Customers are the centre of our organization
Our customer relationships are our most valuable assets. By defining customer focus as one of the key strategy pillars for Vopak, continuously improvement is asked for. We strive to shape our organization around our customers.
Key Account Management
With Key Account Management we strive to provide a global approach to Vopak with global terms and conditions to our larger customers. Regular operational reviews and a strong business relationship further strengthen the approach.
Customer Relationship Management
Vopak aims to established excellent relationships with present, future and due customers. To that extent we are now working with a global Customer Relationship Management system. Our CS and Sales department worldwide are fully informed on customer developments and lessons-learned on complaint handling.
Customer Satisfaction Survey + Third Party Survey
Above all, we aim for excellence. This is only possible with the regular feedback by our customers and third parties. With the Customer Satisfaction Survey and our new Third Party Survey we strive to map voids in our current service level and monitor our efforts to improve. Our 2008 and 2009 Vopak Global Customer Satisfaction Survey have been the outstanding tool for the Vopak Chemical Terminals Benelux organization for further analyses and review with you, our customer and most important stakeholder.
While we are streamlining the organization by providing customer oriented systems we believe our people make the real difference. The effective settlement of complaints or going the extra mile to provide the one best solution to our customers is the result of our people’s approach. Therefore we work with our 6 defined Service Principles which we believe will be making all the difference in our customer relationships.
Vopak Service Principles
1. Understand your customer
2. Pay attention to details
3. Set clear expectations
4. At minimum deliver to expectations
5. Demonstrate reliability
6. Learning by doing
To find out more on service improvement and what Vopak can do for you, please contact your Sales Manager or our general contact. Click here for contact details.
