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.