The Intangible Necessity :: Customer Service Research Papers

The Intangible NecessityWorks Cited MissingIntroductionIts the strategic interface in the midst of marketing and logistics, it adds think of to any given product, yet its intangible what is it? The answer is simple customer service. Customer service has been an issue since the early 1970s (Cavinato 60). Though its long been considered an issue, its important to remember that there isnt one set formula to developing customer service, its more of a learning ability (Cavinato 61). Customer service is usually only considered between retailers and end users however, customer service is the fuel that drives the logistics supply mountain range engine (Coyle 92). Its important for logistics companies to date at customer service from all aspects, since it is one way that companies can have a distinctive competitive advantage over competitors. This essay leave behind discuss customer service in two parts, by explaining customer service in terms of its definition and the elements that comprise it and how customer service is utilize in the logistics world. What is Customer Service?DefinitionOne author defines customer service as a process for providing competitive advantage and adding benefits to the supply chain in order to maximize the total value to the ultimate customer (Coyle 96). Its difficult to specifically define customer service because it incorporates several distinct areas however, it can be narrowed down to something that a company provides to the end users of its products (Coyle 95). Customer service is important in all areas of a business, upstream to the suppliers of the new materials and downstream to the end users. Customer service can be viewed in three standard ways as an activity, as a performance measure, and as a philosophy (Coyle 96). ActivityCustomer service at this first level is very common. Its the particular task that a firm mustiness accomplish to satisfy the customers needs (Coyle 96). An example at this level would be a customer at a department instal voicing a complaint to the customer service desk. The employees at the store must listen and attempt to correct the customers problem. The manner in which the employee or the store corrects the problem reflects on the companys customer service. At the logistics level, its merely a transaction (Coyle 96). Its the communication between the person placing the order and the companys representative on the other end.