6th Customer Service Logistics

Identify the TWO types of customers in Logistics....

• customers of goods and customers of services

• internal customers and external customers

• inside customers and outside customers

• goods customers and services customers

The following are characteristics of service EXCEPT....

• Intangibility

• Inseparability

• Non-perishability

• Variability

Identify the FOUR original 'Ps' of marketing

• Product, People Process, Price

• Product, Physical evidence, People, Promotion

• Product, Price, People, Process

• Product, Price, Promotion, Place

All the following are customer's reaction to the 4p's EXCEPT

• attractiveness

• acceptability

• affordability

• awareness

All the following are skills of customer service provider EXCEPT....

• Foreign language

• Computer literacy

• Communication

• Tact and diplomacy

The following are attributes of customer service provider EXCEPT.....

• Integrity

• Corporate ethics

• Positive attitudes

• Corporate values

The customer interfaces of logistics includes.....

• context, content, commerce, connection, communication, customisation, communion

• context, content, commerce, connection, communication, customisation, community

• context, content, commercial, connection, communication, customisation, community

• context, content, commercial, connection, communication, customer, community

A business can evaluate customer service satisfaction through ALL the following EXCEPT.....

• queue

• questionnaires

• interviews

• suggestion box

Acting in ways consistent with what society and individuals typically think are good values.

• Ethical Behavior

• Customer Service

• Referrals

• Customer Feedback

Which document is being described here? An agreement often used with customers to define exactly what service the company will provide.

• Written Customer Care Statement

• Service Level Agreement

• Complaints Procedure

• Quality Management Procedure