When the product ordered by the customer is not available, it is replaced by a different size of the same item or a different product, which will perform just as well as better.
Post-Transaction Elements of Customer Service
These elements of customer service support the product or service after the customer has received it.
Post-transaction elements include:
1. Installation, Warranty, Repair and Service parts
These elements are important in purchases of capital equipment where such costs could outweigh the cost of the capital equipment itself.
2. Product Tracking
It is an important customer service element.
The firm must be able to track the product in transit and recall it if it is defective or potentially dangerous.
3. Customer Complaints, Claims and Returns
An accurate online information system is needed to resolve customer complaints by processing the data the customer and monitoring trends and providing the customer with the most current information viable.
Customers return defective goods, which go through the logistics process in reverse and hence referred to as reverse logistics.
Customer complaints must be handled as efficiently and effectively as possible.
4. Product Replacement
When a customer’s product is being serviced, he or she may be provided with a backup product to be used temporarily until the product is repaired or serviced.
This minimizes the inconvenience to the customer and making him more loyal to the firm.
Describe what is ABC analysis means
ABC (Always Better Control) analysis is one of the most commonly used inventory management methods. ABC analysis groups items into three categories (A, B, and C) based on their level of value within a business.
Classifying inventory with ABC analysis helps businesses prioritize their inventory, optimize operations, and make clear decisions. Coming up, we’ll explore ABC analysis in-depth, explain how to use it, and help you decide if it’s right for your business.
As the name implies, ABC analysis sorts inventory into three main buckets:
A items: This is your inventory with the highest annual consumption value. It should be your highest priority and rarely, if ever, a stockout.
