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    Logistics - Supply Chain Customer Service

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    Rakesh314
    Customer service plays an important role in generating revenue for organizations. It can be provided by employees or automated means to enhance customer satisfaction. Poor customer service can destroy trust, while good service builds loyalty and repeat business. The key aspects of customer service include fulfilling orders, meeting or exceeding expectations, understanding customer needs, and reliability. Customer service must get the basics right every time through effective strategies, operations, and elements at each stage of the customer journey.

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    Logistics - Supply Chain Customer Service

    Uploaded by

    Rakesh314
    33 views9 pages
    Customer service plays an important role in generating revenue for organizations. It can be provided by employees or automated means to enhance customer satisfaction. Poor customer service can destroy trust, while good service builds loyalty and repeat business. The key aspects of customer service include fulfilling orders, meeting or exceeding expectations, understanding customer needs, and reliability. Customer service must get the basics right every time through effective strategies, operations, and elements at each stage of the customer journey.

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    36170345-Logistics-–-Supply-Chain-Customer-Service

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    Customer service plays an important role in generating revenue for organizations. It can be provided by employees or automated means to enhance customer satisfaction. Poor customer service can destroy trust, while good service builds loyalty and repeat business. The key aspects of customer service include fulfilling orders, meeting or exceeding expectations, understanding customer needs, and reliability. Customer service must get the basics right every time through effective strategies, operations, and elements at each stage of the customer journey.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    33 views9 pages

    Logistics - Supply Chain Customer Service

    Uploaded by

    Rakesh314
    Customer service plays an important role in generating revenue for organizations. It can be provided by employees or automated means to enhance customer satisfaction. Poor customer service can destroy trust, while good service builds loyalty and repeat business. The key aspects of customer service include fulfilling orders, meeting or exceeding expectations, understanding customer needs, and reliability. Customer service must get the basics right every time through effective strategies, operations, and elements at each stage of the customer journey.

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    Download as ppt, pdf, or txt
    of 9

    Logistics

    Logistics –– Supply
    Supply Chain
    Chain
    Customer
    Customer Service.
    Service.

    Mani Garg.
    Kurvan Dubey.

    1
    Our customers are not

    2
    Customer service is not…

    3
    Customer service
    • Customer service is a series of activities designed to enhance the level
    of customer satisfaction – that is, the feeling that a product or service
    has met the customer expectation.

    • Customer service may be provided by a person (e.g., sales and service


    representative), or by automated means called self-service. 

    • Customer service is normally an integral part of a company’s customer


    value proposition. In the book Rules to Break and Laws to Follow, Don
    Peppers and Martha Rogers, Ph.D. write that "customers have
    memories. They will remember you, whether you remember them or
    not." Further, "customer trust can be destroyed at once by a major
    service problem, or it can be undermined one day at a time, with a
    thousand small demonstrations of incompetence.

    • From the point of view of an overall sales process engineering effort,


    customer service plays an important role in an organization's ability to
    generate income and revenue

    4
    CS has been referred to as the Fulfillment
    Process:
    The entire process of filling the customer’s
    orders. This process includes the receipt of
    the order, managing the payment, picking and
    packing the goods, shipping the package ,
    delivering the package, providing customer
    service for the end user and handling the
    possible return of the goods.

    5
    What is customer service

    Exceed
    CS Operation customer’s
    expectations …
    CS Business In chosen areas …
    planning Consistently … every time

    • Exceed
    • customer’s expectations …
    • In a few areas …Consistently
    CS Strategy
    … every time
    Get the basics right … every time
    UNDERSTAND what your customer wants …
    And what you can give them

    6
    Ritz Carlton
    Customer Service Excellence
    • Malcolm Baldrige
    Award twice
    – more than any
    other service
    division entrant

    • 4th strongest brand


    in the world
    • 51% of guests are
    repeat guests

    7
    Customer Service
    Elements:
    • Pretransaction elements.
    • Transaction elements.
    • Postransaction elements.

    8
    Basic service capability.
    • Availability
    – Stock out frequency
    – Fill rate
    – Orders shipped complete
    • Operational Performance
    – Speed
    – Consistency
    – Flexibility
    – recovery
    • Reliability
    – Measurement variables
    – Measurement units
    – Measurement base

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