Emma Low, the managing director of Westpac Pacific, has recognized the inadequate customer service provided by the bank’s staff in Fiji. This acknowledgment followed a question raised during a panel discussion at the 2024 Fiji-Australia, Australia-Fiji Business Councils Joint Forum, where a delegate inquired about Westpac’s plans to tackle the issue of poor customer service.
Low noted that the past few years have been particularly challenging for employees due to uncertainty, expressing her gratitude for their resilience and continued commitment. She mentioned that part of her role includes formulating a business strategy that encompasses four key pillars, one of which focuses specifically on enhancing customer service.
Low emphasized that excellent customer service does not necessarily require significant financial investment. She highlighted the importance of equipping staff with the right tools and support to foster a sense of career growth within Westpac.
She is committed to cultivating a workplace culture where employees take pride in their roles, believing that this pride will translate into improved service for customers. Low also referred to Shane Smith, a strong leader within the organization, emphasizing the value of understanding and addressing employees’ challenges to reignite their passion for Westpac.
With confidence in the capabilities of the team and the overall environment at Westpac, Low expressed optimism for positive changes in customer service moving forward.