Q&A with St.George Bank Limited - Customer Service Institute of ...

St.George Bank Limited…continued
The program demonstrates
to frontline staff
that the St.George
Executive management
team are committed
to the St.George
service culture.
I put aside one full day per fortnight to be on
the floor to listen to calls and touch base
informally with staff. Other avenues for staff
to provide feedback and suggestions are their
own team meetings, the ‘CCC feedback’
email address and the very popular ‘Roz Wall’
situated at the entrance of each Call Centre.
Staff are invited to write comments which
I personally respond to within 24-48 hrs.
Q
Has the workforce been
involved in developing
strategies for success What areas
were identified by employees to
improve the company’s operations
Every one of the CCC staff members speaks
to between 60 to 100 customers per day.
Staff are an invaluable source of Business
and Customer Intelligence. My first action
whenever an issue arises is to walk the floor
and seek the staff’s, and thus the customer’s,
perspective on the situation. We recently
found that staff were consistently commenting
on our ‘hold music’ and ‘on-hold messages’.
Investigation indeed confirmed that our
approach was fragmented and inconsistent
between various phone queues. We thus
set out to completely review the ‘in-queue
customer experience’ for our customers.
The early results are most encouraging with
customers now pro-actively commenting
about the music and the ‘pleasant voices’
on the messages on hold.
Q
What systems and processes
exist to promote ongoing
Customer Service improvement
across the organisation
The CCC’s Listening Post program invites
more than 200 St.George Group executives
and key stakeholders to listen to calls for 90
minutes and participate in a 30 minute debrief
session to provide feedback. The program
demonstrates to frontline staff that the
St.George Executive management team are
committed to the St.George service culture.
The experience is also invaluable for them as
they get to regularly monitor the pulse of our
customers first-hand. Of course, CCC staff
love showing off their good skills and the CCC
management never miss an opportunity to
lobby particular executives for their time and
resources to address specific issues that need
prompt attention!
We also launched the ‘Business Rule
Challenge’ (BRC) where staff are invited to
challenge any unfriendly or cumbersome
process or protocol. The CCC staff raised
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