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WorksheetsLogistics Customer Service Strategy
Total questions: 20
Worksheet time: 11mins
A process for providing significant value-added benefits to the supply chain in a cost-effective way is known as ____________ __________ in logistics.
customer relationship
customer service
customer centric
customer care
Customer service is located in the _________ _________ part of the marketing mix.
(a)
The elements of customer service in logistics are:
Price
Product quality
Service
Security
Loyalty
Customer service is simply an activity or performance measures in the company and it is not part of overall corporate philosophy.
True
False
Customer service is the measure of how well the logistics system is performing in providing (a) for a product or service.
The following are activities related to customer service EXCEPT:
The ease of checking stock
Placing and order
Post sale support of the item
Negotiating price with suppliers
If the level of customer service is high, the company will be able to accomplish these things EXCEPT:
retain existing customers
attract more customers
retain existing suppliers
The customer service level that an organization provides has a direct impact on the following EXCEPT:
market share
total logistics costs
overall profitability
management structure
Customer service is similar to customer satisfaction.
True
False
Transshipment is part of the (a) elements of customer service.
Product tracing is part of the (a) elements of customer service.
Written statement of policy is part of the (a) elements of customer service.
Response time from sales representative is part of the key measurements in ____________ levels
performance
progress
productivity
service
___________ __________ is the most common customer service complaints.
Damaged goods
Frequently cut
Late delivery
Product quality
When customer service in B2B fails, this is the most common penalty the company will experience:
Discontinued items
Refused to support promotion
Reduced the volume of business
Stopped all purchases with supplier
Called in salesman or manager
Customer service failures in B2C will result in the following EXCEPT:
Do not purchase item
Buy item at another store
Substitute different brand
Delay purchase
Discontinue doing business
(a) justice refers to the manner in which people are treated during the conflict resolution process; for example, with courtesy and respect or rudely.
_______________ justice refers to the perceived fairness of the policies, procedures and criteria used by decision makers in arriving at the outcome of a dispute or negotiation.
Procedural
Interactional
Distributive
Recovery
Customer service standards rarely reflect the customer's point of view.
True
False
Customer service standards provide management with cues for __________________ action
corrective
preventive
premeditative
predetermined
