第二单元-customer service.pptVIP

What is Customer?（什么是客户？） In logistics system, the term customer means the object of delivery, or simply speaking, persons or units that receive the goods. In practice, it can be considered as being composed of two parts ----internal and external customers. The internal customers involve persons or departments within a firm. In contrast, external customers, in the supply chain, range widely from wholesalers, retailers, end-users to other down-stream enterprises. Whoever the customers are, their demand for logistics service acts as a driving force that stimulates the development of logistics. 目标，物体 由—组成、构成 = be made up of 驱动力 刺激，促进 小河，小溪 The Definition of Customer Service （客户服务的定义） Customer service is normally defined as the service provided to the customer from the time the order is placed till the order is delivered. In fact, it is much more than this. It contains every aspect of the relationship between the manufacturer, supplier and customer. Under this definition it includes price, product range on offer, after-sales service, product availability, in other words, the total activity of servicing the customer. 客户服务包括价格和产品的变化，售后服务以及产品的可获得性，换言之，主是服务客户的所有活动。 Place the order 下订单 Two Elements of Customer Service （客户服务的种类） Almost no company provides all its customers with the same level of customer service. The service contains two major elements----basic service and value-added service. Basic service refers to the basic level delivered to all customers, whether less profitable or most profitable, they should receive service not lower than this level. 增值 有利可图的 In addition to basic service, firms sometimes offer extra service such as personal package to certain customers, who are considered as key customers by the firm. Such service exceeding the basic level is called value-added service. Once the firms decide to provide value-added service for customers,