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Suretank provide engineered solutions including offshore tanks and containers for the offshore oil and gas sector.

Delivering World Class Customer Care

Delivering World Class Customer Care

At the end of last year Philip Murphy joined the team as Director of Customer  Care at Suretank.

In a recent interview I asked Philip about his new  role, his plans for the future and why our customers can expect World Class Customer Care:

 

Q. What are your responsibilities as Director of Customer Care?

A. My main responsibility is to create a culture of “World Class Customer Care” whereby the needs of our clients are continuously promoted and championed throughout the Suretank Group. In order to achieve that goal we will ensure that every employee in our organization is aligned to our mission to exceed our clients' expectations. We will achieve this goal by paying particular attention to every aspect of how we interact with our clients, from initial enquiry through to delivery of our engineered solutions and our aftercare support.

 

Q.  What initiatives are being implemented as part of the customer care programme?

A. Suretank officially launched a new Customer Care Program in January 2014 assigning dedicated customer care teams to all our clients. As part of this initiative we have implemented a range of customer care programs and key performance metrics throughout the Suretank Group, all of which are focused on delivering a World Class Customer experience with a clear strategy of exceeding our clients’ expectations. Our investment in a new ERP/CRM system is being implemented to strengthen our overall quality, efficiency and relationship to all our clients and supply partners. Our new Customer Care Program has already generated very positive feedback from clients.

 

Q. Why is World Class Customer Care so important to Suretank?

A. At Suretank we believe that World Class Customer Care is about creating a culture of “Customer Advocacy” within our global organization. To that end we will continue to focus on the business activities that directly touch our clients and we will use these activities to exceed our clients’ expectations, differentiate our company from our competitors and reaffirm why our clients buy from us. To do that we will determine and understand the expectations of our clients and we will manage and balance those expectations against what we can deliver. In order to realise real gains in profitable growth over time this can only be achieved by focusing on attracting and retaining our clients. Both John Fitzgerald, Suretank CEO and I are very strong advocates of World Class Customer Care and we believe passionately that “happy clients keep coming back”.

 

Q. Finally, what attracted you to Suretank and what are you looking forward to most about your new role?

A. I have always been personally attracted to businesses that have an entrepreneurial drive and ethos and Suretank is the epitome of this type of business, having recently won the Ernst & Young Entrepreneur of the Year award. I am delighted to be part of the Suretank team and I look forward to following in the footsteps of our esteemed Executive Chairman Mr Patrick Joy, who along with Mr Niall Lund created a hugely successful global enterprise.

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