CUSTOMER SERVICE IN LOGISTICSLecturer: Max Galarza

Members: Antonella Villavicencio

Tito Heredia John Borja

26th August 2015

4 C´S

4

3 stages:

1.Threshold : reach the threshed, further service improvement relative to competition can show good sales stimulation.

2. Diminishing returns: in this region that most firms operate their logistics system.

3. Decline : that service improvement can be carried too for, with resulting decline in sales.

General relationship of sales to customer service

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Importance of logistics customer service (II)

Service effects on customer patronage

65 percent of a firm’s business comes from its present customers.

On the average it is approximately six times more expensive to develop a new customer than it is to keep a current customer.

Logistics Customer Service 6

Elements of customer service

Supply chain managers balance total logistics cost factors against customer service factors

• Customer Service Concept • Lead Time

• Quick response• Efficient consumer response

• Communication• Convenience

• Customer Service Standards

INFORMATION AND LOGISTICS MANAGEMENT OBJECTIVE

IN A SUPPLY CHAIN

NETGRAPHY

• https://www.google.com.ec/?gfe_rd=cr&ei=D5PcVbCnBozAAWA9rDwBQ#q=logistics+management+customer+service+ppt