Page 58 - DMGT523_LOGISTICS_AND_SUPPLY_CHAIN_MANAGEMENT

Neha Tikoo, Lovely Professional University
Unit 3: Customer Accommodation

Unit 3: Customer Accommodation Notes

CONTENTS
Objectives
Introduction

3.1 Customer-Focused Marketing
3.1.1 Managing Consumer Waiting Periods
3.1.2 Dealing with Difficult Customers

3.2 Customer Service
3.2.1 Basic Service Capability
3.2.2 Availability
3.2.3 Stockout Frequency
3.2.4 Fill Rate

3.2.5 Orders Shipped Complete
3.2.6 Operational Performance
3.2.7 Service Reliability

3.2.8 The Perfect Order
3.3 Customer Satisfaction
3.3.1 Measurement of Customer Satisfaction
3.3.2 A Model of Customer Satisfaction
3.4 Customer Success

3.4.1 Achieving Customer Success
3.4.2 Value-Added Services
3.5 Summary

3.6 Keywords
3.7 Review Questions
3.8 Further Readings

Objectives

After studying this unit, you will be able to:

 Explain the Customer-Focused Marketing
 Understand the Customer Service
 Discuss the Customer Satisfaction
 Describe the Customer Success

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