Truck drivers, building, and construction customers visiting the Savannah Cement manufacturing plant in Athi River enjoyed light moments today after finding the firm’s Managing Director, manning the gates and the weighbridge.
Ronald Ndegwa, Savannah Cement MD and his management staff marked the beginning of Customer Service Week by switching roles with their factory colleagues to the surprise of many customers.
At the firm’s main factory gate, Ndegwa accompanied by the Head of Commercial Eric Masindet, and Head of Manufacturing Oliver Kirubai, took turns to register trucks arriving at, and leaving the premises. The trio also effortlessly managed the dispatch weigh bridge and verified the accuracy of loaded products as they engaged with the drivers and loaders.
Abdikadir Haile Jilaow, a driver with FIDO logistics, a South Sudan based distributor, could not hide his surprise to learn that the cheerful gentleman signing off his dispatch note and extending an invitation for tea was also Savannah Cement’s Managing Director.
Speaking during the event, Savannah Cement, Customer Experience Manager, Cynthia Nkirote, said the exercise had been carried out to sensitize each staff member on the critical roles played by every member across the key customer touch points, and additionally enforce teamwork as we strive to deliver our promise of a differentiated and intentional customer experience. “These initiatives goes goes a long way in appreciating the staff who handle the crucial dockets,” Nkirote said, adding, “At Savannah Cement, we strive to entrench a superior customer experience and our commitment for the same goes beyond the customer service week as attested by the presence of our senior leadership team.”
On his part, Ndegwa, confirmed that notwithstanding the firm’s role as a manufacturing facility, the Savannah Team has embraced world class customer service standards recognized by both the International and Local Institutes of Customer Service.
He added that the firm has invested heavily in the training and equipping of its customer service team to deliver world class service to our customers.