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Customer services in a crisis environment
Spyros Tsiligiannis
Avon Sr Distribution Manager Iberia, Greece & Morocco
What is customer services
Every interaction with customer
Provide professional, helpful, high quality service to customers
Before, during and after ordering, delivery, after sales
Meet the needs and desires of any customer
What is customer services
Supplier Company Customer, consumer, wholesaler
Logistics or 3PL
Very Important to define who is your customer, difference with consumer. Focus on extended customer services
Customer Service,
care or
experience
SOP Planning Sourcing
Inv Control
SLAs
Customer Services Factors
Customer Service
Feel good Factor
Product
Ordering Delivering
Invoicing
Characteristics of a good customer service
Delivery (promise for delivery products to be on time)
Availability (in full)
Responsiveness
Politeness and using good manners
Skilled and professional staff
Personalization
….
Types of customer services
Call center
Function that is taking calls from customers
Written Communication
(emails, facebook, twitter, live chat etc)
In Person Communication
When you need to talk with a customer face to face
Support of Marketing and Sales Actions
Includes also outbound calls, new customers
Delivery, Logistics and Order Processing
Benchmark Scorecard and KPIs
Define the correct scorecard to manage customer services
• Customer satisfaction
• OTIF
• Number of claims
• Service level, Abandoned rate
• Average talking time
• Average speed of answering
• Cost per order, unit, contact and per minute
Define KPIs and targets based on internal and external benchmarking
Crisis & impact on customer services/offer
• Outsourcing has started to become a necessity day by day to make our costs flexible and release cash flow
• Move fixed costs to variable (warehousing, transportation, customer services, preparation of orders, sub-assembling etc)
• Improve communication with our customers, find new ways
• New ways of delivery – cheaper solutions (Pick Up Points)
• Different service model – not all customers needs what we offer
• Segmented service based on customer needs
• Voice of Customer – Customer surveys
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