Savannah Cement Company clients got surprised when they found the firm’s managing director Ronald Ndegwa manning gates and weighbridge on Thursday.
The truck drivers, building and construction customers said it was unusual for the company’s chief to serve them due to high position he holds in the company.
Ndegwa who addressed the press at the company said they temporarily switched roles to launch the Savannah Cement Customer Service Week.
“To mark the beginning of the company’s Customer Service week, the firm’s entire management team including myself has today resorted to switching roles with our factory floor colleagues in production department,” said Ndegwa.
Ndegwa accompanied by commercial and manufacturing heads Eric Masindet and Oliver Kirubai respectively registered trucks entering and leaving the plant in turns.
They managed the dispatch weigh-bridge and verified accuracy of loaded products as they engaged with drivers and loaders.
Ndegwa said the exercise was meant to improve customer – company relationship and sensitize workers on critical roles each staff play across key customer touch points.
“We hope the exercise will enable us enforce team work as we strive to deliver our promise of a differentiated and intentional customer experience,” said Ndegwa.
“This exercise goes a long way in appreciating staff who handle crucial dockets. At Savannah Cement, we strive to entrench superior customer experience, our commitment for the same goes beyond the customer service week," he said.
Ndegwa said the firm’s employees had embraced world class customer service standards recognized by International and Local Institutes of Customer Service.
He said the firm had invested heavily in training and equipping its customer service team to deliver world class service to their clients.
Ndegwa said good customer relations, quality cement, competitive prices and highest safety standards had improved sales.
“We observe the highest safety standards, ensure zero emissions at production making Savannah Eco-friendly plant,” said Ndegwa.
He said they sell Sh 1.1 million tones of cement annually.
Ndegwa said with improved company – clients’ relationship, the company intends to double the sales in a year’s time.