CUSTOMER SERVICE AND LOGISTICS Flashcards
these are
customer service factors that arise
prior to the actual transaction taking
place.
PRE TRANSACTION ELEMENTS
these are the
elements directly related to the physical
transaction and are those that are most
commonly concerned with distribution and
logistics.
TRANSACTION ELEMENTS
these
involve those elements that
occur after the delivery has taken
place.
POST TRANSACTION ELEMENTS
The four main multifunctional dimensions are:
- TIME
- DEPENDABILITY
- COMMUNICATIONS
- FLEXIBILITY
usually order fulfilment cycle time;
TIME
such as guaranteed fixed delivery times of accurate,
undamaged orders;
DEPENDABILITY
such as the ease of order taking or effective queries
response;
COMMUNICATIONS
the ability to recognize and respond to a customer’s changing
needs.
FLEXIBILITY
is a measure of the
extent to which the customer is
experiencing the level of service that
they are expecting.
SERVICE QUALITY
A very simple, yet effective, view of service
quality is that it is the match between what
the customer expects and what the
customer experiences. Any mismatch from
this can be called the ‘service quality gap’.
BASIC SERVICE MODEL
A rather more complicated approach can
also be used as a conceptual model of
service quality. This is particularly useful in
helping to identify and measure the critical
elements of service for key customers.
EXTENDED SERVICE MODEL
QUALITATIVE, STATISTICALLY LIMITED, LIMITED TO THOSE WHO COMPLAIN
COMPLAINT ANALYSIS
QUALITATIVE, RELEVANT TO INDIVIDUAL CUSTOMERS ONLY . LIMITED SCOPE
CRITICAL INCIDENT STUDIES
LIMITED COVERAGE, QUALITATIVE INFORMATION. WOULD NOT SHOW PRIORITIES
CUSTOMER PANELS
USEFUL PARETO APPROACH. NOT VALID ACCROSS WHOLE CLIENT BASE. QUALITATIVE AND QUANTITATIVE
KEY CLIENT SURVEY
