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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