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    Customer Service Final

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    hetal89
    The document discusses customer service and logistics. It outlines the importance of customer service, factors that affect customer perception of service quality, and gaps between perceived and actual service. It also describes transaction phases, customer service attributes related to distribution and trading, standards for a perfect order, causes of order failures, value-added logistical services, zero defect services, and typical value added logistical services.

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    Customer Service Final

    Uploaded by

    hetal89
    20 views23 pages
    The document discusses customer service and logistics. It outlines the importance of customer service, factors that affect customer perception of service quality, and gaps between perceived and actual service. It also describes transaction phases, customer service attributes related to distribution and trading, standards for a perfect order, causes of order failures, value-added logistical services, zero defect services, and typical value added logistical services.

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    The document discusses customer service and logistics. It outlines the importance of customer service, factors that affect customer perception of service quality, and gaps between perceived and actual service. It also describes transaction phases, customer service attributes related to distribution and trading, standards for a perfect order, causes of order failures, value-added logistical services, zero defect services, and typical value added logistical services.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    20 views23 pages

    Customer Service Final

    Uploaded by

    hetal89
    The document discusses customer service and logistics. It outlines the importance of customer service, factors that affect customer perception of service quality, and gaps between perceived and actual service. It also describes transaction phases, customer service attributes related to distribution and trading, standards for a perfect order, causes of order failures, value-added logistical services, zero defect services, and typical value added logistical services.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 23

    CUSTOMER SERVICE

    LOGISTICS

    Group members

    Name: HETAL AMITA RIMA PAVITHRA SHREYA SAGAR

    roll no: 10 20 30 40 50 60

    INTRODUCTION
    Customer services is a set of activities & programmes designed & implemented by a business firm to make the buying experience more rewarding.

    IMPORTANCE OF CUSTOMER SERVICE: Measures effectiveness of integrated logistics Improved Customer service makes business grow Makes customers loyal, partnerships & added value can lock up the customers Provides edge in competitive business

    Factors that affect customer perception of service quality: Competency Reliability Responsiveness Transaction security Trustworthiness Access

    The firm needs to bridge service gaps [between the perceived & the actual] to improve customer satisfaction with their services. These gaps may rise due to the following: Communication Standards adopted Service Delivery Customer Knowledge

    Transaction Phases

    Customer service policy statement in written form. Organization building.

    Structuring the service.


    Customer education. System design.

    Order fulfillment reliability.

    Delivery consistency.
    Order convenience. Order postponement. Product substitute.

    Order status information.

    Customer complaints ,claims , returns.


    Product installation, commissioning. Customer education and training

    Customer service attributes

    Distribution aspects

    Trading aspects

    Distribution aspects
    Order process time Delivery consistency Delivery frequency Stock availability

    Trading aspects
    Credit facility Stock financing Service support Handling convenience

    Perfect order represents ideal performance. It measures: 1. Order entry 2. Credit clearance 3. Inventory availability 4. Accurate availability 5. On time delivery 6. Correct invoicing 7. Payment without deduction

    The perfect order represents following standards:


    Complete delivery of all items requested Delivery as required Complete documentation Faultless installation

    Perfect order buster or causes of failure


    Order entry error Inability of shipment order Late shipment Late arrival Damaged shipment Invoicing error Error in payment processing

    VALUE ADDED LOGISTICAL SERVICES


    Basic purpose of Customer service-delivering VALUE FOR Tangible products to add value Intangibles like after sales service provided e.g. The Ambiance in Star Hotel is Supported by the Presence Tangibles that speak about the quality of services.

    Treat all customers equally

    ZERO DEFECT SERVICES

    Gearing up of Business Process for perfect operational performance. scope for error is eliminated

    TYPICAL VALUE ADDED LOGISTICAL SERVICES


    The typical value added services extended by logistics service provider are. 1. Customize transportation (Vehicles, Perishables) 2. Payment collective on delivery. 3. Price marketing and labeling. 4. Product mixing and packaging (for co-promotional schemes of two product from two different companies) 5. Cross-docking (product storage for not more than 48 hours in the warehouse) 6. Inventory management. 7. Web based consignment tracking and tracking 8. Frequently delivers in small lots. 9. Reserve logistics.

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