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Chapter3 Customer Service Unit 1 Introduction to Customer Service Unit 2 Quality of Service and Setting Logistics Priorities Unit3 The Service-Driven Logistics System Unit 1 Introduction to Customer Service 1 Establishing Specific Objectives 2 Returned Products Unit 1 Introduction to Customer Service 1.Establishing Specific Objective Although many measures can be used to achieve specific objectives, the following four areas deserve special attention: 1.The total elapsed time from when the customer places an order until the customer receives the order. 2.The percentage of customer orders that can be filled immediately and completely from stock located in the warehouse. 3.The total elapsed time from receipt of the order until the shipment is tendered to the transport mode for delivery to the customer. 4.The percentage of customer orders that are picked and sent correctly 2. Returned Products One important post-transactional customer service activity is the handling of returned materials or merchandise. Like recycling, one of the effects of returns is to set up new flows of products. “Returns require a different infrastructure from outbound shipment.” 2. Returned Products At the reclamation centers, the conventional checkout scanner is used to record the products received, item by item, and to note both the store from which they came and their manufacturer. The goods can then be ·Repackaged for resale ·Donated to charities that feed the homeless ·Resold to small retailers that handle and resell damaged goods ·Sold to pet food industries for use as filler (e. g., some cereals and pasta) ·Hauled to a landfill site if they have no value New Words and Expressions ? sub-system n. 子系统 pallet n. 货架 deviation n. 偏离、偏差 prompt adj. 立刻的,迅速的 shipper n. 托运人,发货人 disgruntle v.
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