Customer Centricity

Customer Centricity

Customer Service – Communication Is Key

Last Friday Paul Rosie, Commercial Director Aggs and Asphalt, headed up a communication with 250 colleagues majoring on developing great customer service.  The day focused on:


  • The importance of Customer Service
  • Where we are with Customer Service
    • Where we are going with Customer Service


They focused on our Customer Service Promise and communicated the updated Six Customer Service Standards; they reinforced the “Call Bob” initiative and went over our Aggregates and Asphalt combined Action Plan.

They made everyone aware of our Customer Service KPIs; there was an update on Order Fulfilment and they communicated the new structure (Same Day/Next Day) of the Planning Departments. They also redefined the role of the Weighbridge Clerks in the new structure, and highlighted the importance for Customer Service of the Weighbridge Clerks and Planners working together!

Paul Rosie commented:  “Going forward, it is all about COMMUNICATION! If we get it right internally then it will be right externally. We are following today up with a series of meetings for all our Customer Service Stakeholders where we can discuss further and develop today’s messages. This will be rolled out by the end of March 2015. We are looking forward to being the best for customer service in 2015.”