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Broughton Crangrove Galley Matrix (BCGM) is committed to service excellence. Since the appointment of Simon Macklin (pictured), Customer Service Director, BCGM has set the benchmark for service in the distribution industry.
Committed to making life easier for the retailer, the company’s new Customer Returns Policy introduces a “no restocking charge” policy for unwanted, undamaged or correctly returned goods. “We are totally committed to continuous improvement and this new policy will make doing business with us even easier,” explains Simon Macklin. All the contact team are fully trained in handling returns effectively and efficiently, minimising the time and process for the retailer.
BCGM has also introduced a Customer Charter in support of the company’s initiative “Excellence through Service and Availability”.
The company’s five distribution centres, combined with their fleet of over 70 delivery vehicles, provide reliable and on time next day deliveries. According to Simon Macklin: “Detailed monitoring and tracking of performance are key to improving service. Detailed service reviews are scheduled daily with representatives from all BCGM sites, analysing customer service issues from the last 24 hours. Every problem is discussed, cause identified and corrective action implemented.”
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