CUSTOMER SERVICE IN LOGISTICS

CUSTOMER SERVICE IN LOGISTICS

STUDENTS: Paola Aguirre

Stephanie Carriel Aldo Cedeño

Mario Pacheco Cristhian Ojeda

LOGISTICS AND DISTRIBUTION IIGrade:8

LECTURER: Msc. Max Galarza

BACKGROUND

CUSTOMER – DELIVERY DESTINATION

Internal customers: distribution warehouse is an internal customer for

last production point.

External customer: different organization or individual which takes the ownership, undertake risks or adds value by making

goods available at the place of final.

CUSTOMER SERVICE

Process between buyer, seller, and a third party.

INTRODUCTION

Customer service is generally presumed to be the means by which companies attempt to differentiate their product, keep customer loyal, increase sales and improve profits.

In other words, Customer service is a series of activities designed to enhance the level of customer satisfaction.

ELEMENTS OF CUSTOMER SERVICEPre-transaction

Elements: Customer service factors

that arise prior to the actual transaction taking

place.

Transaction Elements: Directly related to the

physical transaction and are those that are most commonly concerned

with logistic.

Post-transaction Elements:

These involve those elements that occur

after the delivery has taken place.

MOST IMPORTANT CUSTOMER SERVICE ELEMENTS

On-time delivery

Order fill rate

Product condition

Accurate documentation

FEATURES OF CUSTOMER SERVICEStrategic process for providing value-added services to the customers .

Ensures trade-offs between cost and service .

Brings harmonious relationship between supply chain members .

Keeps customer happy and loyal.

Brings about competitive advantage to the market place, increases sales, and improves profits.

MULTIFUNCTIONAL DIMENSIONS OF CUSTOMER SERVICE

FLEXIBILITY• The ability to recognize and

respond to a customer changing needs.

COMMUNICATIONS• Easy of order taking, and

requeries response.

TIME• Usually order fulfilment

cycle time.

DEPENDABILITY• Guaranteed fixed delivery

times of accurate, undamaged orders.

STEPS TO FOLLOWS IN DETERMINING THE SERVICE

STANDARDS 1. Understanding the customer’s business 2. Understanding who represents the customer 3. Asking the representatives to express their

requirements

• Is a measure of the extent to which the customer is experiencing the level of service that he or she is expecting.

• Is the match between what the customer expects and what the customer experiences.

MODELS OF SERVICE QUALITY

The new reality has become provide customers with access to goods offered

at the lowest possible price, corresponding to their needs and having

the most attractive package of accompanying services. This package

include: the quality of customer service and execution speed of the contract. Cannot be also forgetting about the

quality of offered goods that should not raise any objections.

CONCLUSION

REFERENCES http://feaa.ucv.ro/annals/v1_2012/EVMM-5.pdf

http://web.itu.edu.tr/kabak/dersler/MHN521E/pdf/LM_w07_customer_service.pdf

http://logistics.about.com/od/forsmallbusinesses/a/Customer-Service.htm

http://www.inboundlogistics.com/cms/article/customer-service-its-the-thought-that-counts/

http://www.logforum.net/pdf/6_1_2_10.pdf