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Essay / Research Paper Abstract
This 7 page paper looks at the way in which customer services requirements vary between different industries and product types. Using the examples of a refrigeration company making single units to order, a lawnmower manufacturer with a range of twenty products and a mass manufacturer of food products the paper discusses the different customer service requirements before identifying suitable distribution strategies for each example. The bibliography cites nine sources.
Page Count:
7 pages (~225 words per page)
File: TS14_TEcustind.rtf
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Unformatted sample text from the term paper:
customer service requirements will vary according to a number of factors; the needs of the customer, the type of product, the competitive environment as well social or legal requirements. By
looking at three different types of businesses the customer service requirements can be evaluated demonstrating commonalities and differences between different industries and product types.
If the first business is a manufacture of refrigeration units supplying only industry customers they deal with is limited to commercial clients. This is a company supplying specialised products;
it is unlikely to hold any inventory of finished goods as units will be made to order. It has been noted by Kotler (2003, 1999), that customers do not buy
goods or services they buy the utility that the good or service provides. For example customer does not buy a drill they buy the facility to make holes, likewise they
do not purchase a bed but the facility to get a good nights sleep. This is true of both domestic and commercial customers, although the end product in this case
is refrigeration unit the purpose for the purchase is the facility of a cold storage. As finished units are not kept in stock
the customer service process begins prior to the ordering. To make an order the customer needs to be sure that the unit they are purchasing will meet their needs. Each
customer will have different needs; it will start the basic function of the unit with additional characteristics and qualities according to the way they wish to use it. The additional
characteristics and requirements may include aspects such as budget, payment terms, guarantees, service agreements and physical characteristics such as size shape and weight (Hooley et al, 2003).
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