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Customers Speak Out in Annual PotashCorp SurveyAccurate Customer Service Stems from Systematic ApproachThese days, fast, accurate and knowledgeable customer service may seem like a rare commodity. But when it comes to ordering, delivery and invoicing of your feed phosphate products, you shouldn't have to give it a second thought. PotashCorp's customer service representatives (CSRs) are trained to make your transaction a quick and easy process time after time. According to the feed customers we surveyed in 2006, PotashCorp does a good job in truck loading, ease of placing an order, accuracy of order entry and invoicing, and response/ follow-up to any problem or questions. We believe our survey success is due to the system we have in place. It ensures that when you call one of our service representatives, whether the on-site CSR at each of our feed plants or those who handle your potash and urea orders at our centralized Customer Service Department in Northbrook, Illinois, you will hear the live voice of someone who is empowered to help you. To ensure consistent accuracy in taking orders and invoicing customers, we use a standardized system and back it up with extensive process-based training of our CSRs. Representatives also complete computer documentation that allows us to share information throughout the PotashCorp network. Product Consistency Tops Customer Quality AgendaA lot of science and testing goes into the formulas you've come up with to get the most out of your feed and your animals. Your feed phosphate supplements are an integral part of that feed mix, so you need a reliable, consistent supply of phosphate ingredients. The importance of physical consistency of the product was affirmed in our most recent customer surveys, in which 61 percent of customers named it as the main criterion they use to judge phosphate product quality. Another 27 percent said the most important criterion was whether feed products meet label guarantees. Twelve percent of respondents said bioavailability was the main criterion they used to judge quality. Survey respondents were asked to rate the quality of PotashCorp's feed products on a scale of 1 to 100. Our customers gave us ratings in the 90s in every category, with 95 for consistency, 94 for overall quality, 97 for meeting label guarantees and 94 for bioavailability. What do we do to ensure PotashCorp product quality? We produce consistent feed products by beginning with high-quality ore and running rigorous tests at every step of the process. We also make sure we test the efficacy of the product. We were the first company to routinely conduct live feed tests with our products. Staying Knowledgeable: The Key to Strong Sales RelationshipsIn the business of animal production, you may wear the hats of farmer, veterinarian, businessperson, manufacturer and ecologist, along with a host of other daily duties. So when it comes to your feed mix, it's important to be able to turn to a knowledgeable consultant who understands the nutritional needs of your animals. That is why everyone on the PotashCorp feed sales team has the ability to keep you informed of industry trends and issues of product supply and availability. Our PhD in animal nutrition, Dr. Steve Auman, PotashCorp's Director of Business Development for Feed Phosphates, keeps our sales reps up to date on how our high-quality feed phosphate ingredients can benefit their customers' nutritional programs. As a major player in animal nutrition, we believe our commitment to good science and communication between our sales force and our customers is responsible for our strong relationships with customers. Our most recent customer surveys bear that out. PotashCorp sales reps fared well in ratings of knowledge of our product line, knowledge of the industry and knowledge of the customer's business. "The Feed Group talks regularly about things like product quality, production issues at our plants and market conditions," said Auman.  Top
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