The U.S. Department of Labor has recognized the Texas Eastman apprenticeship program as a role model. Shipping reliability consistently has been near 100 percent for the last four years. Since 1982, Eastman has received 152 awards from its customers. The company's no-fault return policy on its plastic products is a direct result of Eastman's extensive customer surveys. Believed to be the only one of its kind in the chemical industry, the policy states a customer may return any product for any reason for a full refund.
Customers have easy access.
Daily volume is more than 1,500 calls, which operators answer by the second ring. Other company-wide databases help Eastman track customers' preferences, future requirements, concerns and expectations, as well as complaints. All employees are trained to gather complaint information and enter it into a company-wide database. Customer advocates follow up and resolve the complaints. A Customer Interface Core Competency Team monitors and detects changes in customer satisfaction measures, determines root causes and develops ways to improve.