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Our Commitment to Service
Our aim is to differentiate ourselves by becoming more focused on the customer experience,
rather than simply being focused on the product. In fact, excellent service delivery
is embedded in our culture. We want our customers to value our input, enjoy working
with us, and be very confident that we are meeting all of their service criteria
— on time, to agreed standards.
We also focus on the service elements of Communication, Commitment and Customer
Needs. Our commitment to service is more than just words:
Communication
We believe that open and frequent communication is essential to understanding and
fulfilling your needs. We want to know what is important to you, and how we can
improve our range of products and delivery of services.
In order to do this we have a dedicated Account Manager who is available to meet
and discuss packaging needs, coupled with a branch Sales Manager who is responsible
for all Account Management activities. We endeavor to schedule at our Customer’s
convenience quarterly review meetings with either our Branch or General Managers.
We also contact our customers at regular intervals to actively encourage feedback
on the service delivery to date so that we may make adjustments, if necessary.
On Time
We are committed to delivering all products on time. We monitor our performance
each month to ensure we are meeting customer’s expectations. We endeavor to communicate
with Customers changes to delivery schedules and the status of backorders on a regular
basis to ensure commitments and deadlines are met.
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Commitment
PPG is committed to providing its customers with quality products, delivered in
a reliable and responsible fashion. Keeping commitments is also a personal thing
and we strongly encourage and motivate our staff so that this has become part of
the company’s culture.
Our customers are our top priority in all that we do. Our commitment to service
ensures this statement is fulfilled through:
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All staff taking responsibility for ensuring a high level of customer satisfaction
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Striving for best practice in meeting and exceeding customer expectations and needs
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Listening to customers and understanding their needs
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Working with our customers in responding to and fulfilling their needs
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Being professional in all that we do
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Encouraging innovation where desired by the customer
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Encouraging efficiency and effectiveness in all our operations
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Dealing fairly with both customers and suppliers
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Delivering in a timely and cost effective manner
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Regularly monitoring customer satisfaction with our services and ensuring all steps
are taken to improve satisfaction
- Should Problems Arise, We:
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Tell Customers Immediately
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Increase Frequency of Communication
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Accept Personal Ownership for Resolving the Issue
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