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					   CUSTOMER SERVICE

-“Customer service is everybody's business”
                DEFINITION
• Customer Service is a process of providing
  significant value-added benefits to the supply
  chain in a cost-effective way.

• Defined as:
  – An Activity
  – A Performance Measure
  – A Philosophy
         Importance of Customer Service
1. Customer service level measures effectiveness of
  integrated logistics


2. Improved Customer service makes business grow


3. Makes customers loyal, added value (service) can
  “lock up” the customers

                                                      3
4. Provides edge in competitive business


5. Delivers seven rights to customer (Seven R rule)

                Right Quantity
                                  Right Condition
Right Product


                Right Customer
                                          Right Place

 Right Time                  Right Cost
                                                        4
              Seven ‘R’ rule (Seven Rights)
•   Above are components of customer service


•   Deliver value to customer


•   Provide edge in competition


•   Any disruption in the above causes breakdown of
    customer service
                                                      5
     FACTORS OR COMPONENTS OF
         CUSTOMER SERVICE
1. Product availability
2. Order cycle time
3. Dependability in terms of Safe delivery, Correct orders
4. Communications
   • Ease
   • Correctness
   • Promptness in response (rapid response)
5.Convenience (customer’s)/Flexibility
  (supplier’s)
  • Customer’s expectation of service differs from
    case to case
  • Customers grouping should be done to recognize
    varied needs
  • Customize the service to suit the needs of
    customer categories
    Objectives of Customer Service

 Delivering 100% perfect orders


 Creating competitive value by delivering seven ‘R’
  value (seven rights) to customer


 Delivering Value Added Services every singe time

                                                     8
       READING ASSIGNMENT
• CUSTOMER SERVICE PHASES

  -PRE-TRANSACTION PHASE

       --TRANSACTION PHASE

            ---POST –TRANSACTION PHASE

				
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posted:8/17/2011
language:English
pages:9
Description: customer service