Professional Documents
Culture Documents
MANAGEMENT
S4 MBA
ROBIN CK
2014-16
CUSTOMER SERVICE
PRODUCT
PRICE
PHYSICAL
DISTRIBUTION
IT IS AN
INTEGRAL
PART OF
THE
MARKETIN
G MIX OF:
PROMOTION
Stockout
level
Ability to back
order
Elements of
order cycle
Time
Transship
System
accuracy
Order
conveniences
Product
substitution
Post
transaction
Written
statement of
policy
Statement in
hands of
customer
Organizational
structure
System
flexibility
Technical
services
Transaction
Pretransaction
ELEMENTS OF CUSTOMER
SERVICE
Installation,
warranty
alterations,
repairs, parts
Product
tracking
Customer
claims,
complaints
Product
packaging
Temporary
replacement of
product during
repairs
ON-TIME
It is a measure of an
inventory ability to meet
demand. One needs to
keep this order rate as
high as possible to avoid
delay in production of final
product.
ACCURATE DOCUMENTATION
BE CLEAR: What EXACTLY does
the customer want? Why is he
calling? Is he complaining about
something? Is he asking a ques
tion? Does he want to be guided
on a step
REFERENCE
http://www.google.com.ec/url?url=http://www.sciencedirect.com/scien
ce/article/pii/S1877042813055171&rct=j&frm=1&q=&
esrc=s&sa=U&ved=0CCAQFjACahUKEwjS5eO7l8XHAhWL1x4KHTjhDWA&u
sg=AFQjCNEdrmfr2EltxPt5Ze6W6p5Slk9k6g