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The whole notion of our service code is to bring about a functional change to our system, which entails
changing the culture of service across the organisation. In order to bring about this change, one needs to look
at the organisation as a holistic and integrated environment.
This is a way of life and a way of work in which each and every person in the Group has a fundamental part
to play, in order to create extraordinary levels of customer service, both internally and externally.
Why the ‘Art of Service’ ?
- It will enable our resources to provide an excellent and consistent customer experience.
- We will exceed the expectations of internal and external customers.
- This will result in improved, increased and sustainable profit and brand equity.
The impact of this strategic initiative has various levels. On every level, there is a people process, from its reach to its value, through to its ultimate impact ... the customer.
- When thousands of employees are reached and inspired, their energy and intent begin to flow in the same direction.
- As individuals respond to the message, they join as one force, the critical mass is reached and tides turn.
- As the ‘Art of Service’ is embraced by all and adopted as a personal value system, a change in behaviour becomes tangible across the employee spectrum.
- The impact is felt and experienced by the customer as changes in attitude and behaviour translate into new levels of customer satisfaction.
- The new customer experience strengthens customer loyalty, leading to growth in market share and increased revenue and profit ... the ultimate impact for our stakeholders.
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