BHC Aims To Improve Customer Service
Pauline Dikuelo | Monday September 28, 2015 15:44
The charter reaffirms the corporation’s promise to deal with queries and inquiries promptly and efficiently while demonstrating the commitment of offering the best service to customers.It also serves as a social contract with the corporation’s customers and the public at large.
Speaking during the launch of the charter, BHC chief executive officer, Reginald Motswaiso said that the launch marks a milestone in their unwavering quest to drive a customer-centric approach to delivering their services.
“Improving customer service involves making a commitment of learning what our customers want, identifying customer service delivery areas as well as developing and implementing customer -friendly processes that meet and exceed customer expectations,” he said.
Motswaiso added that through this charter, they are committing to well-defined service delivery turnaround times as well as commiting to regular predefined dates, review and measure the corporation’s customers satisfaction index.
“It is with the aforementioned in mind that we embarked on a Customer Service Standards development process that involved employees and respective departments within the corporation,” he said.
According to Motswaiso, the process culminated with the adoption of the corporation’s customer service standards. These standards are the corporation’s pledge to the customers that assure them commitment to providing excellent and quality service at all times in an efficient manner.
He added that a Customer Care Charter must be in place to integrate and co-ordinate all service standards and to be used as a framework that defines service delivery standards.
Motswaiso said that the charter reaffirms their commitment to customers as it prescribes how customers may access their right to superior service in all functional areas.
In 2008, the corporation established a Customer Care Unit and introduces a call centre facility. These initiatives were responsible for all customer related matters and ensuring that customers are assisted effectively and efficiently.