SBM has a stated a special procedures for Customer Satisfaction & Complaints, it has been established, documented, implemented and maintained to determine and implement effective arrangements for communicating with customers in relation to service information, enquiries, contracts or order handling, including amendments.Hence an eeffective customer communication is established related to: Service information ,Enquiries, Customer feedback including complaints, contracts or order handling, including amendments..
In order to evaluate and improve the customer satisfaction, SBM is using a customer survey procedure as we realized that many of the customer requirements are documented in the project specifications, but many of their needs and inherent requirements are not specifically stated. This procedure will set a baseline questions that will assess the satisfaction level of customers. It will describe the methodologies for the implementation of the customer satisfaction.
As Complaints are especially challenging for the ready mixed concrete producer, SBM has a stated a special procedure for complaints.Sales dept manager is responsible to receive the customer complaints,make the required analysis and prepare action plans. SBM is promptly act on ,even for the smallest of complaints because delays or inaction may result in further customer dissatisfaction and ultimately in costly litigation. Our procedures in place are to tabulate complaints and prepare summary reports for management. These reports are to be factual and objective as they will help in continual improvement. Depending upon the circumstances, it may be
a copy of the report or a letter of explanation to the customer.
Customer Connections: This part is so important, so SBM is trying to promote the business and industry to our customers and potential customers by visits, presentations of SBM performance records on previous major and special projects, Proper procedures for sampling, handling, testing ready mixed concrete. Show customers that SBM is expanding markets and applications of ready mixed concrete, to include a wider use of concrete by owners, designers, and builders, documentation of plant and mixer inspection schedules and plant certification.