Our passion for service is evident in the 180 759 customers that we served during the period September 2016 – August 2017 as well as our Random Acts of Delight programme. These acts have included a Valentine’s Day treat, our Winter Warmer promotion and Spring Day waters that were handed out to all customers who visited our banking hall during these activations. In addition long standing tenants were surprised and received a gift as a token of our appreciation for their continued support.
The people who are part of our office support and customer experience teams are the face of the company and as a tribute during this year’s Customer Service Week, our management team swopped roles with these staff members who are at the forefront of serving others. Our MD, Jeffrey Wapnick, had the following to say about his job swop with one of our receptionists, “manning the front office is not only a reminder of the core of our business – relationships with our clients, but also how important it is for the small things to be right. A bad experience can form someone’s opinion about our company for years to come. We have wonderful people who go out of their way to help others, and to experience that again, just for a short while is richly rewarding.”
As we recognise that if we want our external customer service to be first rate, our internal customer service must be first rate first, we invited staff to participate in fun activities that were centred around strengthening relationships and building trust – the theme for this year’s Customer Service Week. This was an excellent initiative and we look forward to 2018, until then we are dedicated towards these five service pillars:
• Solution Driven