Customer service is an integral part of customer satisfaction that provides the customer with the ability to know where to go with questions and to resolve problems. Customer service can be internal to the Postal Service or provided by a supplier or through a third-party provider. The purchase/SCM team, in coordination with the client, needs to assess what types of questions the customers may have, what data they may need, how to capture and resolve problem calls, and what reports need to be provided to the item manager and contracting officer. Reports should provide insight into the types and frequency of calls, as well as the supplier’s performance. National Materials Customer Service provides help-desk support for parts, supplies, and equipment.
