Meet Jane McGregor who co-ordinates our concrete products customer feedback. Jane has 14 years experience within the Concrete Products business in various positions.
Thank you Jane for ensuring we continuously achieve 100% service level on our service promise of “We will acknowledge your complaint within 24 hours”.
Jane has worked hard on implementing Near Miss Service Alerts in Concrete Products, of which we have seen an increase in 2016 compared to 2015, and as expected we have, therefore, seen a decrease in CAT C+ complaints and an increase in positive feedbacks. Jane comments: “I feel that I am in my best position yet where I enjoy and pride myself in giving good and satisfactory responses to customer feedback which helps to improve our service. When dealing with customer feedback I need to be neutral as I cannot be seen to be defending our errors, but more resolving them for the customer so they feel that we take their feedback on board and action it in a way that gives them confidence in our service.
Customer feedback helps reap strong competitive advantages, have sticky customer loyalty and earn raving customer advocates. A happy customer is a retained customer. My mantra is treating a customer how you would wish to be treated. CEMEX is a great company to work for and one which I hope to have a continued future with.”
A copy of our Customer Feedback is available monthly and will be shared with you all by your Manager.