Term
| The first step when dealing with challenging customers and their complaints |
|
Definition
| understand what type of difficult customer they are |
|
|
Term
| Skills to avoid losing a challenging customer |
|
Definition
- identify the type of challenging customer
- practice active listening
- avoid empathetic stories
- avoid putting them on hold
- acknowledge and solve their problem
|
|
|
Term
| what to do after dealing with a challenging customer |
|
Definition
| report and document all customer complaints |
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|
Term
| Which of the following terms best describes an approach that seeks to build long-term value by ensuring that every part of an organization understands its role in serving the customer? |
|
Definition
| customer life-cycle managment |
|
|
Term
| what are the three general types of relationships in the supply chain? |
|
Definition
| transactional, collaborative, and strategic |
|
|
Term
Communication involves what information methods?
|
|
Definition
|
|
Term
| what is NOT part of the customer order fulfillment process |
|
Definition
|
|
Term
| what is the starting point of the customer order process |
|
Definition
|
|
Term
An order management system (OMS) typically does not provide information about
|
|
Definition
|
|
Term
| what is NOT part of the reverse logistics process |
|
Definition
|
|
Term
| what is a key metric related to the returns function? |
|
Definition
| length of time to process returned products |
|
|
Term
|
Definition
| any action that is permitted or required by the laws of a governing body |
|
|
Term
| the levels of suppliers within a supply chain are called |
|
Definition
|
|
Term
The demand planning function initiates requisitions for
|
|
Definition
|
|
Term
| purchase orders are placed with suppliers by |
|
Definition
|
|
Term
The time it takes for a supplier to deliver an item after the purchase order is placed is known as
|
|
Definition
|
|
Term
| an example of a value-added function in a warehouse is |
|
Definition
|
|
Term
Routine maintenance, repairs, and warranty work are performed by
|
|
Definition
|
|
Term
| manufacturing can be defined as |
|
Definition
| converting raw materials and other items into finished products |
|
|
Term
| one focus of the manufacturing process is to ensure that |
|
Definition
| product quality is achieved |
|
|
Term
| what does inbound logistics support? |
|
Definition
| the procurement of materials and goods from supplier locations |
|
|
Term
| customer service shares what goal with inventory management |
|
Definition
| maintain inventory to control costs |
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