Logistics of customer services 2700-L-LM-D6LOBK-LMM

The lecture aims to present methods of customer service,
presentation of the principles of logistics customer service (standards,
quality strategies), methods of selection standards of logistic support
client representation services to customers sales techniques mass
and individual familiar with the new technologies serving
customer service in the institutions.

Inability to improve positive grades.

Type of course

obligatory courses

Mode

Classroom

Prerequisites (description)

The aim of the lecture is to analyze issues related to customer logistics and the possibilities and basic functions of competitive advantage on the market by using the customer service logistics level. The seminar presents the importance of logistics service, which presents the perception of the company, analyzes the stage of customer service, discusses e-commerce activities, and important elements of customer service in the 21st century.

Course coordinators

Agata Opolska-Bielańska

Learning outcomes

Student
- Knows how to organize, evaluate, and correct customer service in the enterprise
- Knows the basic concepts of logistics customer service
- Is able to plan a proper policy of customer service in the enterprise,
- Apply the acquired knowledge to the development of good relations with customers

Assessment criteria

Presence
Seminar
Case studies
Design of customer service policy
exam

Practical placement

Lack of

Bibliography

Christopher M., Peck H.,Logistyka marketingowa. Wyd. PWE, Warszawa 2005
Kempny D.,Logistyczna obsługa klienta. Wyd. PWE, Warszawa 2001
Zarządzanie logistyczną obsługą klienta. pod red. J. Długosza, Wyd. AE w Poznaniu, Poznań 2005
Coyle J.,Bardi E., Langley J., Zarządzanie logistyczne. Wyd. PWE, Warszawa 2002
Kauf S., Logistyczna obsługa klienta, [w:] Vademecum logistyki, pod red. S Kauf i innych, Wydawnictwo Difin, Warszawa 2016
Kauf S., Tłuczak A., Logistyczna obsługa klienta, Wydawnictwo PWN, Warszawa 2018
Kramarz M., Elementy logistyczne obsługi klienta w sieciach dystrybucji.
Pomiar,ocena,strategia, Wydawnictwo Difin, Warszawa 2014

Additional information

Additional information (registration calendar, class conductors, localization and schedules of classes), might be available in the USOSweb system:

Description of 2700-L-LM-D6LOBK-LMM in USOSweb