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Our Customer Service Team in Jordan is fully committed to delivering exceptional service, with the customer at the heart of everything we do. This year, we took a customized approach by designing a program based on the voice of our employees, which we captured in our last opinion survey. We listened to our people and carefully assessed all aspects of our operations, focusing on a 360-degree perspective to create a tailored program that would boost motivation, development, and efficiency. We firmly believe in Richard Branson's statement that "Success in business is all about people, people, people. Whatever industry a company is in, its employees are its biggest competitive advantage." With this belief as our guiding principle, our journey began.
We started by conducting a brainstorming session at the beginning of the year to explore opportunities that drive motivation and service excellence. This led us to implement the 360 Program, which began with an Employee Opinion Survey (EOS) where our team members had the opportunity to express their thoughts and feelings about their daily experiences. This feedback served as a catalyst for meaningful discussions on how we could drive improvements. For us, the EOS is not just a one-time event; it is a mindset and an ongoing process. It fosters a continuous dialogue throughout the year, involving the entire team. Ultimately, our goal is to empower everyone to perform at their best every day.
Learning Weeks were introduced as a mean of promoting development. During these interactive sessions held every Thursday, our team engages in creative learning, discussing openly critical business insights, and benefiting from the expertise of guest speakers who share their knowledge and experiences.
Job shadowing is another milestone in our program, aimed at upskilling our people and preparing them for the next phase in their career paths.
Our Buddying program has reached its 2nd version, assigning dedicated buddies and mentors to new joiners within both the frontline and backline teams. These junior coaches have been effectively trained in providing AID Feedback and setting SMART goals for newly onboarded advisors.
The CS Academy was also introduced to our team as an excellent self-learning tool supported by AI, offering online training sessions and providing a platform for performance dialogues and the overview of TGrow plans.
Living by the statement, "If your work is not fun, you are not playing on the right team," we have witnessed increased productivity, team bonding, and the spread of positive vibes. Our Fun Hour activities serve as a source of stress relief, engaging the team in various creative and interactive team-building activities. Gamification has proven to be a powerful tool in building collaboration and teamwork.
And yes, it was a happy ending! Our CS Team celebrated during CS Week 2024 in October, with marvelous EOS results showcasing significant improvements in CS scores, surpassing all KPI thresholds with a perfect score of 100% across the board.
To wrap up our journey, we incorporated unique celebration ideas that supported CSR activities, as highlighted in the attached LinkedIn post.
https://www.linkedin.com/posts/manal-sham-49192290_earlier-in-october-as-part-of-our-yearly-activity-7258576448414728192-23Ai?utm_source=share&
Our commitment to delivering exceptional customer service is unwavering, and we are proud of the achievements and growth we have witnessed through our customized 360 Program. We believe that by investing in our team and creating a positive and engaging work environment, we can continue to exceed customer expectations and drive customer success.
Nomination Title: 360° Excellence: Empowering Our People and Delighting Our Customers
