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Customer Service

The document discusses key aspects of customer service including communication skills, foreign language skills, computer literacy, understanding corporate values, and building positive customer relationships through empathy and active listening. It also discusses personality traits, tact, deportment, integrity, and adhering to corporate ethics in customer interactions.

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13 views3 pages

Customer Service

The document discusses key aspects of customer service including communication skills, foreign language skills, computer literacy, understanding corporate values, and building positive customer relationships through empathy and active listening. It also discusses personality traits, tact, deportment, integrity, and adhering to corporate ethics in customer interactions.

Uploaded by

Tia
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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1.

Context: Understanding and adapting logistics strategies based on the unique demands of
each shipment, considering factors such as the type of goods, destination, and special
handling requirements.
2. Content: Providing accurate and detailed information throughout the supply chain,
including comprehensive documentation, clear labeling, and effective data sharing
between different stakeholders.
3. Commerce: Managing the financial aspects of logistics and supply chain operations
efficiently, including transparent pricing structures, seamless payment processing, and
effective financial transactions among supply chain partners.
4. Customization: Tailoring supply chain solutions to meet the specific needs of different
customers, such as personalized packaging, specialized handling procedures, and flexible
transportation options based on individual requirements.
5. Communication: Ensuring clear and timely communication throughout the supply chain,
including real-time tracking updates, transparent delivery schedules, and proactive
notification of any disruptions or delays.
6. Connection: Fostering strong relationships and collaboration among supply chain
partners, including manufacturers, suppliers, distributors, and transportation providers to
create a cohesive and integrated supply chain network.
7. Community: Encouraging collaboration and information-sharing within the logistics
industry, involving participation in industry forums, collaborative platforms, and
partnerships that contribute to the overall efficiency and improvement of logistics and
supply chain operations.

Customer service refers to the support and assistance provided by a business to its customers
before, during, and after a purchase or transaction.

1. Intangibility: Services lack physical form, making them challenging for customers to
evaluate before consumption.
2. Inseparability: The production and consumption of services often occur simultaneously,
with the customer actively involved in the service delivery process.
3. Imperishability (Perishability): Services are time-sensitive and cannot be stored or
inventoried; unused capacity at a given moment cannot be saved for future use.
4. Heterogeneity (Inconsistency): Services exhibit variability in quality and consistency
due to human factors, making standardization challenging.

Skills:

1. Communication: Clear verbal and written communication is essential for effective


customer interactions.
2. Foreign Language: Proficiency in foreign languages can be valuable for serving diverse
customer bases.
3. Computer Literacy: Ability to use software and CRM systems efficiently for effective
customer support.
4. Corporate Values: Understanding and embodying the organization's mission, vision,
and values in interactions.
5. Interpersonal Skills: Building positive customer relationships through empathy, active
listening, and customer-focused communication.

Attributes:

1. Personality Traits: Positive traits like patience, resilience, optimism, and a customer-
foused mindset.
2. Tact and Diplomacy: Handling challenging situations with professionalism and
diplomacy.
3. Deportment: Maintaining a professional appearance and displaying courteous behavior.
4. Integrity: Upholding honesty and ethical behavior in customer interactions.
5. Corporate Ethics: Adhering to ethical standards and making decisions in line with the
organization's values.
 Product: Focus on the physical goods, including packaging, labeling, and quality control
throughout the supply chain.
 Price: Consider not only the cost of the product but also transportation, storage, and
associated expenses, aiming to optimize costs for efficiency and competitiveness.
 Place: Manage the distribution network, warehouses, and transportation infrastructure
strategically to ensure timely and cost-effective delivery.
 Promotion: Emphasize effective communication by providing accurate and timely
information to all stakeholders, fostering smooth operations.
 People: Recognize the importance of a skilled workforce for tasks such as inventory
management and transportation, emphasizing training and development.
 Process: Streamline workflows and procedures, optimize routes, and implement efficient
inventory management systems for effective supply chain operations.
 Physical Evidence: Consider the condition of goods upon delivery, the state of
warehouse facilities, and the documentation and tracking systems as tangible evidence of
the product's journey through the supply chain.

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