Yuhr

Question 1

Plays a key role in ensuring the customer’s needs are met and that customers are satisfied with the products and services they received

Answer 1

Customer Service

Question 2

Includes accurate order processing, order tracking, and proactive communication with customers regarding order status updates, potential delays or any other relevant information

Answer 2

Order Management

Question 3

Involves receiving and processing customer orders, including checking inventory levels, verifying payment, and scheduling inventory

Answer 3

Order Processing

Question 4

Consists of providing customers with accurate and timely information about their orders, including tracking information, delivery times, and any potential delays or issues

Answer 4

Communication

Question 5

Helps to build trust and loyalty with customers and can help to prevent misunderstandings or complaints

Answer 5

Effective Communication

Question 6

Includes careful inventory management, streamlined warehousing, and transportation processes to ensure products are available and delivered on time

Answer 6

Logistics Operations

Question 7

These three also contribute to a positive customer experience

Answer 7

Proper packaging, labeling, and documentation

Question 8

Ensures that products are available when customers need them, while also minimizing the cost of holding excess inventory

Answer 8

Effective Inventory Management

Question 9

Involves tracking stock levels, forecasting demand, and replenishing inventory as needed

Answer 9

Inventory Management

Question 10

Involves selecting the best mode of transportation for delivering products to customers, while also minimizing costs and ensuring timely delivery

Answer 10

Transportation

Question 11

Resolving customer issues and handling return or exchanges

Answer 11

Effective Reverse Logistics

Question 12

Implementing customer relationship management (CRM) systems, order tracking tools, and automated communication platforms enable companies to manage customer interactions more effectively and provide real-time updates

Answer 12

Technology

Question 13

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

Answer 13

Customer Service in Supply Chain Management

Question 14

Is the outcome of all logistics activities or supply chain processes

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

Answer 14

Customer Service in the Logistics Perspective

Question 15

Customer related factors that arise prior to the actual transaction taking place.

Includes the planning and closing of the terms and conditions of a potential sale with the customer

Answer 15

Pre-Transaction Elements

Question 16

Indicates the service standards of the company

The company will create a policy framework for performance measures, evaluation methods, reporting structure, and the reward structure

Answer 16

Customer service Policy statement in written form

Question 17

The company should formalize 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, and warranty claims among others

Answer 17

Organization Building

Question 18

Indicates the service structure of the company

The company’s marketing capital may evolve a service structure to extend lifetime product service commitments of spares and technology upgrade

Answer 18

Structuring the Service

Question 19

Should take care of active customer service to answer all possible queries in the customer’s mind before placing an order (exmanual or automatic system)

Answer 19

Zystem design

Question 20

Includes everything between when an order is received and delivered to the customer.

Focused on retrieving, packing, and delivering the order to the customer in a timely and cost effective manner

Answer 20

Transaction Element

Question 21

Level to measure product availability; arranging for suitable product substitution and expediting the shipment

Answer 21

Stock out level

Question 22

Ability to provide accurate and fast information such as order status, inventory status, expected shipping and delivery dates, and back order status to the customer

Answer 22

Order Information

Question 23

Enables the company to determine and facilitate orders that need immediate attention

Answer 23

Back Order Capability

Question 24

Total time that passes from the initial order of customer until delivery to the customer

Answer 24

Elements of the Order Cycle

Question 25

Refers to special handling to reduce the normal order cycle time. Even though this costs more than normal handling but this costs less than losing a customer

Answer 25

Expedite Shipmeng

Question 26

Transport of goods from one place to another to avoid stockouts. Often made in anticipation of customer service and usually takes in transport hubs

Answer 26

Transdhipment

Question 27

The accuracy of the product ordered, quantity ordered, and billing. Important to both the manufacturer and the customer

Answer 27

System Accuracy

Question 28

The ease with the customer can place an order

Answer 28

Order Convenience

Question 29

In situations where a product can't be shipped due to unforeseen circumstances, the seller may offer a substitute product of similar or better wualuty

Answer 29

Product Substitution

Question 30

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

Answer 30

Post-Transaction Elements

Question 31

After payment of the part/full value of the product in advance, the customer requires continuous feedback of the status of the shipment

Answer 31

Order Status Information

Question 32

The customer may have received products that were damaged during transit, or the product may not perform as per the functional requirement, or the client may have gotten the wrong consignment

Answer 32

Customer complaints, claims, and returns

Question 33

Technically complex products need installation, commissioning, and stabilization services from suppliers, or else the product might develop technical difficulty during the warranty period

Answer 33

Product installation, commissioning, and technical difficulty

Question 34

It is necessary for the seller to train or educate the user in their operation to get the desired functional output in supply chain management. Nay be done through product manuals, training workshops, or demonstrations to improve customer service

Answer 34

Customer Education and Training

Question 35

A thorough plan to handle customer interactions and provide a consistent customer experience using set methods and processes Outlines the steps and actions to bring these goals together into a precise plan

Answer 35

Customer Service Strategy

Question 36

Make your company wide goal on "Customer Centered". Every person in every department must commit to putting customers first

Answer 36

Get the whole company on board

Question 37

Every interaction and experience your customers have with your product should have them feeling satisfied, and most importantly, ( )

Answer 37

Valued

Question 38

A statement or set of statements that points to everyone in your company toward the same guiding principles to describe the experience you want to create for every customer

Answer 38

Customer Service Vision

Question 39

A ( ) is aspirational. Serves as a clear guide for everyone in the company for how you want customers to experience your product and especially how you want them to feel

Answer 39

Compelling vision

Question 40

All the interactions your customer had with the company to fill the needs

Answer 40

Touchpoints

Question 41

Training must be ( ) fit to each employee's specific function

Answer 41

Tailored

Question 42

Needed to support the customer service strategy, automation, personalization, easy collaboration, analytics among others

Answer 42

Technology and process upgrade

Question 43

This will allow you to refine and improve your customer service strategy over time

Answer 43

Create a constant feedback loop