Supply Chain

Management
BS-ENTREPRENEURSHIP 3A
Table of Content
Customer Components of Level of Customer
Service and Customer Service Service
Logistics

Importance of Two conceptual

Customer Service models of service
quality
 Customer Service
Customer service is the support you offer your customers both before and after
they buy and use your products or services that helps them have an easy and
enjoyable experience with you. Offering amazing customer service is important if
you want to retain customers and grow your business.
 Logistics
Logistics refers to the overall process of managing
how resources are acquired, stored, and
transported to their final destination. Logistics
management involves identifying prospective
distributors and suppliers and determining their
effectiveness and accessibility.
Importance of Customer
Service
Customer Brand
Satisfaction Reputation

Resolution
Issues
 The main components of
Customer Service
In order of importance
Complaint-handling-Effective service recovery requires thoughtful procedures for
resolving problems and handling disgruntled customers.
Resolution of queries- AKA FIRST CALL RESOLUTION (FCR) ability of customer service
representatives to resolve a customer's issue or query on the first interaction.
Customized information (to customers)-AKA Personalized service: is providing customer
experiences that are tailored to the consumer's individual needs and preferences.
 Two Conceptual Models of
Service Quality
SERVQUAL RATER
Is a tool to check how well a service meets
what customers expect. It looks at things like
Is an easy-to-understand and
how reliable the service is, how responsive the
straightforward framework:
staff are, and if the service is friendly and
responsiveness, empathy, tangibles,
caring. The goal is to find and fix any gaps
between what customers want and what they assurance, and reliability.
actually get.
4 Levels of Customer
Service
1. Unsatisfactory

2. Meeting customer expectations

3. Exceptional customer service

4. Exceeding customer expectations

 Measuring Customer
Service

The top customer service metrics you should measure are:

1.Customer Satisfaction (CSAT)
2. Customer Effort Score (CES)
3. Net Promoter Score (NPS)
 GROUP 2

PRESENTED BY:

Cantre, Geocaniga, Go, Tayao,

Shirylen Cristel Marie Reca Mae Charmie
 Thank
You!
GROUP 2 PRESENTATION

BS-ENTREPRENEURSHIP 3A