Please help writing a reply to one (or both) people. Reply must start with the students name that you are responding to.For example: Miranda, Great post, I agree..... go on to include specific details from their post. and elaborate why you agree or disagree. Should be appx 3-5 sentences.

Lillian-

1. Why should logistics managers worry about customer service?

Logistic managers should worry about customer service, because at the end of the day the customer's satisfaction is going to be a huge determining factor in deciding whether or not to continue business with a company. Working at a job where inventory is huge, when you are working with a logistics company who has great customer service and great delivery, you are more than likely to continue business. However, if one of these aspects begin to worsen, questions become asked on whether or not the positives can outweigh the negatives in deciding your future with the company.

2. Keeping your answer from Question 1 in mind, what should a world-class logistics customer service system be able to deliver?

Aside from being able to "deliver" your order in a timely manner, there are many other things a world-class logistics customer service system should be able to deliver. They should be able to deliver a positive attitude when assessing a situation and figuring out a game plan moving forward. But, most importantly, I believe delivering information is crucial. If a delivery window is going to be missed, the receiver could be made aware ahead of time, and I feel that they would be more likely to understand. Whereas, if all they know is that they did not receive the order but have no idea where it id or if and when it will arrive, they are most likely going to be upset, just as Gorilla was in this situation. Communicating and proving information, I feel, can be big game changers in customer service.

3.If you were David, how would you make sure that you dont disappoint Gorilla in the future?

If I were David, I would ensure that my delivery team came up with a game plan as soon as possible to ensure the delivery was made. From then on, I would start providing a time log to the consumer that had updates as well as information they need in order for them to keep track of what is coming in and when. Although this was a one time mistake, it could have been one that severed ties with Gorilla, a huge key account. Being a top key account, they should be receiving the best customer service which would help prevent situations like this one.

Kaeden -

1. Logistics managers should be worried about customer service because the customer has a need. When thinking about it if your company can be effective in speed and consistency by making sure there are no picking errors and the product is not damaged or the delivery doesnt make it in the time window the customer is expecting then the customer will be happy and will most likely use a companys service again and again. But lets say this is a customer's first time trying a new service and the whole order is messed up the chances of the customer using your service again are unlikely because, in the customers eyes, the service may be deemed as unreliable. In my personal experience when we made a mistake that affected the customer we fixed it the same day by pulling the correct product, delivering it the same day, and giving a customer a discount because we didnt want to lose the customer to another company. But it shows the customer that were willing to go the distance and do anything to make sure the customer is happy in the end.
2. A world-class logistics customer service system should be able to deliver quite anything depending on the companys resources. A company can outsource themselves to other companies to make sure the customer is happy and satisfied. Another example is communication with the customer keeping them updated if there are any delays so the customer knows. But keep in mind errors happen so if it does then the company should offer an incentive to the customer and offer a lower cost and a better service to make sure the customer is happy and is willing to use the service again.
3. If I were David in this situation and I didnt want to disappoint Gorilla in the future I would be offering an incentive. So it shows that David cares about the Gorilla. But the Gorilla would be expecting a better outcome when they meet again.