Customer service
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This document discusses customer services and perception. It outlines key aspects of customer services like competence, reliability, and trustworthiness that influence customer perception. It also describes the key phases of customer transactions - pre-transaction, transaction, and post-transaction - and the types of customer services required in each phase like order policies, order fulfillment, and product installation/returns. Finally, it identifies attributes of good customer services related to distribution like order processing time and delivery consistency, and trading aspects like credit facilities and services support.
Customer service
- 2. Customer Services Competitiveness ï‚› Customer services is as set of activity and programs designed and implementing by a business firm to make the buying experience more rewarding. ï‚› Theses activities enhance the value of product or services customer get from the seller. ï‚› Customer based on their evaluation and their perception
- 3. Customer Perception Cues  Competence- information provided by the firm through website, manuals, offers of the firms  Reliability- delivery of product as per term of time, place , and quality.  Representativeness- timely responses on customer call, e-mail, fax etc. and resolve problem or complaints during three phases of transaction ( pre-trns-post phases)  Transaction security- confidential of customer information.  Trust worthiness – built through reliability, policies, warrantees and guarantee  Access- customer have access to information about the products and services before placing order.
- 4. Gapes of Customer Perception ï‚› Communication- ï‚› Standards adopted ï‚› Services Delivery ï‚› Customer knowledge
- 6. Post- Transaction Phase Order status Information Customer Complains, Claims, Returns Installation, Commissioning, Technical stages Customer Education and training Transaction Phase Order Fulfillment Reliability Delivery Consistency Order Convenience Order Postponement Product Substitute Pre-transaction Phase Customer services Policy Customer organization Structuring services Customer education System design
- 7. Pre-Transaction Phase ï‚› Customer services policies- performance measure, evaluation method, reporting structure, and the reward structure. ï‚› Organization building- supporting structure, delegate authority, allocate responsibility ï‚› Structuring services- based on customer services, and industry standards ï‚› Customer education- minimize customer complaints, maintain cost of all transaction. ï‚› System Design- responsiveness to customer requirements.
- 8. Transaction Phase ï‚› Order fulfillment reliability- delivery on timely with agreed quantity and quality. ï‚› ï‚› Delivery consistency- delivering all products or services on time. ï‚› Order conveniences- paperwork like terms of payment, communication network, ï‚› Order postponement- rescheduling the order placement on customer end or supplier end. ï‚› Product substitutes- substitute product( change in size, quality etc.) but on same terms and conditions.
- 9. Post-Transaction Phase ï‚› Order Status Information- continuously feedback on the status of shipment ï‚› Customer Complaints- products may not perform as per the functional requirement, client may gotten the wrong consignment. ï‚› Product Installation- firms have a set-up new department for after- sales services. ï‚› ï‚› Customer education- training workshops or product manuals.
- 11. Customer Services Attributes Distribution Aspects Order Processing Time Delivery Consistency Stock Frequencies Stock Arability Trading Aspects Credit Facility Stock Financing Services Support Handling Conveniences