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What are the contents of logistics customer service cost?
Logistics customer service cost refers to all kinds of expenses or losses incurred by logistics enterprises in customer service. According to the actual situation of its expenses or losses, customer service costs can be divided into explicit costs and implicit costs.

Explicit cost refers to the actual expenses and expenditures incurred by enterprises in customer service activities. The formation of this cost is based on the payment of money and the consumption of assets, such as the salary of customer service personnel and the activities of customer service departments. Explicit cost is the same as transportation and storage in economic content, and labor cost, equipment cost, technology cost and related management cost are the core contents of its cost composition. According to different payment methods, explicit costs can also be divided into white-camp costs and outsourcing costs; According to the different functions of cost, it can be summarized as the cost related to marketing activities and the cost related to logistics service quality.

Hidden cost, also known as customer churn cost, refers to the potential loss caused by customer churn due to defects in logistics service quality. Implicit cost is not the actual expenditure of an enterprise in its business activities, but the expected reduction of income or profit, which is the embodiment of risk awareness in logistics service cost management.

Content of logistics customer service cost:

1, customer service fees related to logistics marketing activities

The customer service cost in logistics marketing activities refers to the expenses incurred in order to let customers know, evaluate and purchase logistics services.

(1) Pre-sales marketing expenses

Pre-sales marketing expenses are related to service activities such as contacting customers and communicating the supply and demand channels of logistics services, including information investigation expenses, customer experience expenses, target market decision-making expenses, promotion activities expenses and so on.

(2) Marketing expenses during the sales period

Marketing expenses in sales include gifts, price reduction and refund, lottery, visit and inspection, as well as expenses incurred in maintaining customer relations with various tools, various travel expenses and telecommunications expenses.

(3) After-sales service fee

After-sales service expenses refer to the expenses incurred by logistics enterprises in providing services to customers after they purchase logistics service products. Specifically including:

① Access service fee. Access service fee refers to the text information fee, personnel travel fee, telephone and fax fee, network use fee and other expenses incurred by the enterprise in customer access service. For all enterprises, customer feedback is an important information resource for enterprise development. Through the visit, enterprises can obtain information about logistics service quality and customer satisfaction.

② Three Guarantees Service Charge. Three guarantees refer to return, replacement and repair. Logistics enterprises with advanced management concepts also provide customers with new contents such as loss compensation, service life and technical training. The cost is the cost incurred to remedy the quality of logistics services, such as providing equivalent services, compensating for various losses, and training customers.

③ Introduce the consulting service fee. Introduction consulting service fee refers to the cost of introducing logistics services to customers in detail, including technical training fees, such as training fees for using logistics software, in addition to various written materials.

(4) Other expenses. For example, service costs such as labor, materials and travel expenses caused by poor design, and poor marketing caused by monitoring service quality.

Customer service costs include not only the direct service activities before, during and after the above-mentioned transaction, but also some indirect costs, such as training costs and transaction costs. Training expenses refer to the expenses of formal training for internal employees and customers, including lecturer fees, venue equipment rental fees, transportation and travel expenses, etc. Transaction cost, also known as transaction cost, refers to the price paid to ensure the normal transaction, such as the cost of finding the transaction object, the signing fee, the contract performance fee, and the cost of establishing the contract performance guarantee mechanism.

2, logistics service quality cost

The quality of logistics depends on the quality of logistics products, logistics services, logistics work and logistics process, among which the quality of logistics services plays a decisive role in customer satisfaction. Modern logistics workers are increasingly aware of the importance of logistics service quality to the strategic success of logistics enterprises. Logistics service quality is not only a tool to increase costs, but also a key source of competitive advantage.

The cost of logistics service quality refers to the sum of all the expenses paid by the enterprise to ensure the quality of logistics service and all the losses caused by the failure of logistics service quality to meet the established standards. Logistics service quality cost can be divided into direct quality cost and indirect quality cost.

According to the composition of logistics service quality cost, its calculation formula is as follows:

Quality cost = direct cost+indirect cost

Where: direct cost = internal failure cost+external failure cost+appraisal cost+prevention cost.

Indirect cost = the cost of compensation and various remedial measures

3. Outsourcing costs

Outsourcing refers to enterprises entrusting their non-core business to professional companies through contracts in order to enhance their core competitiveness. It is a long-term, strategic, interpenetrating and mutually beneficial way of business entrustment and contract execution. On the one hand, it can enable contracting enterprises to obtain more thoughtful and professional services, put energy and financial resources into their main business, and achieve the business objectives of improving efficiency, being close to the market, reducing investment and obtaining the highest income; On the other hand, it also provides a broad market for the development of professional companies. In today's increasingly fierce market competition, the scope and content of outsourcing have expanded rapidly, and many enterprises have begun to outsource all or part of their customer service business. Service outsourcing can not only help enterprises save time, energy and expenses, but also enable organizations of different sizes to obtain professional and personalized customer service.

The items in the table, such as investigation and consultation fees, training fees, and temporary incident service fees, are special in nature, and the undertaker of the expenses can be specified when the expenses occur. In practice, service contractors usually decompose other expenses except the above three expenses into the unit working hours of employees, determine the standard rates of various service expenses, and then calculate and charge the corresponding fees from outsourcing enterprises accordingly. Therefore, the customer service cost of service contracting enterprises should be calculated according to the following formula:

Outsourcing cost = unit service cost × service workload+special investigation and consultation fee, training fee, temporary activity service fee, etc.

Among them, the unit service cost refers to the cost per hour (or each incoming call and outgoing call), and the service workload refers to the service working hours or the number of incoming calls and outgoing calls within a certain period of time.

4. Customer churn costs

Customer churn cost is the sales loss when the service level of logistics customers is not satisfactory, and it is the extra cost for enterprises to save customers. Customer churn stems from customer disappointment, which will not only affect the sales of existing customers, but also cause potential customers to leave at an unpredictable time. Therefore, the cost of customer churn is sometimes unpredictable and uncontrollable.

(1) The cost that cannot be estimated.

The duration and scope of customer churn depends on customers' perception of service and the strength of competitors. The sales loss caused by customer churn has existed for quite some time, and it is difficult to accurately quantify and eliminate it. The incalculable costs brought by customer churn to enterprises are:

(1) Corporate reputation has deteriorated. The reputation of loyal customers will promote the purchase of other customers. On the contrary, the failure of customer service will form a negative publicity effect, reduce the promotion effect of enterprises and damage the image of enterprises.

(2) the competitiveness is weakened. The loss of customers leads to the decline of business volume of enterprises, which not only reduces the scale benefit of enterprises in the current period, but also leads to the weakening of competitive strength.

(3) the decline of customer value. Customer value refers to the value created by customers for enterprises, which is expressed as profit in quantity. The slogan of customer service is "Let the customers who accept the service for the first time become your lifelong customers". From this point of view, customer value, as the source of enterprise profits, should be a lifelong value, which depends on the time of cooperation between customers and enterprises.

(2) Customer relationship maintenance costs

Maintenance cost refers to the customer contact cost incurred by enterprises in order to close the customer relationship, such as free gifts, regular visits, holding symposiums, inviting tourists, etc. When some customers are lost, enterprises have to increase the cost of customer maintenance to ensure that existing customers are no longer lost and those who have already "lost" come back.

Based on the above analysis, the customer churn cost can be calculated as follows:

Customer churn cost = incalculable cost+customer relationship maintenance cost

5. Calculation of total cost of logistics customer service

(1) Total cost of logistics customer service

The calculation formula is:

Total cost of logistics customer service = customer service cost related to marketing activities+logistics service quality cost+necessary service outsourcing cost+customer loss cost.

(2) the distribution of the total cost of logistics customer service

The allocation of the total cost of logistics customer service is realized by calculating the allocation rate. There are two methods to calculate the distribution rate: one is to divide the total logistics customer service cost by the total customer service hours (or times) to get the hourly (or times) customer service cost rate (or hourly distribution rate); Secondly, divide the total cost of logistics customer service by the total turnover, and get the customer service cost rate of turnover (or the distribution rate of unit turnover).