- Contract Management for Non-Contract Professionals 16 - 20 May 2021
- LV, MV and HV Circuit Breakers 16 - 20 May 2021
- The 10-day Contract & Project Management Skills for Non-Professionals 16 - 27 May 2021
- Oil & Gas Operational Safety 16 - 20 May 2021
- Financial Analysis: Evaluation, Budgeting & Decision Making 16 - 20 May 2021
- Supplier Relationship Management (SRM) and Operational Excellence 16 - 20 May 2021
- SAP Enterprise Resource Planning 16 - 20 May 2021
- Process Plant Start-up and Commissioning 16 - 20 May 2021
- Process Plant Start-up, Commissioning and Troubleshooting 16 - 27 May 2021
- Emotional Intelligence: EQ for Innovative Leadership and Corporate Teamwork 16 - 20 May 2021
- Healthcare Operations: Cost Control & Productivity Management 16 - 20 May 2021
- e-HR: Latest Trends and Applications 16 - 20 May 2021
- Integrated Reservoir Analysis: Concepts, Methodology & Importance 16 - 20 May 2021
- Leadership Development for Engineers 16 - 20 May 2021
- Leadership & Crisis Management in Emergency Situations 16 - 20 May 2021
- Advanced Presentation Skills 16 - 20 May 2021
- Petroleum Production Operations 17 - 21 May 2021
- Construction Administration for Engineers 17 - 21 May 2021
- The 5-day Contract Professional MBA 17 - 21 May 2021
- Ship Chartering, Laytime & Demurrage Masterclass 17 - 21 May 2021
Customer Service in the Supply Chain
October 20, 2019
What is Customer Service?
Customer service is the act of taking care of the customer’s needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer’s requirements are met.
Why is customer service important?
Provides value – great customer service programs should focus on treating customers well, answering questions, and meeting their expectations. This makes businesses involves customers helping them have stronger relationships.
Retains customers – keeping loyal customers is way less expensive than getting new ones.
It is often perceived that quality and customer service increase cost – in fact costs are reduced through getting things right first time.
In the above definition we have said that the customer’s requirements are met – surely we should say that these requirements should be exceeded? After all, todays levels of service will have been raised tomorrow.
Customer service can be perceived on three levels:
- The actual product or service
- The way that it is presented and served to the customer
- The after-sales service and support.
If we examine these in turn we will see that the Supply Chain manager does have an influence of the actual product or service, whether it be care of the product in a storage facility or whether the service is under his control.
The way that a product or service is served to the customer whether it is a parcel or a customer going to a restaurant is essentially where the supplier meets the customer. It should be considered as probably the most important phase of the chain. How often do we outsource this vital aspect to a third party?
The after-sales service and support is where the supplier needs to concentrate as much as the initial service. There are occasions when mistakes are made which generate a complaint. A complaint should be considered as a gift in that the customer gives direct feedback, even though it is negative; the complaint does put the customer in front of the supplier where a relationship can be established. It is then up to the supplier of the service or product to solve the problem and allow the customer to become a supporter.
What is the supply chain? One definition is the assistance and advice provided by a company to those people who buy or use its products or services. However, there is a movement that suggests that we should call the chain a demand chain. The reason is that supply chain implies that there is a push function which provides products through the chain with the implication of excess stock. This does meet the requirements of the consumer in having availability but at what cost?
Who are our customers? We often only consider external customers but it is vital that we meet and exceed the needs of the internal customer; they are also trying to meet the needs of the consumer
What are the implications of not providing Customer Service? Some of the implications are that we lose customers and have increased costs.
Service has become a vital element in the battle for the hearts, minds, money and support of the customer. The customer is the final arbiter and that service must always be measured from the customer’s point of view. Wherever we are in the supply chain we have an influence on the final customer – often called the consumer. This consumer may or may not have paid for the product; the reasoning is that the product for example could have been a gift. We therefore have to consider the final consumer in all activities along the chain.
EuroMaTech is a leading training & management consultancy offering
training solutions that focus on enabling clients to improve their skills and
potential, to progressively achieve organisational outcomes. With a high
emphasis on quality, we support our clients’ training needs across a wide
range of industries to meet industry best practices and create value
addition. Our program categories include topics on: Administration
Finance & Budgeting, Customer &
Public Relations, HR
Process Engineering, Projects, Contracts &
Masterclass. With headquarters in Liverpool, UK and offices in Dubai and
Abu Dhabi, EuroMaTech deliver courses in worldwide venues including
Training Courses in Abu Dhabi , Training
in Amsterdam , Training
Courses in Bali ,
Training Courses in Bangkok , Training Courses
Training Courses in Brighton,
Training Courses in Brussels, Training Courses
in Berlin , Training Courses in Chicago ,
Training Courses in Colombo ,
Training Courses in Copenhagen , Training
Courses in Dubai , Training
Courses in Geneva , Training Courses in Georgia , Training Courses in
Jeddah , Training Courses in
Kuala Lumpur , Training Courses in London ,
Training Courses in Marrakech , Training
Muscat , Training Courses in Los
Angeles , Training
Courses in Orlando , Training Courses in Riyadh , Training Courses in Singapore , Training
Courses in St. Petersburg , Training
Courses in Sydney , Training Courses in Vancouver ,
Training Courses in Vienna , Training Courses
in Washington , and Training Courses in Zurich.
Join us on LinkedIn, Facebook , Twitter , Google+, YouTube & Instagram and make a professional presence online.