Customer Service Consultants
Are you an SME that needs help with customer support?
Customer satisfaction is the foundation of a business. Customer service should be the north star of a supply chain, but too often that is not the case.
We’re here to help you understand what your customers really want, what services should be offered and what it should cost you.
Customer Service in the Supply Chain
The Customer Service offer should shape the entire Supply Chain. Where stock is held, how much stock is hold, how orders are processed, and how you deliveries are made to customers is the foundation of a business.
Unfortunately, many SMEs struggle to understand what customers really want, what services should be offered and what the costs of these service levels should be. This kind of misalignment leads to stress in the business and lack of growth. And, a poorly articulated and managed customer service offer, will generally cause various visible impacts.
Five Signs You've Got Customer Service Issues
Higher than expected level of customer complaints
If you’ve noticed more complaints recently then this usually means your customer expectations are not being met. Our customer experience consulting uses customer journey mapping to identify pain points and gaps in your service. We can help you develop a cx strategy, improve communication channels and train staff to address issues proactively, turning complaints into opportunities for improvement and customer loyalty.
Higher than expected customer service costs
Rising service costs will eat into your profits and customer service costs can add up very quickly. Our CX consultants look at your customer support operations, using data science and operational data to help optimise it and maximise your profit margins. We simplify processes, implement the right tools and leverage new technologies to reduce costs without compromising on customer service.
A lot of rework of orders
Frequent reworks on orders means there’s inefficiency in your service design and fulfillment processes. Our CX consulting experts review your order management system, identify bottlenecks and areas for improvement. We implement quality checks, improve employee engagement and optimise workflows. By refining your processes we reduce errors, rework and overall operational efficiency and customer satisfaction.
A lot of expediting of orders
Expedited orders often means poor planning or mismanaged customer expectations. Our customer experience strategy is about aligning your operations to customer needs and preferences. We help you implement customer relationship management systems, improve forecasting and inventory management. By optimising your supply chain and setting realistic delivery expectations we reduce the need for expediting and high customer satisfaction.
Poor overall customer service performance metrics
Bad performance metrics means there’s an issue with your customer service approach. Our CX consultants with their deep expertise and practical experience help you set the right key performance indicators for your business. We review your current metrics, customer feedback and operational data to develop a cx strategy. This drives continuous improvement so your team meet and exceed customer expectations.
SME Customer Service Audit
Our SME Customer Service Audit is designed to identify your major customer service issues and provide you with guidance and a roadmap to better performance.
Conducted within 2-3 weeks at a cost of under $10,000 + GST our approach will give you the following benefits:
- Customer Service Policy Review, whether formally documented or in someone’s head. We can advise on the reality of actually achieving these targets and the business impacts.
- Customer Service Performance Review from existing documentation, reports, and surveys if available. (We can conduct a survey on your behalf for a modest additional cost.)
- Recommended changes to your Customer Service officer and policy.
- A tailor made Key Performance Indicator report to manage Customer Service ongoing.
- A customised roadmap to improve service performance.
- A 2-hour workshop with selected staff to explain and impart the performance improvement roadmap.
- Membership to our 12-month online Supply Chain Education Program (valued at $800) for up to four staff.