AAA CEMEXME v 13 for press.pmd - Cemex Philippines

New at CEMEX
Internet), has a lot to improve on.
“There’s work to be done so we can
live up to being the one-stop shop
contact between the company and
the clients. We have not maximized
the full potential of the tools yet,”
says Roland.
Mike concurs, “We’re not yet
in the ideal state that we want to be.”
Roland and his team still
welcome comments – negative and
otherwise – because these will
guide them. “I worry if we don’t
receive complaints from the internal
and external clients. If that happens,
it means they don’t care anymore,”
says Roland.
Better service
“We have some new things
coming up,” Mike reveals. For
instance, the CEMEX Service
Center will soon have a recorder so
the quality of the calls can be
monitored. Roland adds that a
survey will also be done soon to
get feedback on the performance of
all their channels (voice, Internet, and
mobile). “We haven’t been really able
to measure the impact of these tools,”
says Roland.
Roland and Mike assure
their customers that the CEMEX
Service Center is doing its best to
assist them with their needs. They’re
very excited about some
improvements that they will
implement for their clients… so watch
for the new and improved CEMEX
Service Center – coming soon!
CEMEX Customer
Service Agents: Giving you
quality service
Jean Reyes, 33 years old
Jean reveals that she handles an
average of 40 calls per day. “Most of the
calls are orders, others are inquiries and
follow-ups,” she reveals. Complaints? She
says that she gets only very, very few. But
when she does receive that kind of call,
she sees handling customers’ concerns
as one of the most fulfilling parts of her
job. “We take note of their concerns and
then we get back to the clients and give
them the good news,” this mother of two
declares.
Terry Miravalles, 29 years old
Terry was a commercial assistant
for South Luzon before she became
a service agent. In fact, some of the calls
she gets are from customers whom she
met while she held her previous position.
She says that to be a good
service center agent, one only needs the
patience to listen. “Unang-unang intindihin ’yung
pangangailangan ng client. Dapat mahaba ang pasensiya. Kung
meron siyang reklamo, pakikinggan mo lang siya…” (You have
to put the needs of the clients first. Patience is important. If
the client has a complaint, just listen…) Terry believes that
each day on the job at the CEMEX Service Center is definitely
exciting. “Maraming challenge dito (There are plenty of
challenges here),” she smiles.
Photos on this page by Alfred Mendoza