Customer

Service

Faisal nazir
Imran lakhani Kailash keseri

23
32 14

Umair memon
Rohit Akash daubey

13
20 37

A customer is the most important visitor on our premises.

He is not dependent on us. We are dependent on him.

He is not interruption on our work . He is the purpose of it.

We are not doing a favor by serving him.

He is doing a favor by giving us an opportunity to so. Quality is not expensive. It is priceless.

INTRODUCTION
The customer is the main factor for whom the business is run and due to his satisfaction the business is flourishing. The importance of customer satisfaction is rarely understood in the place where the business is in monopolistic condition. As this situation turns to the buyers market, the customer importance increases and thus increases the need for customer services.

Customer service is defined as a process which takes place between the buyer, seller and third party. The process results in a value added to the product or service exchange. This value added in the exchange process might be short term as in a single transaction or longer term as in a contractual relationship. The value added is also shared, in that each of the parties to the transaction or contract is better off at the completion of the transaction that it was before the transaction had taken place.

Customer service performance:

a) An activity or function to be managed, such as order processing or handling of customer complaints. b)Actual performance on parameters such as ability to ship orders within a certain period. c)Part of an overall corporate philosophy.

d)Assigning the functions that need to be done to the channel member that can perform them most efficiently and effectively.

The Customer Service Dimensions

1)Time
2)Dependability 3)Cycle Time

4)Convenience
5)Communication

3 Rs in Customer Service Respect

Respect your customer.

J N

ust about as plain as the nose on your face.

ever lose the opportunity to make an impression.

Responsibility

ompany should be responsible for their product. The product should

do what it says to do.

W T

hen you take responsibility for something, you take

back your power. he customer is always right. Dont challenge them,

remember what it took to bring them in the door.

Refund

N
I

othing is worse than purchasing something that is

not working and finding out that you have to have a credit note. f that is your policy, make sure the

customer knows this before buying.

e cheerful when you take returns. A customer

that can shop and safely know that you guarantee what you sell will be a return customer.

Customer satisfaction is the customers overall measurement of all elements of logistics management, such as Product, Price, Place and Promotion. Customer service is a part of customer satisfaction.

Customer Retention
By definition customer retention is the activity a company undertakes to prevent customers from defecting to alternative companies. Successful . customer retention starts with the first contact and continues throughout the The key to customer entire lifetime of the retention is customer relationship.. satisfaction.

Levels of Customer Services

a)Customer service as an activity: This level treats customer service as a particular task that a firm must accomplish to satisfy the customer needs. b)Customer service as performance measure: This level emphasizes customer service in terms of specific performance measure such as the percentage of orders delivered on time within acceptable time limits.

c)Customer service as a philosophy: This level evaluates customer service to a firm wide commitment to providing customer satisfaction through superior customer service.

IMPROVING CUSTOMER SERVICE PERFORMANCE

1)Better product availability 2)More accurate invoices 3)Reflect customers viewpoint

4)Improved access for information on order status

5)Provide management with cues for corrective action

Customer satisfaction is the foundation upon which growth and profitability are achieved the essential ingredient that ultimately defines business success. Companies with satisfied, loyal customers enjoy greater customer retention, repeat business, higher margins, greater profits - and consequently, higher stock prices and earnings multiples than businesses that fail to retain and satisfy their customer

Marketing maintaining connections with buyers of firm's productsthe maintenance of the patronage of people who have purchased a company's goods or services once and the gaining of repeat purchases. Customer retention occurs A company can adopt a number of strategies to retain its customers. Of critical importance to such strategies are the wider concepts of customer service, customer relations, and relationship marketing. Companies can build loyalty and retention through the use of a number of techniques, including database marketing, the issue of loyalty cards redeemable against a variety of goods or services, preferential discounts, free gifts, special promotions, newsletters or magazines, members' clubs, or customized products in limited editions. It has been argued that customer retention is linked to employee loyalty, since loyal employees build up long-term relationships with customer

http://books.google.co.in/books?id=XRqbSzRJlEC&pg=PR14&lpg=PR14&dq=5.4.+Elemen ts+of+Logistics+and+Supply+Chain+Manageme nt:&source=bl&ots=u3BtjU49CE&sig=FNLrpyQ wGaEcSHo9idTChwzcFoc&hl=en&sa=X&ei=Rj5 TUMzGHonrAeBnoCoAw&ved=0CDIQ6AEwAA#v=onepag e&q=5.4.%20Elements%20of%20Logistics%20a nd%20Supply%20Chain%20Management%3A &f=false