Product category:
Glass
News Release from: Glassex
Edited by the Buildingtalk Editorial
Team on 31 August 2006
Glassex issues its first ever Customer
Charter
Glassex have defined precisely what exhibitors may expect in terms of conduct and service levels from the team that organises the event, by issuing a Customer Charter.
For the first time in its 27 year history the organisers of Glassex have defined precisely what exhibitors may expect in terms of conduct and service levels from the team that organises the event, by issuing a Customer Charter The document, which every exhibitor will receive as part of the standard sales procedure, includes a clear code on what may be expected from all members of the Glassex team in terms of their general conduct and behaviour, but also exactly what they may enjoy in terms of assistance to make the Glassex experience successful before the event itself takes place
This article was originally published on Buildingtalk on 31 Aug 2006 at 8.00am (UK)
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The Glassex Customer Charter ensures, amongst other key issues, that event staff have a reasonable working knowledge of the industry and its key areas; the speed and quality with which communications will be handled; the frequency of contact and particularly face-to-face visits by the Glassex sales team; and the level of service and assistance that exhibitors may expect from Glassex.
A complaints procedure is also spelled out.
The move comes following a complete revision of sales and customer service procedures which followed the appointment of David Broxton as Head of Sales for Glassex and sister event Glass Processing and Technology, and criticism received about service levels offered by Glassex.
Further reading
Bystronic are back at Glassex
Bystronic, global supplier of high-quality system solutions for the economical processing of insulated glass, returns to take a bigger stand for 2007's show
Win DeWalt power tools at Glassex 2007
Pre-planning a visit to Glassex 2007 could reward visitors with GBP1000 worth of power tools, courtesy of Glassex and DeWalt.
Says Broxton: "This is not a PR exercise or lip service".
"We will be judged on our performance against the Charter by our customers".
"By defining what they may expect from us, we also give ourselves a code and schedule that is quite unequivocal, free from ambiguity".
"Most importantly, the main elements of the Charter were defined by the customers themselves".
"We have already totally changed the way in which we engage with our exhibitors and potential exhibitors, but the Charter puts this into black and white".
"This is one of the most important issues we have to deal with on Glassex, and one of the easiest, in theory, to resolve".
"Our customers have a right to expect exemplary service as standard".
"We will be aiming to exceed their expectations." Customers will have the opportunity to comment on the service levels received from their account handler who will be required to complete a check list during customer visits to ensure that every exhibitor facility and service requirement is dealt with.
Notes taken from the meeting will then be actioned within clearly defined timescales, with all activities reported and recorded.
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