abhishreshthaa
Abhijeet S
Levels of Customer Service: There are three levels of customer services involvement or awareness:
(a) Customer service as an activity: This level treats customer service as a particular task that a firm must accomplish to satisfy the customers need.
Typical examples are:
(i) Order processing,
(ii) Billing and invoicing,
(iii) Product returns and
(iv) Claims handling.
Customer service department could be set up to basically handle customer problem and complaints.
(b) Customer service as performance measures: This level emphasizes customer service in terms of specific performance measures such as the percentage of orders delivered on time and complete and number of orders processed within acceptable time limits.
(c) Customer service as a philosophy: This level elevates customer services to a firm wide commitment to providing customer satisfaction through superior customer services.
Rather than viewing customer service as a set of performance measures, this interpretation involves a dedication to customer service that pervades the entire firm and all of its activities.
Firm having this approach to customer service emphasize quality and quality management. Also, the value-added dimension is included as the goal of the corporate customer service philosophy in such organizations.
To sum up, it may be stated that “Customer service is a process of providing competitive advantage and value adding benefits to the supply chains in order to maximize the total value to the ultimate customer”.
(a) Customer service as an activity: This level treats customer service as a particular task that a firm must accomplish to satisfy the customers need.
Typical examples are:
(i) Order processing,
(ii) Billing and invoicing,
(iii) Product returns and
(iv) Claims handling.
Customer service department could be set up to basically handle customer problem and complaints.
(b) Customer service as performance measures: This level emphasizes customer service in terms of specific performance measures such as the percentage of orders delivered on time and complete and number of orders processed within acceptable time limits.
(c) Customer service as a philosophy: This level elevates customer services to a firm wide commitment to providing customer satisfaction through superior customer services.
Rather than viewing customer service as a set of performance measures, this interpretation involves a dedication to customer service that pervades the entire firm and all of its activities.
Firm having this approach to customer service emphasize quality and quality management. Also, the value-added dimension is included as the goal of the corporate customer service philosophy in such organizations.
To sum up, it may be stated that “Customer service is a process of providing competitive advantage and value adding benefits to the supply chains in order to maximize the total value to the ultimate customer”.