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Dwayne Tulloch - Beyond Extraordinary

Published:Thursday | November 19, 2015 | 12:00 AMJanelle Oswald
Dwayne Tulloch
Dr Nsombi Jaja chats with Dwayne Tulloch, director of customer care at Digicel, in between sessions at day one of last month's National Customer Service Week Conference held at The Jamaica Pegasus hotel.

Customer Care director for Digicel, Dwayne Tulloch, is on a mission. As the driver of the 'Be Extraordinary' campaign, the Calabar High School graduate is responsible for hiring and training more than 700 new customer care agents, a number that's set to increase to 1,000 in six months.

In an interview with The Gleaner, Tulloch explained his approach to his career and responsibilities he holds.

"What we do is connect with our customer on the call, so our agents are taught how to engage at top level," said Tulloch. "First, by requesting their name, or asking what they would prefer to be called throughout the length of the call but, most importantly, phrases like 'be extraordinary', are used," he explained.

"When we launched the 'Be Extraordinary' campaign, through an extensive internal training programm, all our employees understood what we were trying to achieve. It's the advocacy of 'going the extra mile' and 'doing more than is expected' - a constant reminder to customers that everything Digicel does makes us a cut above the rest."

It was therefore no surprise to Tulloch when Digicel was named Ambassador for the recent National Customer Service Week.


Dedicated customer care team


Digicel also won the 2015 Private Sector Organisation of Jamaica/Jamaica Civil Service Association (PSOJ/JaCSA Award Excellence in Service. Tulloch has successfully implemented a dedicated customer care team for social media, and launched a customer care live chat on the company's website.

Good customer service, Tulloch said means, "you have to listen. Customers will let you know what you need to improve, where you need to go, what you need to fix, deliver on what you say and stand by your word. Resolve the customer's needs by all means necessary. Customer care is a brand pillar for Digicel and a key market differentiator," he emphasised. One of the company's main achievements was adapting its customers to data ahead of expectations.

The Florida International University graduate is patriotic and has an 'I can' attitude, which mirrors his role models' Barrack Obama, Steve Jobs and Henry Ford.

"Growing up, I always saw older people being at the top and younger people oppressed. Many of my friends left Jamaica thinking there was no room for them on the corporate ladder, but I have proved otherwise," Tulloch explained.

Having started in the telecoms industry as a customer care agent, he worked his way up by observing all the pieces and putting them together to make things happen.

Tulloch, 32, works 12-hour days, is self-motivated and loves what he does to the point of obsession.

"I want to prove to people that age should not be a deciding factor or a stigma. I have worked hard to be where I am; I don't see problems, I see opportunities."