Cemex

get back to you within 24 hours latest .’ This is not just about responsiveness , it ’ s about the manner in which we respond and understanding our customers ’ requirements .

“ One hundred percent of our products meet or exceed relevant quality standards : we continually invest in developing our services and solutions to deliver optimum performance . If our quality checks highlight any deviations we will contact our customers in advance .

“ We always aim to deliver within the agreed timeframe – and if there is a problem we will call you . We realise how important on-time deliveries are to our customers , we set ourselves high targets but when issues occur then timely communication is key .

“ One hundred percent of issues or complaints will be dealt with within 24 hours . Of course , nobody wants problems but when they occur we try to resolve them swiftly , accurately and comprehensively .”

The company measures its customer service performance weekly and it is discussed at all levels in the business . “ If you can ’ t measure it you can ’ t manage it ,” said Russell . “ Every Monday the UK management team meet with our Country President to discuss how we have performed in the previous week and what we need to do to improve going forward .”

To ensure customer service is part of CEMEX DNA , there are some 200 advocates

84 September 2014