Chapter 3

Customer service-key elements of logistics

Customer service is the direct one-on-one interaction between a
consumer making a purchase and a representative of the company that is
selling it. Most retailers see this direct interaction as a critical factor in
ensuring buyer satisfaction and encouraging repeat business. Customer
service is the provision of service to customers before, during, and after
a purchase.
Objectives of Customer Service
  Ensuring perfect order
 To improve customer satisfaction
 To increase sales
 To retain existing customers
 Improve market position
 To retain customer loyalty

Elements of Customer Service

 Pre-Transaction elements
 During-Transaction elements
 Post-Transaction elements
Levels of customer service

 Customer service as an activity

 Customer service as a performance measure
 Customer service as a philosophy
Rights of Customer Service
 Right product
 Right quantity
 Right condition
 Right place
 Right time
 Right price
 Right customer
Strategies to improve customer service / Customer service strategy

 Developing customer service vision

 Assessment of customer needs
 Hiring the right employees
 Customer service goals
 Training
 Accountability
 Rewards and recognition