Famous qoute from Philip Kotler
The sales department isn’t the whole company, but the whole company better be the sales department
-> understanding the needs of your customer
Why is customer service so important?
customers will tell twice as many people about bad experiences than as good ones
dissatisfied customer will tell 8 to 10 people about the bad experience
70 % of upset customers will remain your customer if you resolve the complaints compulsory
it is easier to get customers to repeat than it is to find new ones
80 % of new product and service ideas come from customer ideas
cost of keeping an existing customer is 1/6 of the cost of attracting a new customer
What is logistics customer service?
Right Product
Right Customer
Right Time
Right Place
Right Condition
Right Quantity
Right Cost
Elements of logistics customer service
Pre-Transaction
statement of policy, system flexibility, management service
Transaction Elements
stockout level, order information, elements of order cycle, expedite shipment, transship, system accuracy, order convenience
Post-Transaction
installation, warranty, repairs, product tracing, claims, complaints, return
10 Points of Service Quality
Reliability
Responsiveness
Competence
Access
Courtesy
Communication
Credibility
Security
Tangibles
Knowing your customers
How do know your customerr?
Data
Information
Knowledge
Application
DIKA
not all customers have the same requirements
What is the best way to generate revenue and profit?
KEEP YOUR CUSTOMERS HAPPY!
How to develop a customer accomodation strategy?
Customers should be segmented based on their service needs
Companies need to adapt to serve those segments
programs for customer relationship management
How do we win customers?
Deliver commodity that meets specifications
Deliver “good” products & services
Provide good customer service & support
Articulate solutions to customer business issues
Integrate solutions to customer organization issues
What is EERS?
Efficiency, Effectiveness, Relevance and Sustainability
What is cold ironing?
Landstromversorgung während des Hafenaufenthalts
What is slow steaming?
Reducing the pace of the ship to reduce emissions
What is important when you want to understand your customer?
Dialogue with customer, not a monologue
What does ROI in a different context mean?
Relationships
Opportunities
Improvements
Last changeda year ago