Customer Focus and Responsibility to Consumers

The Company will produce goods and services and manage them efficiently to build trust and relationship with the customers both before and after sales. The Company will prepare storage system and give sufficient and true information as well as give knowledge to customers for accompanying their decision to buy the goods and services. In addition, the Company will do research and development to create innovation for goods and services with the emphasis on the processes and activities that benefit the society and environment.

The Company will provide the quality control procedures, test, and agency in order to monitor the quality of goods and services, including delivering goods and services to customers based on Quality Management System, ISO 9001, including the environment system management, ISO14001 and the occupational health and safety system management ISO 45001 as well as providing details and information of goods and services for customers and interested persons can download it from the Company's website. The Company has customer satisfaction assessment procedure covered in every aspect of business including product quality and services. The results of the assessment are used as a guideline for the Company development. This year, the Company has applied for standard verification and received approval from two government units which are Thai Industrial Standard for industrial lime from Ministry of Industry and Halal Standard from the Central Islamic Council of Thailand.

 

Guidelines for the Good Practice to Customer

 

1. Disclose accurate and complete information on goods and services.
2. Employees try to understand, analyze and know key issues related to customer needs to get prepared to provide information as well as requirements and conditions relating to the Company’s goods and services to the customers. The information includes the written conditions as follows:

2.1 Cost of goods and services or any related expenses which are not mentioned in the cost conditions of goods or services.

2.2 Quality of goods, packaging and delivery conditions.

2.3 2.3 Other information relating to the mutual agreement between the Company and customer including information to customers on the credit policy or credit conditions.

3. Inform the customer in advance in the case of any changes of terms and conditions relating to the customer.
4. Be ready to answer the customer’s questions including those pertaining to goods, services, complaints, suggestions and the follow-up of the progress of subjects raised by customers. However, this must be carried out in friendly manners and the employees must always be prepared to troubleshoot for the customers. Besides, satisfaction surveys should be conducted to develop good relationships and maintain good relationships with customers. Quantitative goals are set to improve customer satisfaction with its evaluation will be conducted for both products and services improvement or development.
5. Agencies relating to sales, marketing and services should be equipped with communication instruments to facilitate customers rapidly.
6. Keep confidential information and trading secrets of customers including appointing the information controller and evaluator to take responsibility in the matter to keep such confidential information and trading secrets of customers under the Personal Data Protection Act including notifying the practice regarding the right to receive protection as per Personal Data Protection Act published through the Company's website
7. Sustainability development including a value chain from product development, raw material sourcing, transportation and servicing to create the value and the mutual trading benefit between the Company and customers including the practice of human rights principles, legal labor practices and fight against corruption
8. Developing safe products and services and prepare information to communicate information about the impact of products or services to customers by considering the safety in product usage. Communicating guidelines for customers on how to safely use the Company's products.
9. Promotion campaign for products that help reduce the environmental impact to be a larger part of promoting the use of products to help reduce environmental impact.