At Lafarge Cement we focus on building long term relationships with our customers. We endeavour to achieve this by developing a thorough understanding of customers' businesses and their needs, while earning loyalty by reliably delivering on our service promises.
In line with this aim, our innovative Customer Care Centre, CELIA (Customer Excellence at Lafarge In Action), has been providing a responsive customer service channel for dealing effectively with enquiries and complaints. But the CELIA team are not only good listeners; in addition to manning the sophisticated Call Centre telephone exchange, they are also working hard behind the scenes to address service delivery issues highlighted by our internal OTIFIC auditing system.
The team is proud of maintaining a service level of above 95%. The name "CELIA" is intended to emphasise two key principles: the continual drive for Excellence in our customer service and the importance of backing service promises with effective action.
We always welcome any comments or suggestions you may have on the CELIA service performance.