Service excellence is an attitude
Many people will remember the days of 'service with a smile' and 'the customer is always right'. That seems long ago, but one company, Paymaster Jamaica Limited, is still maintaining its vision to become the number one company in Jamaica for excellence in customer service.
Paymaster's CEO, Ambassador Audrey Marks, says, "We want to connect with our customers on every level to establish a lasting relationship with them. We have to go beyond simply delivering our wide range of services, rewards and promotions and develop strong bonds with our customers. I will ensure that we provide a unique customer experience by proactively anticipating our customers' needs and expectations and exceeding them every time. Service excellence is now our attitude, ambition and objective, ingrained into every department of our business. It begins and ends with our people - from customer representatives to chief executive officer - ultimately bringing delight to customers at our locations.
To that end, Paymaster recently held the first of its planned series of customer excellence training seminars with all the front line customer service agents with business coach and humanitarian Dushyant Savadia, international programme director for the Art of Living Foundation.
Savadia empowered the staff with stress-management tools and focused coaching on excelling in customer service.
He challenged Paymaster to satisfy internal and external customers.
"Firstly, to create a stress-free environment where people want to come to work, become more productive because they are happy, engaged, and motivated to serve customers. Secondly, to always remember that customers take their valuable time to do business with you, they expect quick efficient and friendly service. Paymaster must become and remain the standard of this work culture."
Vice-president of marketing and sales for Paymaster, Natalie St Louis, also commented: "There is nothing more gratifying than knowing that you made somebody's life easier. I want our entire team to feel this way. We are committed to bringing a revolution in service by making Paymaster the benchmark of service in Jamaica," she says.
Customers can share feedback by using the customer feedback cards in branch, online, or by calling the toll-free line:1-800-569-2589 or at www.paymasterloyalty.com.
For more about Paymaster, visit The Gleaner's website at www.jamaica-gleaner.com, click on 'Videos' and watch 'Corporate Coffee Mornings' host Barbara Ellington's interview with Ambassador Marks.