Customs Broker’s Professional Conduct

Course Overview

This course focuses on best practices for achieving high client satisfaction and effective communication in customs brokerage. Topics include service excellence, proactive shipment tracking, transaction checklists, and client communication strategies. Participants will also learn professional techniques for handling complaints, interacting with CBP and other agencies, and resolving transport issues. Ideal for customs brokers aiming to enhance client trust, operational efficiency, and regulatory compliance.

Describe the key customs broker success factors in achieving a high client satisfaction
Understand operational practices a customs broker firm should implement to help achieve high customer satisfaction
Explain why documented performance standards are important for a customs broker
Examine when and why a customs broker should use a transaction requirements checklist
Identify why proactive transaction progress tracking by a customs broker is important to client satisfaction
Determine why it is important for a customs broker to keep the importer well informed concerning shipment status
Name the five key client satisfaction do’s and dont’s (doing things “R.I.G.H.T.”)
Recognize the circumstances that require a customs broker to immediately communicate with a client
Clarify optional methods in which to communicate with a client
Learn how to convey an impression of professional competence and respect
Learn what you can and should do to prepare to properly handle complaint calls from irate customers and service providers
Describe what to do when an angry customer or other business caller uses foul language
Explain what your initial response should be when you receive a call from an angry person who verbally attacks you or accuses your company of causing a problem
Learn what you should do after you have patiently listened to a customer’s initial accusations and understand them
Understand the “Do’s” and “Don’ts” of handling irate or accusatory customers
Understand why the relationship between a customs officer and anyone transacting business with CBP is always a formal one
Recognize three optional dispositions of arriving international cargo and the typical involvement of a customs broker in each
Identify items of information a customs broker must ask of the importing carrier or breakbulk agent or determine from the transport document
Explain communication guidelines to use when trying to solve problems with transportation carriers
Describe communication guidelines to use when communicating with service providers other than transportation carriers
Describe practical guidelines for interacting with CBP officers and staff
Clarify what you should always do when communicating with a CBP officer or staff person
Recognize indicators that an inquiry from CBP is not routine and should be responded to only by a manager or the supervising licensed broker
Identify procedures for response to a BICE agent request for information or documents
List criteria a customs broker should follow when communicating with any USG agency involved in an import clearance

Services, fees, and financial arrangements managed by customs brokers, including disbursements, insurance, and trade terms.