Best Practice in Inventory Management, Second Edition
Use this reference to learn to implement a variety of processes vital to inventory structure and control.
TABLE OF CONTENTS Best Practice in Inventory Management, Second Edition
Chapter 2: Customer Service
Overview
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The key to successful business.
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Focus on customer delight.
Objectives
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Identify the purpose of customer service.
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Define the alternative measurements of availability.
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Analyse the components of administering customer service.
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Discuss the role of forecasting.
Meeting customer requirements
The focus on customer service has gradually changed over the years and suppliers are now becoming really interested in customer service instead of just talking about it. Customer service is a complex subject of its own, but there are two main aspects, namely customer relations and availability of service or items.
Please the customer and measure performance.
Customer relations
Customer relations is about keeping the customer happy. It requires interpersonal skills to ensure that the customers have the correct level of expectation of supply and that they are happy with their purchase so that there is potential for repeat business and wider sales.
This aspect of customer service has gradually emerged because it is the differentiating factor between many companies. The product can be similar from a wide variety of vendors, the vendor which is most successful is the one where the quality of customer relations is best.
Fix the customer. Don't just supply the item.
Customers may have a perception of suppliers which varies greatly from their actual performance. It does not matter whether a supplier is good or bad, what does matter is what the customer thinks about them.
Customers can look for a match between their own style of company and the style of the supplier. If there is...
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