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Improving Customer Service in Supply Chain Management

Posted by [email protected] on Jun. 1, 2021  /  Subscribe 0

You've heard it many times before—The customer is always right, right? While this oft-repeated phrase is not necessarily always true, it’s a good reminder that customer satisfaction is the top priority in a supply chain career. But how does this ideal relate to customer service in supply chain management, and when? Keep reading for answers to these questions and insight on how applying new technologies and philosophies to an old ideal can make a huge difference in sales.

What is the Meaning of Customer Service?

Customer service has as many different meanings as it has applications. If you consult a dictionary, customer service is "the assistance and advice provided by a company to those people who buy or use its products or services.” This definition is simple enough for most folks, although it can get more complicated when computers and the internet become part of the equation. Almost everything a customer experiences will fall under the banner of customer service—this is especially true for supply chain management customer service.

Customer Satisfaction in Supply Chain Management

Customer service begins with a simple smile and a positive attitude. Buyers and sellers always want to deal with people who are pleasant and easy to get along with. But customer service goes far beyond a pleasant greeting or helpful hint. Providing service that ensures customer satisfaction can be the difference between doing business and doing nothing. So as far as creating connections in the supply chain and logistics industry goes, when the attitude, atmosphere, and approach are positive, customers buy more, sellers sell more, and supply chain managers have more products to manage between the two ends of the supply chain spectrum.

What is the Role of the Customer in Supply Chain Management?

From the beginning of an order until order delivery, customers are involved in the process. The customer not only pays for the product or service, but they also decide whether or not to do business with your company again based on their experience. For years, folks in the supply chain industry never gave customer service a second thought. After all, orders came in, and orders went out, and nobody took the time to examine the value a quality customer support program proposes in terms of sales. Metrics and studies have shown the importance of sellers knowing, understanding, and anticipating their customers' needs, or risk losing their customers to competitors. If your service support isn't seamless, you can have customers falling through the cracks.

What is Customer Service in Supply Chain Management?

Supply chain management in the 21st century is a data-driven discipline that relies on real-time updating and problem-solving. The old days of picking up a phone to find out what's going on have evolved into instantaneous reports on shipment details. Knowing how to coordinate, compile, and communicate this information is vital to effective customer service. Thankfully, there are supply chain management courses available that teach the skills needed to create a full-suite customer service experience. Issues concerning customer satisfaction and customer expectations are addressed as part of the feedback loop in a customer support contact program. But for a company to be truly customer-centric, there has to be a commitment toward customer support across every level.

What is the Importance of Customer Service in Logistics & Supply Chain Management?

Go one step further and you'll discover the value of providing top-tier customer support in a logistics and supply chain position. Managing multiple products that were sourced from multiple vendors, shipped by multiple carriers, and delivered on different dates can be challenging to follow under any circumstances. However, overcoming these difficulties is as simple as providing the right training and tools to build a team whose temperament is aligned with creating a positive customer experience from start to finish. Once you’ve built a solid team of customer service experts, the world of logistics and supply chain management becomes your oyster, and some customers even start treating you like family. 

Customer Service for Digital Supply Chain Management

A great way to bring your customer experience into the digital age of supply chain management and recruit more happy customers is to utilize word-of-mouth marketing.This involves using social media or other communication channels to spread the word about your company's successful customer support programs by sharing reviews from past and present customers. But creating a better supply chain customer experience doesn’t stop at recruiting new business: Supply chain managers can now anticipate potential problems and risks in supply chain performance before they ever occur. Artificial intelligence programs utilize risk assessment applications or spreadsheets to create a seamless customer experience without the hassle of an unexpected delay.

Better Customer Service in Supply Chain Management is Possible with ASCM

As one of the largest nationwide chapters, the ASCM Houston Chapter offers logistics and supply chain management courses taught by nationally recognized instructors and speakers. We offer educational opportunities, special interest groups, and industry resources for supply chain professionals looking to further their careers.

For more customer service in supply chain management insights, sign up for one of our Platinum Level Chapter’s educational opportunities or read more about which supply chain management course is right for you and your career.

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