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distri

QuestionAnswer
The service provided during product distribution, including ordering, availability, and delivery. Customer service
The item itself, including its features, ease of use, style, and quality. Core product
The service elements around a product, such as ordering, delivery, and after-sales support. Product surround
Providing the correct amount of a product. Right quantity
Providing the correct item. Right product
Delivering the product at the appropriate time. Right time
Delivering the product to the correct location. Right place
A formal statement describing a company’s customer service commitments. Written customer service policy
The consistency of meeting delivery promises. Delivery reliability
Whether every item in an order is delivered. Complete order delivery
Updates that tell customers where their orders are in the process. Order status information
The time required for a service worker to respond to a call-out. Call-out time
The correctness of the information and amounts on a bill. Invoicing accuracy
The process for receiving and handling customer dissatisfaction. Customer complaints procedures
The ability to meet delivery commitments, such as fixed delivery times and undamaged orders. Dependability
The relative importance customers assign to different service factors. Service element significance
The process of measuring company service performance and comparing it with competitors. Competitive benchmarking
A method for comparing customer requirements with actual service performance to find gaps. Gap analysis
A service option designed to match the needs of a particular customer segment. Customer service package
The ongoing process of checking customer service against defined measures and correcting problems. Monitoring and control
The total time from order receipt through processing and delivery. Order cycle time
An order that meets requirements for quantity, timing, condition, and documentation. Perfect order
A marketing approach that uses service fulfillment to support customer retention. Relationship marketing
Created by: lykieee
 

 



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