Logistics Management ,3rd Edition by Pearson

Customer Service • 31

2.3 SERVICE ATTRIBUTES

The most important and critical aspect of customer service is physical distribution of the product;

that is, making the right product available at the right place and at the right time, followed by the

motivation of service success facilitators such as channel members to complete the physical distri-

bution. For FMCG or mass-consumed products wherein product distribution is dependent on the

length and breadth of the channel needs the logistics programs customized to the requirements

of the channel partners. For these programs to be successful, the channel members need to be

serviced and motivated ...