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ustomer

Service

C

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A customer is the most important visitor on our premises.

He is not dependent on us. We are dependent on him.

He is not interruption on our work . He is the purpose of it.

We are not doing a favor by serving him.

He is doing a favor by giving us an opportunity to so.

Quality is not expensive. It is priceless.

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INTRODUCTION

The customer is the main factor for whom

the business is run and due to his

satisfaction the business is flourishing. The

importance of customer satisfaction is

rarely understood in the place where the

business is in monopolistic condition. As

this situation turns to the buyers market,

the customer importance increases and

thus increases the need for customer

services.

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Customer service is defined as a process which takes place between the buyer,seller and third party. The process results in a value added to the product or

service exchange. This value added in the exchange process might be short term

as in a single transaction or longer term as in a contractual relationship. The

value added is also shared, in that each of the parties to the transaction or

contract is better off at the completion of the transaction that it was before the

transaction had taken place.

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Customer service performance:a) An activity or function to be managed,such as order processing or handling of

customer complaints.

b)Actual performance on parameters such as abilityto ship orders within a certain period.

c)Part of an overall corporate philosophy.

d)Assigning the functions that need to be done to

the channel member that can perform them most

efficiently and effectively.

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The Customer Service Dimensions

1)Time

2)Dependability

3)Cycle Time

4)Convenience

5)Communication

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3Rs in Customer Service

Respect

Respect your customer.

Just about as plain as the nose on your face.

Never lose the opportunity to make an impression.

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Responsibility

Company should be responsible for their product. The product shoulddo what it says to do.

When you take responsibility for something, you takeback your power.

The customer is always right. Dont challenge them,remember what it took to bring them in the door.

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Refund

Nothing is worse than purchasing something that isnot working and finding out that you have to have a

credit note.

If that is your policy, make sure thecustomer knows this before buying.

Be cheerful when you take returns. A customerthat can shop and safely know that youguarantee what you sell will be a return

customer.

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Customer satisfaction is the customers

overall measurement of all elements of

logistics management, such as Product,

Price, Place and Promotion. Customer

service is a part of customer satisfaction.

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Customer Retention

.

By definition customer

retention is the activity a

company undertakes to

prevent customers fromdefecting to alternative

companies. Successful

customer retention starts with

the first contact andcontinues throughout the

entire lifetime of the

relationship.

The key to customer

retention is customer

satisfaction..

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Levels of Customer Services

a)Customer service as an activity: This level treats customer service as aparticular task that a firm must accomplish to satisfy the customerneeds.

b)Customer service as performance measure: This level emphasizes

customer service in terms of specific performance measure such asthe percentage of orders delivered on time within acceptable timelimits.

c)Customer service as a philosophy: This level evaluates customer serviceto a firm wide commitment to providing customer satisfactionthrough superior customer service.

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IMPROVING CUSTOMER SERVICE

PERFORMANCE

1)Better product availability

2)More accurate invoices

3)Reflect customers viewpoint4)Improved access for information on

order status

5)Provide management with cues for correctiveaction

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Customer satisfaction is the foundation upon which growth and

profitability are

achieved the essential ingredient that ultimately defines

business success.

Companies with satisfied, loyal customers enjoy greater

customer retention, repeatbusiness, higher margins, greater profits - and consequently,

higher stock prices and

earnings multiples than businesses that fail to retain and satisfy

their customer

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maintaining connections with buyers of firm's productsthe

maintenance of the patronage of people who have purchased a company's goodsor services once and the gaining of repeat purchases. Customer retention occurs

A company can adopt a number of strategies to retain its customers. Of critical

importance to such strategies are the wider concepts of customer service,

customer relations, and relationship marketing. Companies can build loyalty and

retention through the use of a number of techniques, including

, the issue of loyalty cards redeemable against a variety of goods or

services, preferential discounts, free gifts, special promotions, newsletters or

magazines, members' clubs, or customized products in limited editions. It has

been argued that customer retention is linked to employee loyalty, since loyal

employees build up long-term relationships with customer

http://www.qfinance.com/dictionary/database-marketinghttp://www.qfinance.com/dictionary/database-marketing

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http://books.google.co.in/books?id=XRqb-

SzRJlEC&pg=PR14&lpg=PR14&dq=5.4.+Elemen

ts+of+Logistics+and+Supply+Chain+Manageme

nt:&source=bl&ots=u3BtjU49CE&sig=FNLrpyQ

wGaEcSHo9idTChwzcFoc&hl=en&sa=X&ei=Rj5TUMzGHo-

nrAeBnoCoAw&ved=0CDIQ6AEwAA#v=onepag

e&q=5.4.%20Elements%20of%20Logistics%20a

nd%20Supply%20Chain%20Management%3A

&f=false

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