Chapter 4 
Logistics/ Supply Chain Customer Service

Customer Service, a part of firms overall service offering, we will begin with service from the firms perspective and then distill out those elements that are specific to logistics.

Customer Service Element:

Pretansaction Elements	Transaction Elements	Post-transaction Elements
v  Written statement of policy v  Statement in hands of customers v  Organizational structure v  Technical services	v  Stock level v  Ability to back-order v  Elements of order cycle v  Time v  Transship v  System accuracy v  Order convenience v  Product substitution	v  Installation, warranty, alteration, repairs, parts v  Products tracking v  Customer claims complaints v  Product packaging v  Temporary replacement of product during repairs

Components of a Customer Order Cycle

Customer Service elements:

v  On-time delivery

v  Order fill rate

v  Product condition

v  Accurate documentation