chapter 2

28問 • 2年前

問題一覧

as a complex of activities involving all areas of the business which combine to deliver and invoice the company's product in a fashion that is perceived as satisfactory by the customer and which advances the company's objectives

customer service -Lalonde Bernard J.

plays a major role in delivering customer service

physical distribution

element of customer service and logistics

order delivery cycle time, reliability of inventory, consistency and frequency in delivery

elements of pre transaction

customer service policy, accessibility, building the organization, structuring the service, educating the customer, system design and flexibility

elements of transaction phase

reliability of order fulfillment, order convenience, order postponement, consistency of delivery, product substitute

elements of post transaction phase

information of order status, customer complaints ,claims, and returns, product installation, commissioning and technical strags, customer awareness and training

it is necessary for the seller to train and educate the user regarding its operation

customer awareness and training

part of the sales service ,as complex products may sometimes develop technical snags during the warranty period

product installation, commissioning and technical snags

sellers responsibilities will not be over the product is dispatched to client . the products damage during transit are the product may not be according to the functional requirements of the customers

customer complaints, claims and returns

in b2b transactions and e-commerce , customer after payment of part value sometimes full value of the product as an advance request feed back on the status of the shipment on a continuous basis.

information of order status

there may be some situation in which the product order cannot be shipped due to a certain manufacturing our quality problems. the seller can offer a substitute product and honor this commitment

product substitute

delivery consistency of repeat orders is important

consistency of delivery

phases where customers satisfaction and building up a long term relationship with the customer are involved. involves commitment of resources to offer the desired level of service.

post transaction phase

customer may postpone and entire are some parts of it. this means customer has to reschedule his requirements

order postponement

the ease with which customer can place an order

order convenience

the agreed time frame and also with respect to the quantity and quality other material ordered.

reliability of order fulfillment

the customer service is associated with the routine task, which have to be perform in the logistics supply chain . involved in performance of the logistic functions , availability of product, order cycle time ,and reliability of delivery

transaction phase

the adaptability of the service delivery system to meet a particular customer need is essential

system design and flexibility

this is important because this can reduce the customer complaints on delivery of products, their operations and maintenance

educating the customer

the expectation of customers, the industry standards ,and the standards of service the frame with like to maintain influence the basic structure of ami services

structuring the service

sellers responsibilities will not be over you once the product is dispatch to client

customer complaints claims & returns

service standards for the company

customer service policy

refers to the ease with which customers can connect the firm

accessibility

other factors

transmission of order collection, frequency of visit of salesman to customers, invoicing in collection system, communications level between customers and suppliers

is the physical delivery of the product

order delivery cycle time

when a specific item is out of stock which is interpreted as a loss of sale if end if this stats out condition take place frequently this will influence the customer service levels

reliability of inventory

ensure the maintenance of the same or similar delivery . over a period of time to deliver material to the customers

consistency and frequency in delivery

the reporting structure, delegate authority and also allocate this possibility

structuring the service

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Jennie Rose Carpo · 24問 · 2年前

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