other negotiable instruments equivalent to cash
Explosives and other toxic substances
Furs
Hazardous materials, hazardous waste, including, but not limited to used hypodermic needles, syringes or other medical wastes
Human or animal remains, corpses, organs, embryos, body parts or cremated or disinterred human remains
Lottery tickets and gambling devices
Plans, plant materials, seeds, including cut flowers
Pornographic materials
Tobacco, cigarettes, tobacco products
Any shipment, which is prohibited by law or regulations of government in the origin or destination