British Gypsum’s customer service journey

January 14, 2019

At British Gypsum, excellent customer service is paramount. We monitor our performance every year by listening to our customers’ views in an annual customer satisfaction survey and use the results to determine an action plan for improvement for the following year.

We caught up with Lauryn Russell-Brown, British Gypsum Customer Service Team Coach and Customer Loyalty Representative to learn more about what being completely customer focused means to her.

For me, excellent customer service is just as important as the quality of the products we deliver. The customer service experience is an integral part of our supply chain and that customer service journey begins as soon as a customer even thinks about ordering a product.

We must be customer focused all the time – from when an order is first placed right through to its delivery. We manage the complete cycle from taking orders via the phone, email, or electronically and responding to customer queries right through to the point that the deliveries are made and beyond.

Our job involves coordination with many different departments within both British Gypsum and our customers or suppliers that we are dealing with. It is really important that we understand a customer’s delivery specifics such as potential access restrictions or any delivery delays that may occur. That is why we work closely with the logistics team so that we are aware of the entire delivery process and can keep our customers informed on the status of their order.

Often, we go above and beyond to deliver a customer’s requirements. Only very recently we had a customer with a very specific request which required not only special vehicles and a specific delivery time, but also involved split pallets, banding, different loading requirements and everything labelled up. We liaised with the relevant plant and haulier and by adopting the way we work, we succeeded in delivering the project in just three days – on time in full.

CCF’s Completely Customer Focused campaign

As one of CCF’s Completely Customer Focused suppliers, we work collaboratively with their different branches across the country so each one can provide the best customer service possible. We speak to a high number of different branches every day, each one with their own unique requirements for us to deliver on.

We have a really strong relationship with CCF, helping them to meet their own customer expectations. We will also arrange deliveries early in the morning to support the branch in getting an order to their customers on time and in full . We also deliver direct to site, and ensure that we know and understand exactly what the requirements to CCF’s end customer’s are.

Occasionally, challenges do occur and it’s our role and business ethos to minimise the impact to our customers and resolve these in a professional and timely manner. We work incredibly hard on filtering the feedback through our business so that we can continue to improve on all aspects of our customer service.

National Customer Service Week

October featured National Customer Service Week which is a great opportunity to celebrate what we do every day. We use it as an opportunity to share success stories and best practice with our colleagues and also to thank our customers for their loyalty.

As a Customer Loyalty Representative, I organised a number of initiatives. These ranged from delivering chocolate biscuits with a personal note from our advisers to some of our customers throughout the UK, to inviting the rest of the business to come in to listen to our calls. Giving our colleagues across the business an opportunity to get closer to our customers, allowing them to hear what they are like and to understand their needs is a great way for us to promote putting our customers at the heart of our business.

To view the range of British Gypsum products and to request a quote, click here.