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Guide to Customer Service in Supply Chain Management

In: Guide to Supply Chain Management

Author

Listed:
  • Colin Scott

    (Grange Partnership (UK) LLP)

  • Henriette Lundgren

    (Grange Partnership (UK) LLP)

  • Paul Thompson

    (Grange Partnership (UK) LLP)

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: 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

Suggested Citation

  • Colin Scott & Henriette Lundgren & Paul Thompson, 2018. "Guide to Customer Service in Supply Chain Management," Management for Professionals, in: Guide to Supply Chain Management, edition 2, chapter 10, pages 175-187, Springer.
    • Handle: RePEc:spr:mgmchp:978-3-319-77185-4_10
    DOI: 10.1007/978-3-319-77185-4_10
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