物流英语unit_2_Customer_Service_and_Logistics教材教学课件.ppt

Unit 2 Customer Service and Logistics ;Contents ;Role of Logistics in Marketing Mix;Role of Logistics in Marketing Mix;Role of Logistics in Marketing Mix;The definition of customer service;The definition of customer service;Three levels of customer service in logistics ;Three levels of customer service in logistics;Three levels of customer service in logistics; Issues in improvement of customer service ;Issues in improvement of customer service;Issues in improvement of customer service;Issues in improvement of customer service;Issues in improvement of customer service;Issues in improvement of customer service;Issues in improvement of customer service;Customer Service of ; Founded in 1994 Large-scale inter-provincial private catering enterprise Specializing in Sichuan style hotpot 60 chain stores in China One of the top 100 restaurants in China Chinese Famous Hotpot, Consumer Satisfaction Unit, Major Taxpayer;Zhang Yong The founder of HaiDiLao Characteristic personalities: communist, grass-root wisdom Operation philosophy: “service differentiation strategy”; “Service first, customer first”; “Human-based、family-like service”;（2）The inside services of HaiDiLao----Treat the staffs as family members;;;;VS ;HaiDiLao: Super Five-star Service Special reception movement While waiting: free snakes, tablegames, Internet access While eating: “flying squad” busboy, noodle-stretching show While leaving: little gifts sometimes “Creepy” caring service: manicure, shoes-polishing;Dangdang’s Service Mode For reference ;Pre-transaction elements;Components of Customer Service;Written customer service policy;The written policy accessibility;Expedite shipment ;Order cycle time;Inventory availability;Order status information;order convenience ;;;Product substitution;Product tracing/warranty;Complaints, claims;;;Thank You!