Guide to Customer Service in Supply Chain Management

Colin Scott (), Henriette Lundgren () and Paul Thompson ()
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Colin Scott: The Grange, Elmbridge
Henriette Lundgren: The Grange, Elmbridge
Paul Thompson: The Grange, Elmbridge

Chapter Chapter 10 in Guide to Supply Chain Management, 2011, pp 155-168 from Springer

Abstract: 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 creating customer service ambassadors. Third, it explains how we can deliver against customer needs by working to agreed standards and 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: Explain what customer service is and who our supply chain customers are Clarify how we can manage our key customers Explore how we can deliver against customer needs

Keywords: Supply Chain; Customer Satisfaction; Customer Service; Customer Loyalty; Service Recovery (search for similar items in EconPapers)
Date: 2011
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-642-17676-0_10

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DOI: 10.1007/978-3-642-17676-0_10

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