Discuss the Four Dimensions of Customer Service in a Company.
Title: Discuss the four dimensions of customer service in a company. Give examples to illustrate your points.
It is known to us, “in each industry, the customer is god, is operator's food and clothing parents.” This tells us that customers are important to organizations. With the current intense competition in logistics nowadays, most companies can provide high quality goods, even are willing to cut down prices if reasonable. However, how can suppliers gain a competitive advantage when high quality is expected and price must be maintained at a level to generate a reasonable return? In our views, it is no doubt that how various supplier service activities are valued by customers, more specifically, that is, the ability of logistics management to satisfy customers. There are four dimensions of customer service, which are time, dependability, communication, and convenience. If companies have an understanding of what customers want in terms of these four dimensions of customer service, we believe that they can then offer such services to create a competitive advantage for their firms. Here we will show the four dimensions of customer service respectively as the following.
The first dimension is time. The order cycle is a major component of the time dimension of customer service. At the risk of sounding redundant, businesses today are looking to reduce order cycle times-longer cycle times translate into higher inventory requirements.
The time factor is usually order time from the perspective of seller looking at customer service. The buyer usually refers to the time dimensions as the lead time or replenishment time. Successful logistics operations today have high degree of control over most, if not at all, of the basic elements of lead time, including order processing, order preparation and order shipment. By effectively ensuring that order cycles will be of reasonable length and consistent duration, the seller firms have improved customer service levels.
Here
It is known to us, “in each industry, the customer is god, is operator's food and clothing parents.” This tells us that customers are important to organizations. With the current intense competition in logistics nowadays, most companies can provide high quality goods, even are willing to cut down prices if reasonable. However, how can suppliers gain a competitive advantage when high quality is expected and price must be maintained at a level to generate a reasonable return? In our views, it is no doubt that how various supplier service activities are valued by customers, more specifically, that is, the ability of logistics management to satisfy customers. There are four dimensions of customer service, which are time, dependability, communication, and convenience. If companies have an understanding of what customers want in terms of these four dimensions of customer service, we believe that they can then offer such services to create a competitive advantage for their firms. Here we will show the four dimensions of customer service respectively as the following.
The first dimension is time. The order cycle is a major component of the time dimension of customer service. At the risk of sounding redundant, businesses today are looking to reduce order cycle times-longer cycle times translate into higher inventory requirements.
The time factor is usually order time from the perspective of seller looking at customer service. The buyer usually refers to the time dimensions as the lead time or replenishment time. Successful logistics operations today have high degree of control over most, if not at all, of the basic elements of lead time, including order processing, order preparation and order shipment. By effectively ensuring that order cycles will be of reasonable length and consistent duration, the seller firms have improved customer service levels.
Here