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Logistics and Supply Chain Management is the key to determine customer service. Explain the concept of customer service and what are the key attributes of it and how L & SCM helps in designing it.

FOUR KEY ATTRIBUTES OF EXCELLENT CUSTOMER SERVICE
Based upon our collective years of managing client projects, we at Anant have identified 4 key elements that contribute to excellent customer service. These characteristics are core competencies of excellent customer service: professionalism, timeliness, accessibility and knowledge.  Here is how we define each:

1. Professionalism of Anant representatives/teams

Professionalism entails how we interact with our customers.  Do we speak and act respectfully?  Are we courteous?  Do we have all our “i”s dotted and “t”s crossed?  Does our overall body of work indicate that we are not amateurs, but a highly capable team that is able to deliver products or services that exceed customer expectations on a regular basis?

2. Timeliness of responses to inquiries and requests

Timeliness means that we are attentive to our customers needs and concerns.  It means that we promptly return their calls, emails and other direct requests.  It means that we deliver our products and services to them within the time promised.

3. Ease of accessibility to Anant representatives/teams

Ease of accessibility means that our customers know who they need to speak with at Anant for their specific concerns, questions and issues.  It means that we eliminate barriers to communicating with us directly and that our clients can actually speak with the person that they need to talk to.  It means that when they leave a message – whether in person, via phone or email – we actually respond to them.  When it’s time to communicate, it means that we make the phone call or write the email ourselves and don’t ask someone to do it on our behalf.

4. Ability to answer clients’ inquiries and requests

Our ability to answer client inquiries and requests is an indicator of our knowledge of technology and our own solutions.  We are experts at building and growing a business on the Internet.  As experts we must be able to thoroughly answer questions about the products and services we offer, as well as understand alternative and new and emerging technologies in our sector.

If we can sharpen our ability to deliver on these four competencies, we believe that we will be able to deliver upon our goal of providing excellent customer service.  By utilizing customer satisfaction surveys, as well as laying the foundations for a dedicated customer service department, we are taking the steps necessary to enhance our customers’ experiences.

Words alone are very powerful and they have a big influence what your employees and customers think. If you don’t set both of these groups’ expectations up front, your company will never be able to excel in customer service. Focus on these 10 keys:
1. Belief: What customers think is true. Unfortunately, it may not be supported by the facts. Understand that they will hold on to this truth and do not fight to change their mind. Apologize and then try to come up with a satisfactory solution.
2. Complain: What a customer does when they are unhappy. They complain to friends, on social media, and even sometimes to you. Your business reputation is only as good as your customer’s last experience. Everyone that interacts with your customers should understand this.
3. My Manager: The person the customer is seemingly always getting passed to or who always gets blamed by the employee if something goes wrong. See empowerment.
4. Empowerment: Training employees to make decisions on their own to help a customer without talking to “the boss.” This needs to happen 95% of the time. The boss should only handle exceptions.
5. Feedback: Giving the customer the opportunity to tell you what they think in many ways at different stages the transaction. Follow the Three Times Rule—if you hear something about your business three times, whether you like it or not, pay serious attention. It is probably true. Take action.
6. Kick the Cat: What employees do when they take their frustrations out on the customer. Find another way for employees to vent by encouraging easy feedback directly to management.
7. Mistake: The hardest thing for the company to admit. Once you admit it, the customer will be happier.
8. Overpromise: Making a commitment to a customer that the company is not economically able to keep. This is not a solid base for sustained excellent customer service.
9.  Peer Reviews or Earned Media: Online references written by customers on the level of quality or service in your company. This is sometimes called an open reputation system.
10. Pest: A customer the company may need to fire to be more profitable. Be quick to identify and replace them.


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