实用物流英语2-4

Questions for hint:
2 In what aspects and ways does each member of a supply chain try to customers?
Manufacturers should ensure the quality of products, and provide proper outer packing and attractive inner package to satisfy customers.
Activity 1
----Task 1
Look at Figure 4-1, discuss in groups about the relationship between customers and other members over a supply chain and give an oral presentation of your conclusion.
means differently to different parties in a supply chain. ➢ For manufacturers, customers may be distributors, retailers, or end users of products; ➢ For distributors , customers may be retailers, end users; ➢ For retailers , customers may be end users; ➢ for suppliers, customers may be manufacturers, distributors, retailers; ➢ For logistics companies, customers may be any company who needs an agent to transport and deliver goods safely, swiftly and economically to destination.
Figure 4-1
manufacturer
retailer
Customer
Logistics company
Distributor / reseller
Supplier
QueBaidu Nhomakorabeations for hint:
1 What kind of customer is illustrated in figure 4-1? ➢ Customer is the core over a supply chain and
Distributors mainly provide proper warehousing, like consolidation, sortation, order assembly, etc. to satisfy their customers.
Retailers mainly provide varieties of products and convenient and comfortable shopping environment for customers.
substitution
Posttransaction elements
• Installation, warranty, alterations, repairs, parts
• Product tracing
• Customer claims, complaints, returns
• Temporary replacement of products
customer satisfaction the feeling that a product or service has met
the customer expectation; 2) In marketing sense the provision of service to customers before,
during and after a purchase
Elements of Customer Service
Pretransaction elements
• Written statement of policy
• Customer receipt of policy statement
• Organization structure
Suppliers will ensure to provide materials or products timely and safely to their customers.
Logistics companies will provide thoughtful warehousing and transportation service and deliver goods to destination as safely, swiftly and economically as possible.
• System flexibility
• Management services
Transaction elements
• Stockout levels • Order information • Elements of order
cycle • Expedited
shipments • Transshipment • System accuracy • Order convenience • Product
lead-in Questions:
1. What is the scope of customer
service in your mind?
1)In logistics sense a series of logistics activities designed to enhance（提高） the level of