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dot_clear.gif (54 bytes) Customer Service Commitment

Colonial Pipeline Company is committed to customer service. We developed the following Customer Service Commitment to be used as a way of thinking for our employees and a yardstick by which our customers may measure our performance.

Our Basic Beliefs

Customer service and the commitment to Guaranteed Customer Satisfaction begin with a proper mindset. As each of us considers our individual role in customer service, it is critical that we adopt some basic underlying beliefs about our customers and our commitment to them. These beliefs include:

  1. The customer and his business requirements are the basis for our existence as a company.
  2. What the customer perceives to be a real benefit or concern, is real.
  3. A satisfied customer is one to whom we fulfill a service commitment.
  4. Our goal in providing services is to meet our customers’ expectations, and to exceed those expectations whenever the opportunity exists.

Our Primary Service Commitment

We commit to transporting our customers’ petroleum products from the point of origin to the point of destination in a manner that is…

On Schedule
On Specification
On Quantity

…and we will support these services with information systems that document the disposition of customers’ product within our custody from nomination to the final transaction.

Our Customer Service Behaviors

  • We will treat customers with respect.
  • We will communicate in a manner that is clear, concise and honest.
  • Our words and actions will demonstrate fair, equitable and consistent treatment of all customers.
  • We will promise what we can deliver and deliver what we promise.
  • We will proactively notify customers of service exceptions and adjustments.
  • We will own customer issues through to resolution.
  • We will educate customers about our capabilities and services.
  • We will provide an opportunity for customer input and feedback as a routine planning and critique exercise.

We understand that guaranteeing customer satisfaction cannot be achieved solely with policies and presentations. It requires an attitude and mindset focused on the customer and people demonstrating supporting behaviors in every service interaction.

For more information contact us
© Copyright Colonial Pipeline 2008