This training module familiarizes participants with the basic concepts, introduction and overview of what is logistics and customer service, from theories to strategies of supply chain and operational guidelines, emphasizing the impact of this discipline on customer service, order processing, IT system management and its governing elements in the entire supply chain.
Furthermore, Customer satisfaction is the most important indicator of consumer re-purchase intention and loyalty. Hence, it is of utmost importance of staff that serve customers everyday not only is able to achieve but exceed customers’ expectations. This course is designed to enable staff to be able to add value and contribute effectively to their companies’ mission to achieve Total Customer Satisfaction.
COURSE MODULE
Module 1: Introduction – An introduction to Logistics & Customer Service Management
Module 2: Customer Service & Order Processing, Getting the Right Mind-Set
- Customer oriented philosophy: Integrates and manages all elements of service to a customer
- Getting right output to customers / Idea of a good customer service personnel
Module 3: Customer Service Standards
- What is considered service standards
- Customer Service expectation
- Customer Service Objectives
- Customer Service standards – current vs desired
Module 4: Customer Service Skill-Set
- Personal Grooming/body language/voice
- Customer Service Steps (including “how to handle rejection”)
- Handling queries and customer complaints
Module 5: IT System & Communication
- Overview of IT system in logistics operations
- Various EDI, Networking parameters, ECR concept
- Status & Tracking: how system works
- Communications – Automated, Complex, Rigid
Module 6: How to Handle Difficult Customers & Performance Measure
- Understand how Quality Assurance assists in operations
- Total Quality Management – its concept and implementation
- Service Quality and its Performance Measurement
- What makes customers unhappy
- Steps to handle unhappy customers
- How to leverage teamwork
- Escalation and service recovery process