Page 218 - DMGT553_RETAIL_STORE_MANAGEMENT

Unit 12: The Customer Service Desk

2. The system checks the validity of the product service letter and the product IDs of the Notes
objects. The service recall order is valid if the following points are fulfilled:

The status of the selected product service letter is Released.
The order date is within the validity period of the product service letter’s date.
The sold-to party is entitled to make a claim for the product service letter.
3. After the data entered has been validated, the system automatically creates the
corresponding order items, which are not invoiced, in the service recall order. The quantities
for each of the items in the service recall order are calculated by multiplying the quantity
for each of the items in the sales order template by the number of objects entered in the
service recall order. The order items are only copied once for a given product service
letter. If you add or remove objects, the system redetermines the quantities accordingly.
You are allowed to reduce the quantity. If you want to reduce the quantity determined by
the system, the determined quantities are overwritten by the quantities entered manually.
4. The system checks the products and quantities.
5. The customer posts the service recall order.
6. The system updates the status of the objects in the product service letter.

Self Assessment

State whether the following statements are true or false:
4. An object is a special product.
5. An object is a non special product.
6. Recalled parts that are still in the customer’s stock are processed in a separate returns
process.
7. The manufacturer runs product analyses, and discovers that repeated complaints point to
a defective part as the cause of a problem.
8. To guarantee delivery of the service parts, you create a sales order template.
9. The sales order template excludes a list of the parts to be exchanged, and the required
quantity for each object.
10. The customer receives the message about the recall action via his or her chosen
communication channel, for example e-mail.

Caselet Delivering a Superior Customer Experience

he reputation of a business may be affected by what its customers think and say
about its products or services. This is driven by the experience of customers when
Tdealing with the business. High quality customer service will encourage customers
to become regular or repeat users or purchasers. On the other hand, a poor customer
experience may damage a business through loss of consumer confidence.

TNT was founded in Australia in 1946 by Ken Thomas with a single truck. Today, TNT is
a global business and the market leader in business-to-business (B2B) express delivery

Contd....

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