Short Quiz Flashcards
A critical component of logistics and SCM
Plays a key role in ensuring the customers needs are met and that customers are satisfied with the products and services they receive
Customer Service
Includes accurate order processing, order tracking, and proactive communication with customers regarding order status updates, potential delays, or any other relevant information
Order Management
Involves receiving and processing customer orders, which can include checking inventory levels, verifying payment, and scheduling inventory
Must be accurate and efficient to ensure that orders are fulfilled on time and to the customer’s satisfaction
Order Processing
Consists of providing customers with accurate and timely information about their orders
Communication
Helps to build trust and loyalty with customers and can help to prevent misunderstandings or complaints
Effective Communication
Includes careful inventory management, streamlined warehousing, and transportation processes to ensure products are available and delivered on time
Logistic Operations
Ensures that products are available when customers need them, while also minimizing the cost of golding excess inventory
Effective Inventory Management
Involved tracking stock levels, forecasting demand, and replenishing inventory as needed
Inventory Management
Involves selecting the best mode of transportation for delivering products to customers, while also minimizing costs and ensuring timely delivery
Transportation
Resolving customer issues and handling return or exchanges is another vital component of customer service in the supply chain
Promptly addressing complaints, offering solutions, and providing hassle-free return processes demonstrate a commitment to customer satisfaction and loyalty
Effective Reverse Logistics
Plays a crucial role in enhancing customer service in the supply chain
Implementing customer relationship management systems, order tracking tools, and automated communication platforms enable companies to manage customer interactions more effectively and provide real-time updates
Technology
Involves understanding and anticipating customer requirements, addressing their concerns promptly, and exceeding their expectations
Involves effective communication, responsiveness, and a commitment to delivering high-quality products or services in a timely manner
Customer Service in Supply Chain Management
It is a prime variable that can have a significant impact on creating demand and retaining customer loyalty
The measure of how logistics is creating the time and place utility for a product
Customer Service in the Logistics Perspective
Customer related factors that arise prior to the actual transaction taking place. This includes the planning and closing of the terms and conditions of a pitential sale with the customer
Pre-Transaction Elements
Indicated the service standards of the company for performance measures, evaluation methods, reporting structure, and the reward structure
Customer Service Policy Statement in Written Form
The company should for.alize the porting structure, delegate authority, and allocate responsibility
Contact person details need to be communicated to the customers for information on order status, dispatch details, warranty claims among others
Organization Building
Indicates the service structure of the company
May evolve a service structure to extend lifetime product service commitments of spares and technology upgrade
Structuring the Service
This should take care of active customer service to answer all possible queries in the customers mind before placing an order
System Design
Includes everything between when an order is received and delivered to the customer
Company focuses on retrieving, packing, and delivering the order to the customer in a tinely and cost effective manner
Transaction Elements
Level to measure product availability; arranging for suitable product substitution and expediting the shipment
Stock out Level
Ability to provide accurate and fast information such as order status, inventory status, expected shipping and delivery dates, back order status to the customer
Order Information
Total time that pass from initial order of customer until delivery to the customer
Elements of the Order Cycle
Refers to those special handling in order to reduce the normal order cycle time
Expedite Shipments
Transport of goods from one place to another places to avoid stockouts. Are often made in anticipation of customer service. Usually takes in transport hubs
Transshipmebt
The accuracy of the product ordered, quantity ordered, and billing
System Accuracy
The ease with the customer can place an order
Order Convenience
In situations where a product can’t be shipped due to unforeseen circumstances, the seller may offer a substitute product of similar or better quality. Needs closer interaction and clear communication with the customer
Product Substitution
The general support of the product while in use (after sales service). The support of the product or service after the customer has received it
Post-Transaction Elements
After payment of the product in advance, the customer requires continuous feedback of the status of the shipment
Order Status Information
The customer may have received products that were damaged during transit, or the product may not perform as per the functional require.ent, or the client may have gotten the wrong consignment
Customer Complaints
Technically complex products need installation, commissioning and stabilization services from suppliers, or ease the product might develop technical difficulty during the warranty period
Product Installation
It is necessary for the seller to train or educate the user in their operation to get the desired functional output in SCM
May be done through product manuals, training workshops, or demonstrations to improve customer service
Customer Education and Training
A thorough plan to handle customer interactions and provide a consistent customer experience using set methods and processes
Outlines steps and actions to bring these goals together into a precise plan
Customer Service Strategy
A statement or set of statements that clearly point everyone in your company toward the same guiding principles to describe the experience you want to create for rvery customer
Customer Service Vision
