customer service

Question 1

describe logistics customer service within the context of the marketing mix.

Answer 1

Price
* Product
* Promotion
* Place
* People
* Process
* Physical environment.
The core role of logistics is to execute the Place element in the marketing mix

Question 2

describe the dimensions and elements of customer service;

Answer 2

Pre-transaction element – establishes an enabling environment conducive to supe
rior
customer service.
transaction elements – refers to the actions that directly result in sales and the
delivery of the product to the customer. These transaction elements include:
– Product availability
– Order convenience
– Order cycle
– Quality assurance chain
– Appropriate transport and logistics
– Expedited shipments.
Post transaction elements – refers to all the spectrum of services that are needed
to support the product during application or use after it has been sold.

Question 3

explain the cost/revenue impact of incremental customer service increases

Answer 3

logistics can fulfill a value adding role through grounding market objectives by determining the cost of execution and provide alternatives. equal improvements in customer service does not always lead to equal gains in revenue.

Question 4

outline the prioritization of customers and products through an ABC analysis

Answer 4

Within the context of customer service, the ABC analysis refers to the categorization of customers and products according to their relative contribution to profit. The categorization of customers is important since a small number of products or customers will account for the majority of revenues and profit.

Question 5

what are the dimensions in conducting customer service audit

Answer 5

rater
reliability: ability to perform the promised service accurately.
assurance: the knowledge and courtesy of staff and their ability to convey trust.
tangibility: the apearance of the physical facilities.
empathy: the caring individual attention the company provides its customers.
Responsiveness: the willingness to help customers and provide a promp service.

Question 6

describe the key service quality gaps

Answer 6

gap 1. knowledge gap between customers expectation and managements perception of the expectations.
gap 2. design gap between customers expectations and the organizations service quality expectations.
gap 3. gap between service quality specifications and actual service delivery
gap 4.communication gap between actual service delivery and external communication about the service

Question 7

define key composite and detailed customer service measurements

Answer 7

Customer service performance measurement refers to the development of proper
measurements while performance management refers to the application of those
measurements to support corporate strategic objectives. The purpose of measurement
programmes (from a customer’s perspective) is to:
*
Provide a clear picture of overall performance.
*
Pinpoint performance problems.
*
Identify improvement opportunities.
*
Indicate what is expected of people.
*
Allows the progress made to be tracked