tailieunhanh - Lecturte Logistics management - Chapter: Customer service

Lecturte Logistics management - Chapter: Customer service. In this chapter, students will be able to understand: Basic concept of customer service, basic communication skills of dealing with customers. | Customer service cont . Basic concept of customer service Basic communication skills of dealing with customers Why do we need to treat the customers well? They are our bread and butter. They are the reason for my job. They are the reason the company exists. Review Do you think companies spend most of the time and energy attracting new customers or keeping existing customers? Which one is more crucial to a company, attracting new customers or keeping existing customers? Why? How do you understand the idea of “Customers are God”? Statistics: Advantages of keeping customers Repeat customers spend 33% more than new customers. It costs 6 times more to attract a new customer than it does to keep an existing one. As little as a 5% increase in customer retention can increase profits by 25 to 95%. Strategies of building customer loyalty Building brand equity - Brand loyalty (From a marketing point of view, brand equity is the measure of customer loyalty to a brand.) Creating customer satisfaction Creating and maintaining relationships - Customer service - CRM (customer relationship management) I. Customer Service Discussion: Sharing your experience Talk with your partner about your most delightful or annoying experience with customer service as a customer. Discussion: What were the consequences of your delightful and annoying customer service experiences? Facts about customer service 80% of business leaders believe their companies are doing a good job in the way they treat customers. Only 8% of customers agree. 54% to 70% of customers who complain will do business with you again if they feel their problem is resolved. That figure jumps to 95% if the customer feels the complaint has been resolved quickly. According to the above recent reports, outstanding customer service is now rated as being more important than low prices and quality products! Facts about customer service 1. What is customer service? How a company deals with its consumers before, during and after a . | Customer service cont . Basic concept of customer service Basic communication skills of dealing with customers Why do we need to treat the customers well? They are our bread and butter. They are the reason for my job. They are the reason the company exists. Review Do you think companies spend most of the time and energy attracting new customers or keeping existing customers? Which one is more crucial to a company, attracting new customers or keeping existing customers? Why? How do you understand the idea of “Customers are God”? Statistics: Advantages of keeping customers Repeat customers spend 33% more than new customers. It costs 6 times more to attract a new customer than it does to keep an existing one. As little as a 5% increase in customer retention can increase profits by 25 to 95%. Strategies of building customer loyalty Building brand equity - Brand loyalty (From a marketing point of view, brand equity is the measure of customer loyalty to a brand.) Creating customer .

• Quản trị kinh doanh
• Logistics management
• Lecturte Logistics management
• Quản trị logistics
• Customer service
• Building customer loyalty
• Customer care
• Quản trị logistics kinh doanh
• Bài giảng Quản trị logistics kinh doanh
• Business logistics management
• Chiến lược logistics
• Mục tiêu quản trị logistics
• Vai trò của logistics kinh doanh
• Mạng lưới tài sản logistics
• Hệ thống thông tin logistics
• Lập kế hoạch chương trình logistics
• Tổ chức logistics
• Thuê ngoài logistics
• Kiểm soát logistics
• History of logistics
• Logistics flows
• Corner store processes
• International logistics
• Global logostics
• Global logistics plans
• International supply chain
• Reverse logistics
• Operational factors reverse logistics
• Strategic reasons
• Concepts Logistics operations
• Logistics operations and management
• Models Logistics operations
• Logistics philosophies
• Logistics parties
• Logistics future trends
• Quản lý kho hàng
• Quản lý bao bì hàng hóa
• Quản lý logistics ngược
• Mạng lưới tài sản
• Kiểm soát hoạt động logistics
• Quá trình cung ứng hàng hóa
• Transport in the logistics chain
• Logistics chain
• Strategic factors impacting
• Warehouse management
• Logistics system
• Design consideration
• Logistics theory
• Lecture Logistics theory
• Lý thuyết logistics
• Logistics systems
• Inventory management
• Inventory management policy
• Direct shipment
• Dịch vụ khách hàng
• Quá trình cung ứng hàng hóa cho khách hàng
• Quá trình logistics trực tiếp trong bán lẻ
• Quản trị vận chuyển
• Hệ thống logistics
• Vận chuyển hàng hóa
• Quản lý hoạt động vận chuyển
• Total quality management
• Quality management
• Quality improvement
• Supply chain
• Value added
• Lead time
• Just in time
• Communication technology
• Satellite communication
• Electronic data interchange
• Logistical packaging
• Role of packaging
• Purposes of packaging
• Lecture Logistics management
• Logistics/SC in Diverse Areas
• Logistics Strategy Formulation
• Mixed strategy
• Supply chain strategy
• Managing facilitating goods
• Inventory cost
• Material management
• Manufacturing planning
• Production planning
• Supply chain management
• Bullwhip effect
• Control for supply chain management
• Supply chain logistics
• Management of supply chain logistics
• Supply chain logistics framework
• Warehouse replenishment systems