Supply chain management

1. Supply chain management Customer Service Presented By : Mirna Medhat Elnahass Mariam BadrElDin Supervised by Dr.NabilAhmed

2. Outlines : 1.Definition of Customer Service 2. How to improve customer service With supply chain management 3. Three ways to leverage your supply chain for better customer service 4. The Ten Commandments of Customer Service 5. Failures of Customer Service

4. How to Improve Customer Service with Supply Chain Management? • Deliver products to customers faster and with greater accuracy. • Track shipments to ensure they reach their destination safely • Maintain optimal inventory levels so you always have what customers want in stock. Good supply chain management boosts your company’s customer service by allowing you to do:

5. All three of these strengths help you build relationships of trust with your customers. If you consistently fulfill your promises and exceed expectations, your customers will be much more likely to keep coming back to you and even refer their friends to you.

6. Three ways to leverage your supply chain for better customer service 1. Creating service as a cost saving strategy Creating positive customer experiences across all stages of a product’s life cycle drives higher satisfaction among current customers, which builds customer loyalty 2. Integrate customer service and the supply chain Customer service should be anticipatory, not reactive. Integrates business service components to balance demand and supply 3.Reverse logistics as a customer service practice: a program that encompasses product returns and any other after-market supply chain issues ,Reverse logistics programs should include reduced inventory cost and increased its efficiency and accuracy.

8. Ten Commandments of Customer Service

9. 1. Know who is boss. You are in business to service customer needsand you can only do that if you know what it is your customers want. 2. Be a good listener. Take the time to identify customer needs by asking questions and concentrating on what the customer is really saying. Listen to their words, tone of voice, body language, and most importantly, how they feel.

10. 3. Identify and anticipate needs .Customers don't buy products or services. They buy good feelings and solutions to problems. Most customer needs are emotional rather than logical. 4.Make customers feel important and appreciated. Treat them as individuals. Always use their name and find ways to compliment them, but be sincere. People value sincerity. It creates good feeling and trust.

11. 5.Help customers understand your systems. Take time to explain how your systems work and how they simplify transactions. 6-Know how to apologize. When something goes wrong, apologize. It's easy and customers like it. The customer may not always be right, but the customer must always win. Deal with problems immediately

12. 7.Appreciate the power of "Yes". Always look for ways to help your customers. When they have a request (as long as it is reasonable) tell them that you can do it 8.Give more than expected. Since the future of all companies lies in keeping customers happy, think of ways to elevate yourself above the competition.

13. 9.Get regular feedback. Encourage and welcome suggestions about how you could improve. There are several ways in which you can find out what customers think and feel about your services. • Listen carefully to what they say. • check back regularly to see how things are going. • Provide a method that invites constructive criticism, comments and suggestions.

14. 10.Treat employees well. Employees are your internal customers and need a regular dose of appreciation. Thank them and find ways to let them know how important they are.

15. Customer Service Failures 1) Failure to fix a problem quickly 2) Failure to fix a problem quickly 3) Inadequate item packaging 4) Expired, sensitive, or obsolete product 5) Failure to communicate with customer