Mr. Mark works as a customer service manager for an e-commerce company called "ShopSmart." ShopSmart sells a wide range of products online, and Mark's team is responsible for addressing customer inquiries and issues. Below are five customer cases that need to be resolved. For each case, find the solution for the issue and select preventive measures.
Customer 1: Jane ordered a birthday gift for her daughter, but it arrived two days late, missing the special day. She had meticulously planned a surprise celebration, and the late delivery disrupted her plans. As a result, her daughter was left disappointed, and Jane is seeking not only a solution to the delayed delivery but also a way to make it up to her daughter.
Customer 2: Jack received a defective electronic gadget he ordered, and it's not functioning correctly. Jack wants to know how ShopSmart can rectify this situation and ensure that he receives a fully functional replacement or a refund.
Customer 3: Sarah received her order, but some items from her purchase were missing. Sarah is seeking a solution to get the missing items as soon as possible to avoid disappointment and inconvenience.
Customer 4: Mike noticed a billing discrepancy on his credit card statement related to a recent purchase. He's a loyal customer and has never encountered such an issue before. Mike is concerned about the erroneous charges on his statement and is looking for a prompt resolution and clarification regarding the billing error.
Customer 5: Emily wants a refund for a dress she ordered online, but it doesn't fit as expected. The dress size was not in line with ShopSmart's sizing chart, and Emily wants to return the dress and receive a refund promptly. She's looking for a hassle-free return process and a full refund for the purchase.
Q: How can Customer 1 Jane's issue be resolved?
Answer Options:
To compensate for the inconvenience, ShopSmart can offer Jane a discount or a gift card for her next purchase. [P 166-169]
What is the primary focus of managing transportation in the context of global logistics?
Minimizing transportation costs is a key focus, as it is a non-value-adding activity in the supply chain, and reducing costs improves overall efficiency. [P-4]
What is the purpose of the "order picking" stage in storage and handling practices?
The order picking stage involves retrieving and preparing inventory for dispatch based on order requirements, ensuring efficient fulfillment. [P-9]
In the context of a global supply chain network strategy, what are some sources of disruption? (Select ALL that apply)
Common sources of disruption in global supply chains include natural disasters, exchange rate fluctuations, industrial strikes, and political instability. Rapid product obsolescence is not a direct supply chain disruption factor. [P-95]
A multinational corporation decides to divest ownership of its subsidiaries, vendors, and suppliers to focus on product strategy. What term best describes this strategic shift?
Vertical disintegration occurs when corporations divest their ownership of subsidiaries and suppliers to focus on innovation. [P-107]
