Customer service involves elements that occur before, during, and after a transaction. Pre-transaction elements include customer service policies and order processes. Transaction elements are related to order fulfillment, such as inventory availability and delivery. Post-transaction elements involve activities like invoicing and returns. Key aspects of customer service quality are timeliness, dependability, communications, and flexibility in meeting customer needs. Service quality measures customer experience against expectations.

2. Customer ser vice is a process for
providing significant value added benefit to
the supply chain in a cost-effective way.

4. Pre-transaction elements : customer service factors
that arise prior to the actual transaction taking place.
Transaction elements: the elements directly related
to the physical transaction and are those that are most
commonly concerned with logistics.
Post-transaction elements: these involve those
elements that occur after the delivery has taken place.

5. written customer service policy;
organizational structure;
method of ordering;
single order contact point;
accessibility of order personnel;
order size constraints;
system flexibility

6. condition of goods;
inventory availability;
order preparation;
service/order cycle time;
delivery alternatives;
delivery time;
delivery reliability;
delivery of complete order;
order status information.

7. invoicing procedures;
invoicing accuracy;
product tracing/warranty;
returns policy;
availability of spares;
call-out time;
customer complaints and procedures.

8. 1. Time – usually order fulfilment cycle time;
2. Dependability – guaranteed fixed delivery
times of accurate, undamaged orders;
3. Communications – ease of order taking, and
queries response;
4. Flexibility – the ability to recognize and
respond to a customer's changing needs.

9. Service quality is a measure of the extent to
which the customer is experiencing the
level of service that he or she is expecting.
Service quality is the match between what
the customer expects and what the
customer experiences.
Service quality = Perceived Performance x 100
Desired Expectations

10. REFERENCE
S
 Douglas M. Lambert, James R. Stock, & Lisa M. Ellram. Fundamentals of Logistics Management. Irwin McGraw-Hill, Inc.
 Siagian, Yolanda M. 2005. Aplikasi Supply Chain Management Dalam Dunia Bisnis. Jakarta: Grasindo.