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Ian Logan

Ian Logan - Customer Services Team leader in Kirkcaldy

In this edition of Cutting Edge we head north to Kirkcaldy to meet one of three Customer Services Team Leader, Ian Logan, who, as he reveals in this interview is walking with a new spring in his step these days...

"It's important to try and dissolve any tension as soon as possible, and that takes empathy and understanding..."

So Ian, how long have you been in this role?

IFor four and a half years... and it's been a period of constant change since day one! We're always trying to make the most of our new technologies and introducing new initiatives to improve the customer experience. It's been exciting, challenging and at times very intensive but that's what I like about the job. No two days are ever the same.

Ian

"I can say, hand on heart, that no-one has been anything other than helpful, no matter how stupid some of my questions might have seemed!"

Have you always worked in a customer service environment?

Actually this is my first dedicated customer service I’ve worked in a production
and inventory control environment in
pharmaceuticals and I’ve worked in
production management in fresh food
processing and packaging. Immediately
before joining Forbo I held a very wide
ranging project management position
at a bespoke kitchen manufacturing and
installation company.