实用物流英语教学课件作者高芳2-4课件.pptVIP

Module 2Customer Service Information Technology Objectives lead-in Questions: 1. What is the scope of customer service in your mind? 1)In logistics sense a series of logistics activities designed to enhance（提高） the level of customer satisfaction the feeling that a product or service has met the customer expectation; 2) In marketing sense the provision of service to customers before, during and after a purchase Elements of Customer Service Activity 1 ----Task 1 Look at Figure 4-1, discuss in groups about the relationship between customers and other members over a supply chain and give an oral presentation of your conclusion. Figure 4-1 Questions for hint: 1 What kind of customer is illustrated in figure 4-1? Customer is the core over a supply chain and means differently to different parties in a supply chain. For manufacturers, customers may be distributors, retailers, or end users of products; For distributors , customers may be retailers, end users; For retailers , customers may be end users; for suppliers, customers may be manufacturers, distributors, retailers; For logistics companies, customers may be any company who needs an agent to transport and deliver goods safely, swiftly and economically to destination. Questions for hint: 2 In what aspects and ways does each member of a supply chain try to customers? Manufacturers should ensure the quality of products, and provide proper outer packing and attractive inner package to satisfy customers. Distributors mainly provide proper warehousing, like consolidation, sortation, order assembly, etc. to satisfy their customers. Retailers mainly provide varieties of products and convenient and comfortable shopping environment for customers. Suppliers will ensure to provide materials or products timely and safely to their customers. Logistics companies will provide thoughtful warehousing and transportation service and deliver goods to destination as safely, swiftly and econ