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    Our Service Promise Card PDF

    Uploaded by

    Muthuraja Jayaraj
    1. The document provides guidance on service behaviors and empowering employees to provide excellent customer service. 2. It encourages employees to make decisions to create positive customer experiences, while also checking with colleagues on more complex issues. 3. Employees are to act with integrity, protect privacy, and always deliver a superior customer service experience.

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    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd

    Our Service Promise Card PDF

    Uploaded by

    Muthuraja Jayaraj
    22 views2 pages
    1. The document provides guidance on service behaviors and empowering employees to provide excellent customer service. 2. It encourages employees to make decisions to create positive customer experiences, while also checking with colleagues on more complex issues. 3. Employees are to act with integrity, protect privacy, and always deliver a superior customer service experience.

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    Our_Service_Promise_Card.pdf.pdf

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    1. The document provides guidance on service behaviors and empowering employees to provide excellent customer service. 2. It encourages employees to make decisions to create positive customer experiences, while also checking with colleagues on more complex issues. 3. Employees are to act with integrity, protect privacy, and always deliver a superior customer service experience.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    22 views2 pages

    Our Service Promise Card PDF

    Uploaded by

    Muthuraja Jayaraj
    1. The document provides guidance on service behaviors and empowering employees to provide excellent customer service. 2. It encourages employees to make decisions to create positive customer experiences, while also checking with colleagues on more complex issues. 3. Employees are to act with integrity, protect privacy, and always deliver a superior customer service experience.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 2

    Service Behaviours Service Behaviours Empowerment - Make the Call Empowerment - The Three C’s

    1. I act with integrity: doing the 7. I understand my role in achieving Every team member is encouraged to For more complex situations use
    right thing and delivering on success, and continuously learn make decisions in real time to create the Check, Confirm, Create method
    my commitments. and grow to develop my full magic for our customers. to partner with a colleague to
    2. I am committed to protecting potential as a professional. support you in making a decision
    the privacy and security of our 8. I am part of a respectful and for the customer.
    Simple situations:
    customers, colleagues, and the trusting team that values
    The Three C’s:
    Group’s confidential information. inclusion and actively seeks 1. Listen and be curious to identify
    3. I am proud of and committed diversity of thought. opportunities Check and ensure your
    to the highest standard of 9. I am encouraged to use my actions are consistent
    Foundations professionalism and safety imagination and empowered to 2. Act with integrity to make the call with Our Service Promise
    including my role in managing create magic for our customers.
    Working Together risk for our customers and 3. Create magic for your customers
    10. I always listen, anticipate, and
    Magic the organisation. respond to the expressed (up to $50 available if required) Confirm that at least
    4. I passionately uphold the values of and unexpressed needs of one colleague agrees it
    the organisation and respect the our customers. 4. Share on Yammer #magic is the right thing to do
    communities in which we operate. so others can learn from
    11. I take pride in always seeking new your experience
    5. I take ownership and inspire ways to innovate and improve in
    others to always deliver a superior ways that make things simpler Create magic for
    service experience. and easier for our customers. your customers
    6. I actively collaborate and 12. I always work to build strong,
    recognise the success of personal relationships with our
    others, especially when I see customers and throughout Share on Yammer #magic so others
    courageous actions. my community. can learn from your experience
    Our Vision Credo Motto Steps of Service People Promise Our Brand

    Step 1 Our people are our highest


    We are passionate about
    Connect with a genuine welcome priority in our quest to deliver
    helping people through life to We are a strong, astute
    • Be in the moment, smile, and world class service.
    achieve their financial goals. warmly greet bank which gives
    • Use your name and the Our commitment is to invest
    Working together, we will
    customer’s name
    New Zealand the
    always provide a superior in your growth, encourage confidence to act.
    To be one of the world’s service experience that Step 2 your curiosity, and trust and
    great service companies, delivers quality solutions for Be curious and own the experience empower you to make a To achieve Our
    our customers, communities,
    We are people • Be curious about both expressed
    meaningful difference for Service Promise we
    helping our customers, always helping and unexpressed needs
    and people. • Persevere, and have the courage yourself and our customers. need to be gutsy,
    communities, and people people. to do the right thing astute and motivating
    The Westpac Group We foster a flexible, safe, and
    to prosper and grow. • Commit to follow up in all that we do.
    experience builds genuine enjoyable environment where
    personal connections with Step 3
    inclusion and diversity of
    our customers so they Wish a friendly farewell
    • Ask if there’s anything else you
    thought are valued so that all
    are confident, secure, our people can be their best.
    could have done
    empowered, and inspired • Thank the customer
    about possibilities for • Use the customer’s name with
    the future. an invitation to return

    JN14325

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