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    Customer Service

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    Benita S Monica
    This document discusses customer service and its key components. It defines customer service as a process that takes place between a buyer, seller, and third party, adding value to the product or service exchanged. The document outlines that customer service has pre-transaction, transaction, and post-transaction components. It also discusses strategic customer service management and measuring customer service quality using a gap model.

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    Download as PPT, PDF, TXT or read online from Scribd

    Customer Service

    Uploaded by

    Benita S Monica
    167 views10 pages
    This document discusses customer service and its key components. It defines customer service as a process that takes place between a buyer, seller, and third party, adding value to the product or service exchanged. The document outlines that customer service has pre-transaction, transaction, and post-transaction components. It also discusses strategic customer service management and measuring customer service quality using a gap model.

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    This document discusses customer service and its key components. It defines customer service as a process that takes place between a buyer, seller, and third party, adding value to the product or service exchanged. The document outlines that customer service has pre-transaction, transaction, and post-transaction components. It also discusses strategic customer service management and measuring customer service quality using a gap model.

    Copyright:

    © All Rights Reserved
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    167 views10 pages

    Customer Service

    Uploaded by

    Benita S Monica
    This document discusses customer service and its key components. It defines customer service as a process that takes place between a buyer, seller, and third party, adding value to the product or service exchanged. The document outlines that customer service has pre-transaction, transaction, and post-transaction components. It also discusses strategic customer service management and measuring customer service quality using a gap model.

    Copyright:

    © All Rights Reserved
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    of 10

    Customer Service

    Introduction
    • Critical success factor

    • Customer satisfaction is a key to achieve success

    • Importance of logistics management

    • Date of manufacturing

    • Lack of product differentiation

    • Stock out situation

    • Customer rentention
    Concept

    • Who is the customer?

    • Customer service and its requirements differ from industry to industry

    Definition:

    Customer service is a process which takes place between the buyer, seller,
    and a third party. The process results in addition of value to the product or
    service exchanged. The process might be short term or long term.
    Features of customer services
    • It is a strategic process for providing value-added services to the
    customer.

    • It ensures trade of between cost and service

    • It keeps customer satisfied and loyal

    • It brings harmonious relationship between supply chain members

    • It increases sales and improves profit


    Components of customer service

    • Lalonde and Zinser (1976) categorised the components of customer


    service into three groups
    • Pre – transaction
    • Transaction
    • Post – transaction
    Pre – transaction components

    • Written statement of customer service policy

    • Organisational structure

    • Method of ordering

    • Order size constraints

    • Transactional elements
    Transaction components

    • Order cycle time • Delivery time

    • Order preparation • Condition of goods

    • Inventory availability • Order status information

    • Delivery alternatives • Stock out level


    Post – transaction components

    • Availability of spears

    • Call out time

    • Invoice procedure

    • Product tracing

    • Return policy

    • Customer complaints and procedures


    Strategic customer service management
    Corporate vision about
    customer service

    Present customer service


    strategy
    Prevailing
    Customer service needed service standard
    for product in industry
    Development of new
    service strategy Service
    expectation of
    Implementation of new customers
    service strategy

    Evaluation and appraisal


    for further development

    CSMC FCSS CC IIWC CFS


    Measurement of customer service
    • Gap model of service quality

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