Emma Low, the managing director of Westpac Pacific, has acknowledged the inadequate customer service experienced by Westpac employees in Fiji. During a recent panel discussion on ‘Innovation, Partnerships and Exploring Global Perspectives’ at the 2024 Fiji-Australia, Australia-Fiji Business Councils Joint Forum, a delegate raised concerns about the lack of customer service.
Low stated, “It’s been a challenging few years, especially for our employees. Quite a few years of uncertainty is challenging, so I feel for them, but I acknowledge their resilience, and I thank them for sticking with us.” She emphasized the importance of investing in technology and developing a business strategy centered around four key pillars, one of which focuses on enhancing customer service.
According to Low, providing excellent customer service does not necessarily require significant investment; rather, it involves equipping employees to engage in meaningful conversations that foster a sense of belonging and career growth within Westpac.
She expressed the need to cultivate a workplace culture where employees take pride in their affiliation with the organization, which she believes will ultimately improve customer service. Low highlighted the leadership of Shane Smith and the importance of spending time with the Fiji team to understand their challenges and reignite their passion for Westpac.
“We have a great business here with great people; it’s a wonderful place. I genuinely hope that changes,” Low concluded.