Customer Service and Service-driven LogisticsWhat is customer service??Components of customer service+Servicelevelsvscosts+Service-driven logistics systemSetCSpriorities
Customer Service and Servicedriven Logistics What is customer service? Components of customer service Service levels vs costs Service-driven logistics system Set CS priorities
Service is ..Smiling to everyoneExcellent in everything you doReaching out to every customer with hospitalityViewing every customer as specialInviting your customer to return Creating a warm atmosphereEye contact that shows we care
Service is . Smiling to everyone Excellent in everything you do Reaching out to every customer with hospitality Viewing every customer as special Inviting your customer to return Creating a warm atmosphere Eye contact that shows we care
Who is the customer??Can you suggest the customer groupsfor a logistics operator?
Who is the customer? Can you suggest the customer groups for a logistics operator? ◼ Consumer / end user ◼ Customers of the company ◼ Other functions of the company such as sales and marketing ◼ Other sections of logistics department
What is customer service?+CS is the collection of activities performed ina way that keeps customers happy andcreates in the customers' mind the perceptionof an organization that is easy todo businessWith.It is an excellent competitive weapon and hasanadvantage over price competition
What is customer service? CS is the collection of activities performed in a way that keeps customers happy and creates in the customers’ mind the perception of an organization that is easy to do business with. It is an excellent competitive weapon and has an advantage over price competition
CS in logistics? Logistics is part of the supply chain thatplans, implements, and controls theefficient, effective flow and storage ofgoods, services and related information.from the point of origin to the point ofconsumption in order to meet customerrequirements.--Council of Logistics Management
CS in logistics Logistics is part of the supply chain that plans, implements, and controls the efficient, effective flow and storage of goods, services and related information, from the point of origin to the point of consumption in order to meet customer requirements. -Council of Logistics Management