Abstract
The chapter guides you through the topic of customer service in supply chain management. This chapter is structured as follows: first, it explains what customer service is and who our supply chain customers are. Second, it explores how we can manage key customers’ lifetime value and create customer service ambassadors. Third, it explains how we can deliver against customer needs by working to agreed standards and by recognizing the importance of service recovery. The chapter concludes with a best practice case study on winning in the marketplace through customer service in the company Unilever South Africa.
Having read this chapter you will be able to:
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Explain what customer service is and who our supply chain customers are
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Clarify how we can manage our key customers
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Explore how we can deliver against customer needs
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Suggestions for Further Reading
Blanchard, K. H., Ballard, J., & Finch, F. (2004). Customer mania: It’s never too late to build a customer-focused company. New York: Free Press.
Blanchard, K. H., & Bowles, S. M. (1993). Raving fans: A revolutionary approach to customer service. New York: William Morrow & Company.
Gattorna, J. L., & Friends. (2009). Dynamic supply chain alignment. Farnham: Gower Publishing Ltd.
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Pennington, A. (2016). The customer experience book: How to design, measure and improve customer experience in your business. London: Pearson.
Toister, J. (2017). The service culture handbook: A step-by-step guide to getting your employees obsessed with customer service. San Diego, CA: Toister Performance Solutions.
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Scott, C., Lundgren, H., Thompson, P. (2018). Guide to Customer Service in Supply Chain Management. In: Guide to Supply Chain Management. Management for Professionals. Springer, Cham. https://doi.org/10.1007/978-3-319-77185-4_10
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DOI: https://doi.org/10.1007/978-3-319-77185-4_10
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