Customer Service in the Transport Logistics
Introduction
The South African transport industry is one that is changing. In terms of Customer service there are certain companies that are excelling and are able to provide service that gains them a greater measure of customer satisfaction. Good customer service is an integral part of any business or organization. The process of managing stock, warehouse inventory, and freight transportation is at the heart of logistics. Logistics is the management and coordination of moving inventory from its origination to its ultimate destination. The goal of a logistics team is to find a way to do this process in the most streamlined, cost efficient method possible. The overall High costs in the logistics industry though are a cause for concern as they hinder the ability of organisations to provide maximum efficiency, to their customers thus not achieving maximum customer service. We will discuss what customer service is and its importance in the transport industry. We will look at the challenges facing the South African Transport industry as well as current developments going into the world cup and what these developments mean for the future of the South African transport industry.
Customer Service is defined by Vogt and Pienaar as “the integrated series of activities between a supplier and a buyer, which enhance the sale and facilitate the effective use of the suppliers’ products. When rendered effectively, customer service is the overriding logistics supply chain function that can create demand and retain loyalty. In a broader sense customer service is the measure of how well the logistics system is performing in providing time and place utility for a product or service (Pienaar & Vogt; 2009, 25). According to Christopher and Peck (2003) customer service includes points of contact between a supplier and buyer also including tangible and intangible elements. Logistics performance is extremely important in achieving customer satisfaction.
Importance of Customer service
The South African transport industry is one that is changing. In terms of Customer service there are certain companies that are excelling and are able to provide service that gains them a greater measure of customer satisfaction. Good customer service is an integral part of any business or organization. The process of managing stock, warehouse inventory, and freight transportation is at the heart of logistics. Logistics is the management and coordination of moving inventory from its origination to its ultimate destination. The goal of a logistics team is to find a way to do this process in the most streamlined, cost efficient method possible. The overall High costs in the logistics industry though are a cause for concern as they hinder the ability of organisations to provide maximum efficiency, to their customers thus not achieving maximum customer service. We will discuss what customer service is and its importance in the transport industry. We will look at the challenges facing the South African Transport industry as well as current developments going into the world cup and what these developments mean for the future of the South African transport industry.
Customer Service is defined by Vogt and Pienaar as “the integrated series of activities between a supplier and a buyer, which enhance the sale and facilitate the effective use of the suppliers’ products. When rendered effectively, customer service is the overriding logistics supply chain function that can create demand and retain loyalty. In a broader sense customer service is the measure of how well the logistics system is performing in providing time and place utility for a product or service (Pienaar & Vogt; 2009, 25). According to Christopher and Peck (2003) customer service includes points of contact between a supplier and buyer also including tangible and intangible elements. Logistics performance is extremely important in achieving customer satisfaction.
Importance of Customer service
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